This High Availability SLA template is designed for use in the Indian market where organizations require guaranteed uptime and performance levels for their critical systems and services. The document is particularly relevant when establishing service commitments for mission-critical applications, cloud services, or infrastructure components where minimal downtime is acceptable. It incorporates requirements from Indian contract law, IT regulations, and industry best practices, while providing comprehensive coverage of availability metrics, response times, monitoring requirements, and service credit mechanisms. This template should be used when parties need to establish clear, measurable service levels with specific remedies for non-compliance, typically in scenarios where service availability directly impacts business operations or customer experience.
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1. Parties: Identification of the service provider and customer, including full legal names and registered addresses
2. Background: Context of the agreement, brief description of services, and purpose of the SLA
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used throughout the agreement
4. Service Description: Comprehensive description of the services covered under the SLA
5. Service Levels and Performance Metrics: Detailed specifications of availability targets, performance standards, and measurement methodologies
6. Service Availability Commitments: Specific commitments regarding uptime, availability windows, and maintenance periods
7. Monitoring and Reporting: Methods and frequency of service level monitoring, reporting requirements, and audit rights
8. Incident Response and Resolution: Response time commitments, escalation procedures, and resolution timeframes
9. Service Credits and Penalties: Calculation and application of service credits or other remedies for failing to meet SLAs
10. Force Majeure: Circumstances under which service level commitments may be excused
11. Term and Termination: Duration of the agreement, renewal terms, and termination conditions
12. Governing Law and Jurisdiction: Specification of Indian law as governing law and jurisdiction for disputes
1. Disaster Recovery: Specific provisions for disaster recovery procedures and commitments, recommended for critical services
2. Security Requirements: Detailed security obligations and standards, recommended when handling sensitive data
3. Data Protection: Specific provisions for data handling and protection, necessary when personal data is involved
4. Professional Services: Additional provisions for professional services beyond basic support, used when consulting or implementation services are included
5. Change Management: Procedures for managing changes to services or service levels, recommended for complex service arrangements
6. Business Continuity: Specific provisions for ensuring business continuity, recommended for mission-critical services
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of all service level metrics and measurement methodologies
2. Schedule 2 - Service Credit Calculations: Detailed formulas and examples for calculating service credits
3. Schedule 3 - Technical Support Services: Detailed description of support levels, response times, and escalation procedures
4. Schedule 4 - Service Availability Windows: Detailed specification of service windows, maintenance periods, and blackout dates
5. Schedule 5 - Contact Details and Escalation Matrix: Contact information for key personnel and escalation procedures
6. Appendix A - Technical Architecture: Overview of technical architecture and components covered by the SLA
7. Appendix B - Incident Classification Matrix: Criteria for classifying incidents and corresponding response requirements
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Banking and Financial Services
Healthcare
E-commerce
Telecommunications
Manufacturing
Insurance
Government and Public Sector
Media and Entertainment
Retail
Logistics and Supply Chain
Relevant Teams
Legal
Information Technology
Operations
Service Delivery
Procurement
Compliance
Risk Management
Infrastructure
Cloud Services
Technical Support
Contract Management
Solutions Architecture
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Operations Manager
Contract Manager
Procurement Manager
Technical Account Manager
Infrastructure Manager
Cloud Services Manager
Legal Counsel
Compliance Officer
Risk Manager
Solutions Architect
Service Level Manager
IT Operations Manager
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