The Easy SLA template addresses the growing need in the Indian market for simplified yet legally robust service level agreements. This document type is particularly useful for businesses seeking to establish clear service commitments without the complexity of traditional SLAs. It incorporates essential elements required under Indian contract law while maintaining accessibility and ease of use. The Easy SLA is specifically designed for situations where services are well-defined and straightforward, typically involving standard IT services, professional services, or routine business support functions. It includes core service metrics, basic performance standards, and fundamental obligations while eliminating unnecessary complexity often found in comprehensive SLAs. This template ensures compliance with the Indian Contract Act, 1872, and relevant provisions of the Information Technology Act, 2000, making it suitable for both traditional and digital service arrangements.
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1. Parties: Identification and details of the service provider and customer
2. Background: Context of the agreement and brief description of the services
3. Definitions: Clear explanations of technical terms and key concepts used in the agreement
4. Service Description: Overview of the services to be provided
5. Service Levels: Specific performance metrics and standards that the service provider commits to maintain
6. Performance Monitoring: Methods and frequency of measuring and reporting service performance
7. Support Services: Description of support services, including response times and escalation procedures
8. Responsibilities: Clear outline of both service provider and customer obligations
9. Term and Termination: Duration of the agreement and conditions for termination
10. Charges and Payment: Pricing, payment terms, and billing procedures
11. General Terms: Standard legal provisions including confidentiality, dispute resolution, and governing law
1. Change Management: Procedures for requesting and implementing changes to services - include for complex services or where frequent changes are expected
2. Disaster Recovery: Business continuity and disaster recovery procedures - include for critical services
3. Data Protection: Specific provisions for handling sensitive data - include when personal or confidential data is involved
4. Security Requirements: Detailed security measures and compliance requirements - include for IT services or when handling sensitive information
5. Third-Party Services: Provisions regarding subcontractors or third-party service providers - include when external vendors are involved
6. Training and Knowledge Transfer: Requirements for training customer staff - include when service requires significant customer interaction
1. Service Level Metrics: Detailed breakdown of performance metrics, targets, and measurement methods
2. Price Schedule: Detailed pricing information, including any variable charges or volume-based pricing
3. Support Procedures: Detailed support processes, contact information, and escalation matrices
4. Technical Specifications: Detailed technical requirements and service specifications
5. Service Credits: Calculation and application of service credits for performance failures
6. Reporting Templates: Standard formats for performance reports and service level measurements
Relevant legal definitions
Agreement
Service Hours
Business Day
Services
Service Levels
Service Credits
Response Time
Resolution Time
Support Request
Critical Incident
Major Incident
Minor Incident
Scheduled Maintenance
Emergency Maintenance
Performance Report
Service Period
Charges
Confidential Information
Authorized Representative
Force Majeure
Service Location
System
Uptime
Downtime
Help Desk
Escalation Path
Support Tier
Performance Metrics
Service Availability
Measurement Period
Service Hours
Business Day
Services
Service Levels
Service Credits
Response Time
Resolution Time
Support Request
Critical Incident
Major Incident
Minor Incident
Scheduled Maintenance
Emergency Maintenance
Performance Report
Service Period
Charges
Confidential Information
Authorized Representative
Force Majeure
Service Location
System
Uptime
Downtime
Help Desk
Escalation Path
Support Tier
Performance Metrics
Service Availability
Measurement Period
Clauses
Service Definition
Service Levels
Performance Measurement
Support Services
Response Times
Reporting
Payment Terms
Service Credits
Confidentiality
Data Protection
Intellectual Property
Force Majeure
Termination
Liability Limitation
Dispute Resolution
Governing Law
Amendment
Assignment
Notice
Entire Agreement
Service Levels
Performance Measurement
Support Services
Response Times
Reporting
Payment Terms
Service Credits
Confidentiality
Data Protection
Intellectual Property
Force Majeure
Termination
Liability Limitation
Dispute Resolution
Governing Law
Amendment
Assignment
Notice
Entire Agreement
Relevant Industries
Information Technology
Professional Services
Business Process Outsourcing
Cloud Services
Software Development
Customer Support Services
Managed Services
Consulting
Digital Services
Technical Support
Relevant Teams
Legal
Operations
Service Delivery
Account Management
Project Management
Customer Success
Sales
Procurement
IT Operations
Technical Support
Relevant Roles
Service Delivery Manager
Operations Manager
Account Manager
Contract Administrator
Project Manager
Business Analyst
IT Manager
Customer Success Manager
Procurement Manager
Legal Counsel
Sales Manager
Support Manager
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