The Master Service Level Agreement is essential for businesses engaging in ongoing service relationships in the United States. It serves as the primary contract governing service delivery, quality standards, and performance metrics. This document is particularly crucial when services are critical to business operations or subject to regulatory requirements. The MSLA typically includes detailed service descriptions, performance indicators, measurement methodologies, reporting requirements, and remedies for service failures. It addresses both federal and state regulatory requirements, particularly in areas such as data protection, privacy, and industry-specific compliance obligations.
Your data doesn't train Genie's AI
You keep IP ownership of your information
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
OR
Let Ƶ's market-leading legal AI identify missing terms, unusual language, compliance issues and more - in just seconds.
1. Parties: Identification and details of the contracting parties, including registered addresses and company numbers
2. Background: Context of the agreement and high-level purpose of the services
3. Definitions: Key terms used throughout the agreement and their specific meanings
4. Services: Detailed description of services to be provided and service levels
5. Service Level Metrics: Specific performance indicators, measurement methods, and reporting requirements
6. Payment Terms: Pricing, invoicing, and payment conditions
7. Term and Termination: Duration of agreement and termination provisions
8. Confidentiality: Protection of confidential information and trade secrets
9. Data Protection: Obligations regarding data privacy and security
10. Governing Law: Applicable law and jurisdiction
1. Change Management: Procedures for implementing changes to services
2. Business Continuity: Disaster recovery and business continuity requirements
3. Compliance Requirements: Industry-specific regulatory compliance obligations
4. Transition Services: Requirements for service transition at termination
1. Service Description Schedule: Detailed technical specifications of services
2. Service Level Requirements: Detailed KPIs, metrics, and measurement methodologies
3. Pricing Schedule: Detailed pricing structure, rates, and charging mechanisms
4. Security Requirements: Specific security protocols and requirements
5. Data Processing Agreement: Detailed data processing terms and requirements
6. Business Continuity Plan: Detailed disaster recovery procedures
7. Contact Matrix: Key contacts and escalation procedures
8. Reporting Templates: Standard formats for service level reporting
Relevant legal definitions
Clauses
Relevant Industries
Relevant Teams
Relevant Roles
Find the exact document you need
External Service Level Agreement
A U.S.-governed agreement defining service standards, performance metrics, and obligations between a service provider and customer, including compliance requirements and service level commitments.
Download
Sla Tech
A U.S.-governed agreement defining performance standards and metrics for technology services, including service levels, support requirements, and remedies for non-compliance.
Download
Service Desk Sla
A US-governed agreement defining service levels, metrics, and obligations for IT support services between a service provider and customer.
Download
Sla With Vendor
A U.S.-governed agreement defining performance standards and metrics for vendor-provided services.
Download
SLA Consulting Services
A U.S.-governed agreement defining performance standards and deliverables for consulting services, including metrics and remedies for service failures.
Download
Standard SaaS Sla
A U.S.-governed agreement defining service levels and performance standards for SaaS solutions, including remedies for service failures.
Download
Sla Payment Terms
A U.S.-compliant legal document defining payment terms and conditions linked to service level agreements.
Download
Sla In Logistics
A U.S.-governed agreement defining performance standards and operational requirements between logistics service providers and their customers.
Download
IT Department Sla
A U.S.-compliant agreement defining service standards between an internal IT department and business units.
Download
Agency Service Level Agreement
A U.S.-governed agreement defining service levels and performance metrics between a principal and their agent, establishing measurable standards and compliance requirements.
Download
Sla Ola
US-governed Service Level Agreement (SLA) and Operating Level Agreement (OLA) defining service standards, performance metrics, and operational procedures between providers and recipients.
Download
Sla In Software Engineering
A U.S.-governed legal agreement defining performance standards and service levels for software service delivery between provider and customer.
Download
Contact Center Sla
US-jurisdiction Service Level Agreement for contact center operations, defining performance metrics and operational standards in compliance with American regulations.
Download
Customer Support Sla
A US-jurisdiction service level agreement defining customer support standards, metrics, and obligations between service provider and customer.
Download
Sla Service License Agreement
A U.S.-governed agreement defining service levels, performance metrics, and obligations between service providers and customers.
Download
Sla In Banking
A U.S.-governed agreement defining performance standards and compliance requirements for banking services, subject to federal and state banking regulations.
Download
SLA In Sales
A U.S.-compliant Service Level Agreement defining service standards and performance metrics in sales relationships.
Download
Courier Service Level Agreement
A U.S.-governed agreement establishing performance standards and terms for courier services, subject to federal and state transportation laws.
Download
Application Availability Sla
A U.S.-governed agreement defining guaranteed uptime and availability metrics for software applications, including remedies for service disruptions.
Download
Sla For Software Development Project
A U.S.-governed agreement establishing performance metrics and quality standards for software development services, including deliverables and service levels.
Download
Recruitment Process Outsourcing Service Level Agreements
A U.S.-governed agreement defining terms, metrics, and obligations for outsourced recruitment services between an RPO provider and client organization.
Download
Industry Standard Sla
A U.S.-compliant agreement defining service standards, metrics, and remedies between service providers and customers.
Download
Incident Response Time Sla
A U.S.-compliant service level agreement defining response times and procedures for handling security incidents and system disruptions.
Download
99.99 Sla
A U.S.-governed Service Level Agreement establishing 99.99% uptime commitment with detailed service metrics and remedies for critical technical services.
Download
Service Level Agreement Human Resources
A U.S.-compliant agreement defining performance standards and deliverables for HR service provision.
Download
Hr Sla
A U.S.-compliant Human Resources Service Level Agreement defining HR service delivery standards, metrics, and obligations between service provider and client.
Download
Recruiting Sla
A U.S.-compliant agreement defining performance metrics and service standards between a company and its recruitment service provider.
Download
SLA For Website Development
A US-governed agreement defining service levels and performance metrics for website development services.
Download
Sla For Testing Projects
A U.S.-compliant Service Level Agreement defining terms and metrics for software testing services.
Download
SLA For Cleaning Services
A U.S.-compliant service level agreement defining terms, conditions, and performance standards for professional cleaning services.
Download
Marketing Agency Service Level Agreement
A U.S.-governed agreement defining performance standards and deliverables between a marketing agency and its client.
Download
Corporate Level Sla
A U.S.-governed agreement defining service performance standards and metrics between service providers and corporate customers.
Download
Sla In Telecom
US-compliant telecommunications Service Level Agreement template defining service standards and performance metrics between providers and customers.
Download
Service Level Agreement For IT Services
A US-governed agreement defining service levels, metrics, and responsibilities between IT service providers and their clients.
Download
Supplier Service Level Agreement
A U.S.-governed agreement defining service levels, performance metrics, and remedies between a supplier and customer.
Download
Service Level Agreement For Warehousing And Distribution
A U.S.-governed agreement establishing performance metrics and operational requirements between warehouse service providers and clients.
Download
Msp Sla
A US-based legal agreement defining service levels and responsibilities between an IT managed service provider and their client.
Download
Sla Contract
A U.S.-governed contract defining service levels, metrics, and obligations between service provider and customer.
Download
Sla Api
A U.S.-compliant legal agreement defining performance metrics and service obligations for API services.
Download
Production Sla
A U.S.-governed agreement defining service levels, performance metrics, and quality standards for production services, with specified remedies for non-compliance.
Download
ұԾ’s Security Promise
Genie is the safest place to draft. Here’s how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; ұԾ’s AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
We are ISO27001 certified, so your data is secure
Organizational security:
You retain IP ownership of your documents and their information
You have full control over your data and who gets to see it
.png)