This Production Support SLA is designed for organizations requiring formal documentation of production support commitments and service levels under English and Welsh law. The agreement establishes clear performance metrics, response times, and support procedures for maintaining critical production systems. It includes provisions for service availability, incident management, problem resolution, and performance monitoring, while ensuring compliance with relevant UK legislation and industry standards. This document is particularly vital for organizations where system uptime and rapid issue resolution are crucial to business operations.
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1. Parties: Identification and details of the contracting parties
2. Background: Context and purpose of the agreement
3. Definitions: Key terms used throughout the agreement
4. Service Levels: Detailed performance metrics and standards
5. Response and Resolution Times: Timeframes for addressing different categories of issues
6. Service Availability: Guaranteed uptime and maintenance windows
7. Monitoring and Reporting: Performance measurement and reporting requirements
8. Term and Termination: Duration of the agreement and conditions for termination
9. Payment Terms: Fees, payment schedule, and service credits
10. Governance: Management structure and review procedures
1. Disaster Recovery: Business continuity provisions for critical systems or data
2. Security Requirements: Specific security protocols and standards for handling sensitive data or systems
3. Change Management: Procedures for implementing system changes and updates
4. TUPE Provisions: Employment transfer provisions if staff transfers are involved
5. Regulatory Compliance: Specific provisions for regulated industries such as financial services
1. Schedule 1 - Service Level Metrics: Detailed breakdown of performance indicators and measurement methods
2. Schedule 2 - Escalation Matrix: Contact details and procedures for different levels of support
3. Schedule 3 - Pricing Schedule: Fee structure including any penalties or service credits
4. Schedule 4 - Technical Requirements: Specific technical specifications and requirements
5. Schedule 5 - Personnel: Key personnel and their roles in service delivery
6. Schedule 6 - Service Description: Detailed description of all services to be provided
Relevant legal definitions
Agreement
Business Day
Business Hours
Charges
Confidential Information
Critical Incident
Customer Data
Effective Date
Emergency Maintenance
Force Majeure Event
High Priority Incident
Incident
Initial Term
Intellectual Property Rights
Key Performance Indicators (KPIs)
Low Priority Incident
Medium Priority Incident
Maintenance Window
Normal Business Hours
Operating Environment
Performance Credits
Production Environment
Production Support Services
Resolution Time
Response Time
Service Credits
Service Hours
Service Level Agreement (SLA)
Service Level Failure
Service Levels
Service Provider Personnel
Support Request
System
Term
Third Party Software
Uptime
Working Hours
Business Day
Business Hours
Charges
Confidential Information
Critical Incident
Customer Data
Effective Date
Emergency Maintenance
Force Majeure Event
High Priority Incident
Incident
Initial Term
Intellectual Property Rights
Key Performance Indicators (KPIs)
Low Priority Incident
Medium Priority Incident
Maintenance Window
Normal Business Hours
Operating Environment
Performance Credits
Production Environment
Production Support Services
Resolution Time
Response Time
Service Credits
Service Hours
Service Level Agreement (SLA)
Service Level Failure
Service Levels
Service Provider Personnel
Support Request
System
Term
Third Party Software
Uptime
Working Hours
Clauses
Definitions and Interpretation
Service Levels
Support Services
Response Times
Resolution Times
Service Availability
Performance Monitoring
Service Credits
Incident Management
Escalation Procedures
Change Management
Maintenance Windows
Reporting Requirements
Customer Obligations
Service Provider Obligations
Key Personnel
Subcontracting
Fees and Payment
Intellectual Property Rights
Data Protection
Confidentiality
Security Requirements
Business Continuity
Disaster Recovery
Force Majeure
Limitation of Liability
Indemnification
Term and Termination
Exit Management
Dispute Resolution
Governing Law
Assignment and Novation
Notices
Entire Agreement
Severability
Waiver
Third Party Rights
Service Levels
Support Services
Response Times
Resolution Times
Service Availability
Performance Monitoring
Service Credits
Incident Management
Escalation Procedures
Change Management
Maintenance Windows
Reporting Requirements
Customer Obligations
Service Provider Obligations
Key Personnel
Subcontracting
Fees and Payment
Intellectual Property Rights
Data Protection
Confidentiality
Security Requirements
Business Continuity
Disaster Recovery
Force Majeure
Limitation of Liability
Indemnification
Term and Termination
Exit Management
Dispute Resolution
Governing Law
Assignment and Novation
Notices
Entire Agreement
Severability
Waiver
Third Party Rights
Relevant Industries
Relevant Teams
Relevant Roles
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