This Global SLA template is designed for organizations requiring a robust framework for international service delivery while maintaining compliance with South African law. The document is particularly useful when establishing service relationships that cross borders but need to be governed by South African jurisdiction. It provides comprehensive coverage of service levels, performance metrics, and governance frameworks suitable for complex service arrangements. The Global SLA includes specific provisions addressing data protection under POPIA, electronic communications under ECTA, and consumer protection requirements, while incorporating international best practices for service level management. This template is typically used for significant service relationships requiring detailed performance tracking, regular reporting, and clear accountability measures.
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1. Parties: Identification of the service provider and customer, including registration details and addresses
2. Background: Context of the agreement, relationship between parties, and purpose of the SLA
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used throughout the agreement
4. Services Overview: High-level description of services covered by the agreement
5. Service Levels: Detailed service level commitments, performance metrics, and measurement methodologies
6. Service Credits: Calculation and application of credits or financial adjustments for service level failures
7. Monitoring and Reporting: Procedures for monitoring service performance and reporting requirements
8. Support Services: Description of support levels, response times, and escalation procedures
9. Data Protection and Security: Obligations regarding data protection, security measures, and compliance with POPIA
10. Charges and Payment: Pricing structure, payment terms, and invoicing procedures
11. Term and Termination: Duration of agreement, renewal terms, and termination rights
12. Liability and Indemnities: Limitations of liability, indemnification obligations, and insurance requirements
13. Force Majeure: Events constituting force majeure and consequences
14. Dispute Resolution: Procedures for resolving disputes, including jurisdiction and governing law
15. General Provisions: Standard boilerplate clauses including notices, assignment, and entire agreement
1. Change Management: Procedures for requesting and implementing changes to services or service levels - include for complex service arrangements
2. Disaster Recovery: Disaster recovery and business continuity obligations - include for critical services
3. Transition Services: Provisions for service transition at start and end of agreement - include for complex service transitions
4. Intellectual Property Rights: Detailed IP provisions - include when services involve significant IP elements
5. Compliance with Laws: Specific regulatory compliance obligations - include for heavily regulated services
6. Subcontractors: Rights and obligations regarding subcontractors - include when subcontracting is anticipated
7. Environmental Requirements: Environmental compliance and sustainability requirements - include for services with environmental impact
8. Personnel: Requirements for service provider personnel - include when specific qualifications or security clearances are needed
1. Service Descriptions: Detailed technical specifications of each service
2. Service Level Specifications: Detailed metrics, measurement methods, and targets for each service level
3. Pricing and Charging: Detailed pricing models, rates, and calculation methodologies
4. Support Procedures: Detailed support processes, contact details, and escalation procedures
5. Security Requirements: Detailed security protocols and requirements
6. Data Processing Agreement: POPIA-compliant data processing terms and procedures
7. Business Continuity Plan: Detailed disaster recovery and business continuity procedures
8. Transition Plan: Detailed transition in/out procedures and timelines
9. Governance Procedures: Service management and governance framework
10. Required Reports: Templates and specifications for required service reports
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