The Data Center Service Level Agreement is essential for organizations requiring professional data center services in India. This agreement is typically used when a business needs to outsource its data center operations or requires colocation services, establishing clear service levels and operational parameters. The document comprehensively addresses requirements under Indian law, including compliance with the IT Act 2000, data protection regulations, and relevant telecommunications laws. It covers critical aspects such as uptime guarantees, power availability, cooling systems, security measures, and technical support, while also addressing data sovereignty requirements specific to India. The agreement is structured to protect both service provider and customer interests, incorporating specific metrics for performance measurement and remedies for service disruptions.
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1. Parties: Identification of the data center service provider and the customer, including their registered addresses and company details
2. Background: Context of the agreement, brief description of the parties' businesses, and purpose of the agreement
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Services Overview: High-level description of the data center services to be provided
5. Term and Renewal: Duration of the agreement, renewal terms, and notice periods
6. Service Provider Obligations: Core obligations including service delivery, maintenance, security, and compliance requirements
7. Customer Obligations: Customer responsibilities, access protocols, and compliance requirements
8. Service Levels: Overview of service level commitments and reference to detailed SLA metrics in schedules
9. Fees and Payment Terms: Pricing, payment schedule, late payment consequences, and fee adjustment mechanisms
10. Security and Data Protection: Security standards, data protection measures, and compliance with IT Act and data protection laws
11. Confidentiality: Confidentiality obligations, permitted disclosures, and survival terms
12. Intellectual Property: IP ownership, licenses, and usage rights
13. Liability and Indemnification: Limitation of liability, indemnification obligations, and insurance requirements
14. Force Majeure: Force majeure events and their handling
15. Termination: Termination rights, notice periods, and consequences of termination
16. Exit Management: Transition assistance, data return/destruction, and post-termination obligations
17. Dispute Resolution: Dispute resolution process, governing law, and jurisdiction
18. General Provisions: Standard boilerplate clauses including notices, amendments, and assignment
1. Environmental Compliance: Required when the customer has specific environmental compliance requirements or when the services involve significant power consumption
2. Disaster Recovery: Optional when disaster recovery services are provided separately or when customer manages their own DR
3. Anti-Corruption Compliance: Required for government contracts or when dealing with public sector entities
4. Change Management: Detailed when frequent service or infrastructure changes are anticipated
5. Cloud Services Integration: Required when data center services include cloud service provider integration
6. Physical Security: Detailed section required when customer requires specific physical security measures beyond standard offerings
7. Regulatory Compliance: Required for regulated industries like banking, healthcare, or government services
1. Schedule 1 - Service Descriptions: Detailed technical specifications of all services provided
2. Schedule 2 - Service Level Agreement Metrics: Detailed service levels, measurement methods, and remedies for breach
3. Schedule 3 - Pricing and Payment Schedule: Detailed fee structure, pricing models, and payment terms
4. Schedule 4 - Technical Standards and Specifications: Infrastructure specifications, compliance standards, and technical requirements
5. Schedule 5 - Security Policies and Procedures: Detailed security protocols, access procedures, and compliance requirements
6. Schedule 6 - Operational Procedures: Day-to-day operational procedures, maintenance windows, and change management processes
7. Schedule 7 - Incident Management and Escalation: Incident classification, response times, and escalation procedures
8. Schedule 8 - Exit Management Plan: Detailed transition out procedures and timelines
9. Appendix A - Contact Details: Key personnel and emergency contact information
10. Appendix B - Approved Subcontractors: List of approved third-party service providers and subcontractors
11. Appendix C - Compliance Certificates: Copies of relevant compliance certificates and auditor reports
Relevant legal definitions
Actual Uptime
Authorized Personnel
Availability
Backup Services
Business Day
Business Hours
Colocation Services
Confidential Information
Critical Infrastructure
Cross-Connect
Customer Equipment
Data Center
Data Center Infrastructure
Data Protection Laws
Disaster Recovery
Downtime
Emergency Maintenance
Environmental Specifications
Equipment Room
Force Majeure Event
Incident
Infrastructure Services
Intellectual Property Rights
IT Act
Maintenance Window
Major Incident
Monitoring Services
Network Services
Operating Environment
Planned Maintenance
Power Distribution Unit
Power Usage Effectiveness
Rack Space
Remote Hands Service
Response Time
Resolution Time
Security Breach
Security Policies
Sensitive Personal Data
Service Credits
Service Levels
Service Level Failure
Service Provider Equipment
Service Provider Network
Service Request
Services
Scheduled Maintenance
Support Services
Technical Standards
Unplanned Outage
Uptime Guarantee
Utility Services
Authorized Personnel
Availability
Backup Services
Business Day
Business Hours
Colocation Services
Confidential Information
Critical Infrastructure
Cross-Connect
Customer Equipment
Data Center
Data Center Infrastructure
Data Protection Laws
Disaster Recovery
Downtime
Emergency Maintenance
Environmental Specifications
Equipment Room
Force Majeure Event
Incident
Infrastructure Services
Intellectual Property Rights
IT Act
Maintenance Window
Major Incident
Monitoring Services
Network Services
Operating Environment
Planned Maintenance
Power Distribution Unit
Power Usage Effectiveness
Rack Space
Remote Hands Service
Response Time
Resolution Time
Security Breach
Security Policies
Sensitive Personal Data
Service Credits
Service Levels
Service Level Failure
Service Provider Equipment
Service Provider Network
Service Request
Services
Scheduled Maintenance
Support Services
Technical Standards
Unplanned Outage
Uptime Guarantee
Utility Services
Clauses
Interpretation
Services Scope
Service Levels
Performance Monitoring
Technical Requirements
Infrastructure Standards
Security Requirements
Access Control
Data Protection
Confidentiality
Regulatory Compliance
Payment Terms
Service Credits
Maintenance
Equipment Installation
Power Supply
Cooling Systems
Network Connectivity
Remote Hands Support
Disaster Recovery
Business Continuity
Change Management
Incident Response
Environmental Compliance
Insurance
Liability
Indemnification
Force Majeure
Term and Termination
Exit Management
Intellectual Property
Subcontracting
Assignment
Dispute Resolution
Governing Law
Notice Requirements
Amendments
Entire Agreement
Severability
Third Party Rights
Anti-corruption
Force Majeure
Audit Rights
Services Scope
Service Levels
Performance Monitoring
Technical Requirements
Infrastructure Standards
Security Requirements
Access Control
Data Protection
Confidentiality
Regulatory Compliance
Payment Terms
Service Credits
Maintenance
Equipment Installation
Power Supply
Cooling Systems
Network Connectivity
Remote Hands Support
Disaster Recovery
Business Continuity
Change Management
Incident Response
Environmental Compliance
Insurance
Liability
Indemnification
Force Majeure
Term and Termination
Exit Management
Intellectual Property
Subcontracting
Assignment
Dispute Resolution
Governing Law
Notice Requirements
Amendments
Entire Agreement
Severability
Third Party Rights
Anti-corruption
Force Majeure
Audit Rights
Relevant Industries
Information Technology
Banking and Financial Services
Telecommunications
Healthcare
E-commerce
Manufacturing
Government and Public Sector
Insurance
Media and Entertainment
Education
Retail
Energy and Utilities
Relevant Teams
Legal
Information Technology
Infrastructure
Operations
Procurement
Finance
Compliance
Information Security
Risk Management
Facilities Management
Service Delivery
Technical Operations
Network Operations
Vendor Management
Relevant Roles
Chief Information Officer
Chief Technology Officer
IT Infrastructure Manager
Data Center Manager
Procurement Manager
Legal Counsel
Compliance Officer
Information Security Manager
Operations Director
Technical Operations Manager
Risk Manager
Facilities Manager
Service Delivery Manager
Contract Manager
Chief Financial Officer
IT Director
Enterprise Architect
Network Manager
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