The Application Availability SLA serves as a critical contract between service providers and customers in the United States, establishing clear expectations for application performance and reliability. This document is essential when organizations depend on continuous access to software applications for their operations. The agreement specifically outlines availability targets, measurement methods, reporting requirements, and compensation mechanisms for service disruptions. It encompasses both federal and state-specific regulatory requirements, particularly important when handling sensitive data or operating in regulated industries.
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1. Parties: Identifies the service provider and customer entering into the SLA
2. Background: States the purpose of the agreement and basic context
3. Definitions: Defines key terms used throughout the agreement, including technical metrics
4. Service Levels: Specifies the guaranteed uptime percentage and availability metrics
5. Measurement and Reporting: Details how availability is measured and reported
6. Service Credits: Defines compensation for failing to meet SLA targets
7. Force Majeure: Circumstances beyond reasonable control exempting from SLA obligations
1. Security Requirements: Details specific security measures required when handling sensitive data or requiring specific security protocols
2. Regulatory Compliance: Specific compliance requirements for regulated industries such as healthcare, finance, etc.
3. Disaster Recovery: Procedures for system recovery when business continuity is critical
4. Change Management: Procedures for implementing changes when frequent system updates are expected
1. Technical Specifications: Detailed technical requirements and configurations
2. Service Level Metrics: Detailed breakdown of all performance metrics and calculations
3. Service Credit Calculation: Detailed methodology for calculating service credits
4. Incident Response Procedures: Step-by-step procedures for handling service disruptions
5. Contact Matrix: List of key contacts and escalation procedures
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