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Cloud Service Level Agreement for the United Kingdom

Cloud Service Level Agreement Template for England and Wales

A Cloud Service Level Agreement under English and Welsh law is a legally binding document that defines the specific terms of service between a cloud service provider and their customer. It establishes measurable service levels, performance metrics, and remedies for service failures. The agreement includes provisions for data protection compliance under UK GDPR, security requirements, service availability commitments, and support obligations. It sets out clear expectations for service delivery and provides mechanisms for service credits or other remedies when service levels are not met.

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What is a Cloud Service Level Agreement?

The Cloud Service Level Agreement is essential for organizations utilizing cloud computing services in England and Wales. It provides a framework for measuring and managing service quality, establishing clear performance metrics, and defining remedies for service failures. This document is particularly crucial given the increasing reliance on cloud services and the need to comply with UK data protection laws, including UK GDPR. It typically includes uptime guarantees, response times, data handling procedures, and support levels, while also addressing regulatory compliance requirements specific to the UK jurisdiction.

What sections should be included in a Cloud Service Level Agreement?

1. Parties: Identification of the service provider and customer

2. Background: Context of the agreement and relationship between parties

3. Definitions: Key terms used throughout the agreement

4. Service Description: Detailed description of cloud services provided

5. Service Levels: Specific performance metrics and standards

6. Service Credits: Compensation mechanism for service level failures

7. Support Services: Description of technical support provided

8. Security Requirements: Security measures and compliance requirements

What sections are optional to include in a Cloud Service Level Agreement?

1. Data Processing Terms: Additional terms required when personal data processing is involved under UK GDPR

2. Industry-Specific Compliance: Additional compliance requirements for regulated industries

3. Disaster Recovery: Detailed disaster recovery procedures for critical services

What schedules should be included in a Cloud Service Level Agreement?

1. Service Level Metrics: Detailed performance metrics and measurement methodologies

2. Technical Specifications: Detailed technical requirements and configurations

3. Pricing Schedule: Detailed pricing structure and service credits calculation

4. Security Policies: Detailed security protocols and requirements

5. Data Processing Agreement: Detailed terms for personal data processing if applicable

Authors

Alex Denne

Head of Growth (Open Source Law) @ Ƶ | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

Jurisdiction

England and Wales

Publisher

Ƶ

Cost

Free to use
Relevant legal definitions






































Clauses

































Industries

UK GDPR and Data Protection Act 2018: Primary data protection legislation in the UK that governs how personal data must be handled, processed, and protected in cloud services

Privacy and Electronic Communications Regulations (PECR): Specific rules for privacy in electronic communications, including requirements for cookies and electronic marketing

Consumer Rights Act 2015: Key legislation protecting consumer rights in the UK, particularly relevant if the cloud service is provided to individual consumers (B2C)

Consumer Contracts Regulations 2013: Regulations governing distance selling and online contracts with consumers, including cancellation rights and information requirements

Unfair Contract Terms Act 1977: Legislation controlling unfair terms in contracts, particularly relevant for limitation of liability clauses in SLAs

Electronic Commerce Regulations 2002: Regulations governing electronic commerce activities, including requirements for service provider information and commercial communications

Electronic Communications Act 2000: Legislation providing legal recognition of electronic signatures and supporting electronic commerce

Network and Information Systems Regulations 2018: Cybersecurity regulations requiring digital service providers to manage security risks and report major incidents

Financial Services and Markets Act 2000: Regulatory framework for financial services in the UK, relevant if the cloud service handles financial data or serves financial institutions

Common Law Contract Principles: Fundamental principles of English contract law including offer, acceptance, consideration, and intention to create legal relations

Misrepresentation Act 1967: Legislation dealing with false or misleading statements made during contract formation

International Data Transfer Requirements: Rules governing the transfer of personal data outside the UK, including adequacy decisions and Standard Contractual Clauses

Competition Act 1998: Legislation preventing anti-competitive practices and abuse of dominant market position in service provision

Enterprise Act 2002: Framework for merger control and market investigations, relevant for cloud service providers with significant market presence

Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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