The Availability SLA is essential for organizations requiring guaranteed levels of service availability for their critical systems and applications. This document type is commonly used in India's growing technology sector, where service providers must commit to specific uptime percentages and performance standards. The agreement details how availability is measured, what constitutes downtime, acceptable thresholds, and compensation mechanisms for breaches. It's particularly crucial in regulated industries where system availability directly impacts compliance requirements. The document follows Indian contract law principles while incorporating international best practices in IT service management. An Availability SLA typically includes technical specifications, monitoring mechanisms, reporting requirements, and remediation processes, making it a fundamental tool for managing service delivery expectations and provider accountability.
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1. Parties: Identification of the service provider and customer, including registered addresses and company details
2. Background: Context of the agreement and relationship between the parties
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used in the SLA
4. Service Availability Commitments: Specific commitments regarding system uptime, availability percentages, and service hours
5. Service Level Measurement: Methodology for measuring and calculating availability, including monitoring tools and reporting mechanisms
6. Exclusions and Exceptions: Defined circumstances that are excluded from availability calculations, such as planned maintenance
7. Service Credits and Penalties: Compensation structure for failure to meet availability commitments
8. Reporting and Review: Requirements for regular reporting of service levels and periodic review meetings
9. Incident Response and Resolution: Process for handling service disruptions and restoration commitments
10. Force Majeure: Circumstances under which parties are relieved from their obligations
11. Term and Termination: Duration of the agreement and conditions for termination
12. Governing Law and Jurisdiction: Specification of Indian law as governing law and jurisdiction for dispute resolution
1. Data Protection and Privacy: Additional provisions for handling sensitive data, recommended when personal or sensitive data is involved
2. Disaster Recovery: Specific provisions for disaster recovery scenarios, recommended for critical services
3. Security Requirements: Detailed security obligations, recommended for services handling sensitive information
4. Customer Obligations: Specific customer responsibilities, recommended when customer actions significantly impact service delivery
5. Change Management: Procedures for implementing changes, recommended for complex technical environments
6. Service Level Evolution: Mechanisms for updating service levels over time, recommended for long-term agreements
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and measurement criteria
2. Schedule 2 - Service Credit Calculations: Detailed formulas and examples for calculating service credits
3. Schedule 3 - Technical Infrastructure: Description of systems and infrastructure covered by the SLA
4. Schedule 4 - Contact Matrix: Contact details for key personnel and escalation paths
5. Schedule 5 - Reporting Templates: Standard formats for service level reports and reviews
6. Appendix A - Incident Classification: Criteria for classifying incidents and corresponding response times
7. Appendix B - Maintenance Windows: Agreed maintenance schedules and procedures
Relevant legal definitions
Availability
Availability Percentage
Business Day
Business Hours
Downtime
Emergency Maintenance
Excluded Events
Force Majeure Events
Incident
Major Incident
Maintenance Window
Measurement Period
Monitoring Tools
Planned Maintenance
Recovery Time Objective (RTO)
Response Time
Service
Service Credits
Service Hours
Service Level Failure
Service Level Report
Service Restoration
System
Total Time
Unplanned Downtime
Uptime
User
Working Hours
Critical Infrastructure
Service Components
Resolution Time
Support Levels
Emergency Contact
Escalation Path
Performance Metrics
Remedy Period
Service Window
Support Hours
Technical Infrastructure
Third Party Dependencies
Availability Percentage
Business Day
Business Hours
Downtime
Emergency Maintenance
Excluded Events
Force Majeure Events
Incident
Major Incident
Maintenance Window
Measurement Period
Monitoring Tools
Planned Maintenance
Recovery Time Objective (RTO)
Response Time
Service
Service Credits
Service Hours
Service Level Failure
Service Level Report
Service Restoration
System
Total Time
Unplanned Downtime
Uptime
User
Working Hours
Critical Infrastructure
Service Components
Resolution Time
Support Levels
Emergency Contact
Escalation Path
Performance Metrics
Remedy Period
Service Window
Support Hours
Technical Infrastructure
Third Party Dependencies
Clauses
Service Levels
Performance Measurement
Service Credits
Service Availability
Incident Management
Maintenance
Force Majeure
Termination
Liability
Indemnification
Confidentiality
Data Protection
Dispute Resolution
Governing Law
Assignment
Subcontracting
Change Management
Reporting
Audit Rights
Service Reviews
Remediation
Business Continuity
Technical Support
Security
Compliance
Insurance
Notices
Entire Agreement
Severability
Warranties
Force Majeure
Intellectual Property
Performance Measurement
Service Credits
Service Availability
Incident Management
Maintenance
Force Majeure
Termination
Liability
Indemnification
Confidentiality
Data Protection
Dispute Resolution
Governing Law
Assignment
Subcontracting
Change Management
Reporting
Audit Rights
Service Reviews
Remediation
Business Continuity
Technical Support
Security
Compliance
Insurance
Notices
Entire Agreement
Severability
Warranties
Force Majeure
Intellectual Property
Relevant Industries
Information Technology
Banking and Financial Services
Healthcare
E-commerce
Telecommunications
Manufacturing
Government and Public Sector
Insurance
Retail
Education
Relevant Teams
Legal
Information Technology
Operations
Service Delivery
Procurement
Risk and Compliance
Infrastructure
Technical Support
Service Management
Contract Administration
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Operations Manager
Legal Counsel
Procurement Manager
Contract Manager
Chief Information Officer
Technical Account Manager
Service Level Manager
IT Infrastructure Manager
Risk Management Officer
Compliance Officer
Solutions Architect
IT Operations Lead
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