This Service Level Agreement Cyber Security template is designed for use in South Africa when establishing formal cybersecurity service arrangements between service providers and client organizations. The document addresses the critical need for well-defined cybersecurity services while ensuring compliance with South African legislation, particularly POPIA, the Cybercrimes Act, and ECTA. It should be used when organizations seek to outsource or formally define cybersecurity services, requiring clear performance metrics, security standards, and incident response procedures. The agreement includes comprehensive provisions for data protection, security incident management, service level metrics, and compliance reporting, tailored to meet South African regulatory requirements and international cybersecurity best practices.
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1. Parties: Identification of the service provider and client, including their registered addresses and company registration numbers
2. Background: Context of the agreement and brief description of the cybersecurity services to be provided
3. Definitions: Detailed definitions of technical terms, service-related terminology, and concepts used throughout the agreement
4. Scope of Services: Comprehensive description of cybersecurity services, including monitoring, threat detection, incident response, and other security measures
5. Service Provider Obligations: Detailed responsibilities of the service provider, including service delivery, reporting, and compliance with relevant laws
6. Client Obligations: Client's responsibilities, including providing access, information, and maintaining basic security measures
7. Service Levels: Specific, measurable performance metrics and standards for each service component
8. Security Incident Management: Procedures for identifying, reporting, and responding to security incidents
9. Data Protection and Privacy: Compliance with POPIA and other data protection requirements, including data handling procedures
10. Confidentiality: Protection of confidential information exchanged during service provision
11. Fees and Payment: Pricing structure, payment terms, and conditions for additional services
12. Term and Termination: Duration of the agreement, renewal terms, and termination conditions
13. Limitation of Liability: Extent and limitations of service provider's liability
14. Dispute Resolution: Procedures for resolving disputes, including mediation and arbitration processes
15. General Provisions: Standard legal clauses including governing law, notices, and amendment procedures
1. Business Continuity and Disaster Recovery: Details of backup and recovery procedures - include when service covers critical systems
2. Compliance with Industry Standards: Specific industry standards compliance (e.g., ISO 27001) - include when required by client's industry
3. Third-Party Service Providers: Management of subcontractors and third-party services - include when external providers are involved
4. Insurance Requirements: Specific insurance coverage details - include for high-risk or high-value services
5. Training and Knowledge Transfer: Provider's obligations for client staff training - include when training services are part of the package
6. Intellectual Property Rights: Ownership of security tools and developed solutions - include when custom solutions are provided
7. Change Management: Procedures for implementing changes to services or systems - include for complex service arrangements
1. Schedule A - Service Descriptions: Detailed technical specifications of each security service component
2. Schedule B - Service Level Metrics: Specific KPIs, measurement methods, and reporting requirements
3. Schedule C - Fee Schedule: Detailed pricing, payment structure, and additional service costs
4. Schedule D - Technical Requirements: Hardware, software, and network requirements for service delivery
5. Schedule E - Contact Matrix: Key contacts and escalation procedures for both parties
6. Schedule F - Security Policies: Relevant security policies and procedures
7. Appendix 1 - Incident Response Plan: Detailed procedures for different types of security incidents
8. Appendix 2 - Compliance Checklist: Checklist of regulatory and standard compliance requirements
9. Appendix 3 - Report Templates: Templates for various security and performance reports
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