The External Service Level Agreement (SLA) is a crucial document used when organizations engage external service providers for ongoing service delivery under Indian jurisdiction. This agreement type is essential for establishing clear performance expectations, service standards, and accountability measures between the contracting parties. It provides a detailed framework for service delivery, including specific metrics, reporting requirements, and remedies for service failures, while ensuring compliance with Indian legal requirements such as the Indian Contract Act, 1872, and the Information Technology Act, 2000. The document is particularly important in today's business environment where organizations increasingly rely on external service providers for critical business functions, and require clear, measurable standards for service delivery and performance monitoring.
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 Genie AI's market-leading legal AI identify missing terms, unusual language, compliance issues and more - in just seconds.
Upload your Doc
1. Parties: Identification and details of the service provider and service recipient
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, metrics, and key concepts used in the agreement
4. Scope of Services: Detailed description of services to be provided, including basic service levels
5. Service Level Metrics: Specific, measurable performance indicators and targets
6. Monitoring and Reporting: Procedures for measuring, monitoring, and reporting service performance
7. Service Credits and Penalties: Compensation mechanism for service level failures
8. Payment Terms: Pricing, payment schedule, and related financial terms
9. Term and Termination: Duration of agreement, renewal terms, and termination conditions
10. Obligations of the Parties: Specific responsibilities of both service provider and recipient
11. Confidentiality: Protection and handling of confidential information
12. Data Protection: Compliance with data protection laws and data handling procedures
13. Force Majeure: Provisions for unforeseen circumstances affecting service delivery
14. Dispute Resolution: Process for resolving disagreements and jurisdictional matters
15. General Provisions: Standard legal clauses including notices, amendments, and governing law
1. Disaster Recovery: Procedures for service continuity in case of disasters - include when services are critical or involve significant data handling
2. Intellectual Property Rights: Protection of IP and licensing terms - include when services involve software, content creation, or proprietary methodologies
3. Security Requirements: Specific security protocols and compliance requirements - include for services involving sensitive data or systems
4. Transition Services: Procedures for service handover at start and end - include for complex service relationships or when significant knowledge transfer is required
5. Subcontracting: Terms for engaging third-party service providers - include when subcontracting is likely or permitted
6. Insurance: Required insurance coverage - include for high-risk services or when mandated by regulation
7. Compliance with Specific Regulations: Industry-specific regulatory requirements - include based on service sector (e.g., healthcare, financial services)
1. Schedule 1: Service Descriptions: Detailed technical specifications of each service component
2. Schedule 2: Service Level Specifications: Detailed metrics, measurement methods, and targets for each service level
3. Schedule 3: Pricing and Payment Schedule: Detailed pricing structure, rates, and payment terms
4. Schedule 4: Escalation Matrix: Contact details and procedures for issue escalation
5. Schedule 5: Reports and Documentation: Templates and specifications for required reports
6. Schedule 6: Technical Infrastructure: Details of technical requirements and infrastructure specifications
7. Appendix A: Service Credit Calculations: Formulas and examples for calculating service credits
8. Appendix B: Change Control Procedure: Process for requesting and implementing changes to services
Relevant legal definitions
Agreement
Applicable Law
Authorized Representative
Business Day
Business Hours
Confidential Information
Contract Year
Critical Service Level
Customer Data
Deliverables
Disaster Recovery Plan
Effective Date
Emergency Maintenance
Escalation Matrix
Force Majeure Event
Initial Term
Intellectual Property Rights
Key Performance Indicators (KPIs)
Maintenance Window
Material Breach
Measurement Period
Minimum Service Level
Operating Hours
Performance Credits
Performance Reports
Planned Maintenance
Priority Levels
Recovery Time Objective (RTO)
Renewal Term
Response Time
Resolution Time
Service Credits
Service Hours
Service Level Failure
Service Level Metrics
Service Level Requirements
Service Provider Personnel
Services
Severity Levels
Site
Standard Operating Procedures
System
Target Service Level
Term
Third-Party Services
Unplanned Downtime
Working Hours
Applicable Law
Authorized Representative
Business Day
Business Hours
Confidential Information
Contract Year
Critical Service Level
Customer Data
Deliverables
Disaster Recovery Plan
Effective Date
Emergency Maintenance
Escalation Matrix
Force Majeure Event
Initial Term
Intellectual Property Rights
Key Performance Indicators (KPIs)
Maintenance Window
Material Breach
Measurement Period
Minimum Service Level
Operating Hours
Performance Credits
Performance Reports
Planned Maintenance
Priority Levels
Recovery Time Objective (RTO)
Renewal Term
Response Time
Resolution Time
Service Credits
Service Hours
Service Level Failure
Service Level Metrics
Service Level Requirements
Service Provider Personnel
Services
Severity Levels
Site
Standard Operating Procedures
System
Target Service Level
Term
Third-Party Services
Unplanned Downtime
Working Hours
Clauses
Interpretation
Service Scope
Service Levels
Performance Monitoring
Reporting Requirements
Service Credits
Payment Terms
Personnel
Compliance
Data Protection
Confidentiality
Intellectual Property
Warranties
Indemnification
Limitation of Liability
Insurance
Force Majeure
Term and Termination
Exit Management
Change Control
Dispute Resolution
Governing Law
Assignment
Subcontracting
Notices
Entire Agreement
Severability
Waiver
Amendment
Third Party Rights
Anti-Corruption
Business Continuity
Audit Rights
Security Requirements
Escalation Procedures
Service Scope
Service Levels
Performance Monitoring
Reporting Requirements
Service Credits
Payment Terms
Personnel
Compliance
Data Protection
Confidentiality
Intellectual Property
Warranties
Indemnification
Limitation of Liability
Insurance
Force Majeure
Term and Termination
Exit Management
Change Control
Dispute Resolution
Governing Law
Assignment
Subcontracting
Notices
Entire Agreement
Severability
Waiver
Amendment
Third Party Rights
Anti-Corruption
Business Continuity
Audit Rights
Security Requirements
Escalation Procedures
Relevant Industries
Information Technology
Business Process Outsourcing
Telecommunications
Healthcare Services
Financial Services
Manufacturing
Logistics and Supply Chain
Professional Services
Cloud Services
Facilities Management
Security Services
Consulting Services
Relevant Teams
Legal
Procurement
Operations
Vendor Management
Compliance
Risk Management
Information Technology
Quality Assurance
Project Management
Contract Administration
Relevant Roles
Chief Operating Officer
Procurement Manager
Legal Counsel
Contract Manager
Service Delivery Manager
Operations Director
Vendor Management Specialist
Quality Assurance Manager
Compliance Officer
Risk Manager
IT Director
Chief Technology Officer
Business Unit Head
Project Manager
Account Manager
Find the exact document you need
Maintaining SLA
An Indian-law governed Service Level Agreement (SLA) Maintenance Contract defining service standards, maintenance obligations, and performance metrics between service provider and customer.
find out more
Network SLA Monitoring
An Indian law-governed agreement establishing network service level monitoring requirements and performance standards between service providers and clients.
find out more
Meeting SLA
An Indian law-governed Service Level Agreement defining performance standards and quality metrics for meeting and conferencing services.
find out more
Document SLA
An Indian-law governed Service Level Agreement defining service standards, performance metrics, and mutual obligations between service provider and recipient.
find out more
SLA Production
An Indian law-governed Service Level Agreement defining performance metrics and quality standards for production services.
find out more
Sla In (Insurance)
An India-compliant Service Level Agreement template for insurance services, aligned with IRDAI regulations and Indian contract law.
find out more
SLA In HR
An HR Service Level Agreement governed by Indian law that defines performance metrics and standards for outsourced HR services.
find out more
SLA For IT Support Services
An Indian law-governed SLA defining terms, conditions, and service levels for IT support services provision, ensuring compliance with local IT regulations.
find out more
SLA Delivery Time
An India-compliant Service Level Agreement template focusing on delivery time commitments and performance standards, aligned with Indian contract law.
find out more
Service Level Agreement For Schools
An India-compliant Service Level Agreement template for schools and their service providers, incorporating educational regulatory requirements and service delivery standards.
find out more
Service Level Agreement For Digital Marketing
An Indian law-governed Service Level Agreement defining terms, metrics, and compliance requirements for digital marketing services.
find out more
P1 Incident SLA
Priority 1 (P1) Incident Service Level Agreement defining critical incident response requirements and commitments under Indian jurisdiction.
find out more
SLA Enterprise
An Enterprise Service Level Agreement under Indian law defining service terms, performance metrics, and compliance requirements for enterprise-level services.
find out more
Sla (Healthcare)
An Indian law-governed Healthcare Service Level Agreement defining performance standards and compliance requirements for healthcare service delivery.
find out more
SLA Uptime
An Indian law-governed Service Level Agreement defining uptime commitments, performance metrics, and remedies for service disruptions.
find out more
Sales SLA
An Indian law-governed Service Level Agreement defining sales service standards, performance metrics, and accountability measures between provider and customer.
find out more
Response SLA
An Indian law-governed Service Level Agreement defining response time commitments, metrics, and remedies for service delivery.
find out more
Cleaning Service Level Agreement
An Indian law-governed agreement establishing terms, conditions, and performance standards for professional cleaning services.
find out more
Task SLA
An Indian jurisdiction Task SLA defining performance metrics, service standards, and remediation procedures for specific task execution between service provider and recipient.
find out more
SLA Training
An Indian law-governed agreement establishing performance metrics and delivery standards for professional training services.
find out more
SLA Time For Incidents
An Indian law-governed Service Level Agreement defining incident response time commitments and management procedures between service providers and clients.
find out more
SLA Tier 3
A Tier 3 Service Level Agreement under Indian law for high-availability data center services with 99.982% uptime commitment and redundant infrastructure systems.
find out more
SLA Storage
An Indian law-governed agreement defining terms, conditions, and service levels for data storage services, ensuring compliance with local regulations and industry standards.
find out more
SLA Employee
An Indian law-governed Employee SLA defining employment terms and performance metrics while ensuring compliance with Indian labor regulations.
find out more
SLA Database
An Indian law-governed SLA defining performance metrics and obligations for database management services, including uptime, security, and support requirements.
find out more
SLA Audit
An Indian law-governed document for evaluating and documenting Service Level Agreement compliance and performance metrics.
find out more
Shipping SLA
An Indian jurisdiction Service Level Agreement establishing performance standards and obligations for shipping services between provider and customer.
find out more
Latency SLA
An Indian law-governed agreement establishing latency-related service levels, measurement methods, and remedies for performance breaches in IT service delivery.
find out more
Service Level Agreement In Crm
An Indian-law compliant Service Level Agreement for CRM services, defining performance standards and operational requirements under Indian IT and data protection regulations.
find out more
Service Level Agreement Graphic Design
An Indian law-compliant Service Level Agreement for graphic design services, establishing service standards and deliverables.
find out more
Premium SLA
Premium Service Level Agreement template for high-value enterprise services, compliant with Indian law and regulations.
find out more
Performance SLA
Indian-law compliant Performance SLA template defining service standards, metrics, and remedies for service delivery management.
find out more
Outside SLA
An Outside SLA agreement under Indian law for services provided without standard service level guarantees.
find out more
Monthly SLA
A Monthly Service Level Agreement under Indian law defining service commitments, performance metrics, and compliance requirements between service provider and recipient.
find out more
Guaranteed SLA
An Indian law-compliant Guaranteed Service Level Agreement template establishing binding service commitments with specific performance metrics and penalties.
find out more
Finance SLA
An Indian law-governed service level agreement for financial services operations, establishing performance metrics and regulatory compliance requirements.
find out more
Easy SLA
A simplified Service Level Agreement template under Indian law, designed for straightforward service commitments between providers and customers.
find out more
Demo SLA
An Indian law-governed Service Level Agreement establishing service standards, performance metrics, and delivery commitments between service provider and recipient.
find out more
Level 3 SLA
An Indian law-governed Level 3 Service Level Agreement for enterprise-grade IT services with comprehensive performance metrics and compliance requirements.
find out more
Compute SLA
An Indian law-governed agreement defining service levels and obligations for computing services, with specific performance metrics and remedies.
find out more
Genie’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; Genie’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)
.png)