The Guaranteed Uptime SLA is essential for businesses operating in India that rely on continuous availability of technology services or infrastructure. This agreement is typically used when a service provider commits to maintaining specific levels of service availability, measured as a percentage of total operational time. It includes detailed provisions for measuring uptime, handling scheduled maintenance, calculating service credits, and managing service disruptions. The document complies with Indian contract law and IT regulations, making it suitable for both domestic and international service providers operating in India. The agreement is particularly crucial for critical systems where downtime can result in significant business impact or financial loss.
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1. Parties: Identifies the service provider and customer, including their registered addresses and company details
2. Background: Establishes the context of the agreement and the services being provided
3. Definitions: Defines key terms including 'Uptime', 'Downtime', 'Scheduled Maintenance', 'Service Credits', and other technical terminology
4. Service Levels: Specifies the guaranteed uptime percentage and how it is measured
5. Measurement and Monitoring: Details how uptime will be monitored, measured, and reported
6. Service Credits and Compensation: Explains the calculation and application of service credits or other compensation for failing to meet SLAs
7. Scheduled Maintenance: Outlines procedures and notice periods for planned maintenance activities
8. Problem Resolution: Describes the process for addressing and resolving service issues
9. Reporting: Specifies the frequency and format of uptime reports
10. Term and Termination: States the duration of the agreement and conditions for termination
11. General Provisions: Includes standard legal clauses such as governing law, notices, and amendments
1. Force Majeure: Defines circumstances beyond reasonable control that excuse performance failures
2. Third-Party Dependencies: Addresses impact of third-party services on uptime guarantees
3. Data Protection and Security: Additional provisions for handling sensitive data and maintaining security
4. Disaster Recovery: Specific procedures for major service disruptions
5. Service Level Reviews: Provisions for periodic review and adjustment of service levels
6. Customer Obligations: Specific requirements or cooperation needed from the customer
7. Change Management: Procedures for making changes to service specifications
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of the services and uptime guarantees
2. Schedule 2 - Service Credit Calculations: Formula and examples for calculating service credits
3. Schedule 3 - Monitoring and Measurement Methodology: Technical details of how uptime is measured and monitored
4. Schedule 4 - Escalation Matrix: Contact details and procedures for different levels of service issues
5. Schedule 5 - Report Templates: Standard formats for uptime and performance reports
6. Appendix A - Technical Infrastructure: Description of the technical infrastructure covered by the SLA
7. Appendix B - Excluded Events: List of events that don't count as downtime
Relevant legal definitions
Uptime
Downtime
Scheduled Maintenance
Emergency Maintenance
Service Hours
Service Credits
Service Level
Measurement Period
Monitoring Tools
Response Time
Resolution Time
Critical Incident
Major Incident
Minor Incident
Service Availability
Maintenance Window
Force Majeure Event
Business Day
Business Hours
Help Desk
Support Services
Authorized Users
Service Platform
Infrastructure
Network
Incident
Root Cause Analysis
Service Level Failure
Service Level Report
Measurement Methodology
Excluded Events
Service Interruption
System
Technical Support
User
Service Provider Personnel
Service Restoration
Performance Metrics
Reporting Period
Service Level Agreement
Service Credit Claim
Remedy Period
Critical Infrastructure
Baseline Services
Service Interface
Support Levels
Escalation Process
Downtime
Scheduled Maintenance
Emergency Maintenance
Service Hours
Service Credits
Service Level
Measurement Period
Monitoring Tools
Response Time
Resolution Time
Critical Incident
Major Incident
Minor Incident
Service Availability
Maintenance Window
Force Majeure Event
Business Day
Business Hours
Help Desk
Support Services
Authorized Users
Service Platform
Infrastructure
Network
Incident
Root Cause Analysis
Service Level Failure
Service Level Report
Measurement Methodology
Excluded Events
Service Interruption
System
Technical Support
User
Service Provider Personnel
Service Restoration
Performance Metrics
Reporting Period
Service Level Agreement
Service Credit Claim
Remedy Period
Critical Infrastructure
Baseline Services
Service Interface
Support Levels
Escalation Process
Clauses
Service Levels
Performance Measurement
Service Credits
Maintenance
Technical Support
Monitoring
Reporting
Force Majeure
Limitation of Liability
Indemnification
Confidentiality
Data Protection
Security
Disaster Recovery
Termination
Dispute Resolution
Governing Law
Amendment
Assignment
Subcontracting
Insurance
Audit Rights
Notice
Severability
Entire Agreement
Warranties
Service Provider Obligations
Customer Obligations
Intellectual Property
Compliance with Laws
Change Management
Escalation Procedures
Business Continuity
Root Cause Analysis
Performance Reviews
Performance Measurement
Service Credits
Maintenance
Technical Support
Monitoring
Reporting
Force Majeure
Limitation of Liability
Indemnification
Confidentiality
Data Protection
Security
Disaster Recovery
Termination
Dispute Resolution
Governing Law
Amendment
Assignment
Subcontracting
Insurance
Audit Rights
Notice
Severability
Entire Agreement
Warranties
Service Provider Obligations
Customer Obligations
Intellectual Property
Compliance with Laws
Change Management
Escalation Procedures
Business Continuity
Root Cause Analysis
Performance Reviews
Relevant Industries
Information Technology
Cloud Services
Telecommunications
Data Center Services
Software as a Service
E-commerce
Financial Services
Healthcare Technology
Digital Infrastructure
Managed Services
Relevant Teams
Legal
Information Technology
Operations
Service Delivery
Technical Support
Compliance
Infrastructure
Procurement
Contract Management
Customer Success
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Operations Manager
Technical Support Manager
Legal Counsel
Compliance Officer
Infrastructure Manager
Cloud Services Administrator
Contract Manager
Procurement Manager
System Administrator
Network Engineer
Service Level Manager
Account Manager
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