Internet SLA Template for India

1. Parties: Identification of the service provider and customer, including registered addresses and company details

2. Background: Context of the agreement and brief description of the services being provided

3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used in the agreement

4. Service Description: Comprehensive description of the internet services being provided, including bandwidth, technology, and access points

5. Service Levels: Specific, measurable performance metrics including uptime guarantees, bandwidth commitments, and latency parameters

6. Service Level Measurements: Methods and procedures for measuring and monitoring service levels

7. Service Credits and Penalties: Compensation structure for service level failures and calculation methodology

8. Support Services: Details of technical support, including response times and escalation procedures

9. Customer Obligations: Customer responsibilities and requirements for maintaining service quality

10. Security Requirements: Security measures and protocols to be maintained by both parties

11. Term and Termination: Duration of agreement, renewal terms, and termination conditions

12. Payment Terms: Pricing, payment schedule, and billing procedures

13. Limitation of Liability: Limits on liability and exclusions as per Indian law

14. Force Majeure: Circumstances under which service levels may not be met due to events beyond reasonable control

15. Governing Law and Jurisdiction: Specification of Indian law as governing law and jurisdiction for dispute resolution

1. Schedule A - Service Specifications: Detailed technical specifications of the internet service

2. Schedule B - Service Level Metrics: Detailed breakdown of all service level targets and measurements

3. Schedule C - Fee Schedule: Detailed pricing structure and service credit calculations

4. Schedule D - Support Procedures: Detailed support processes, contact information, and escalation matrix

5. Schedule E - Acceptable Use Policy: Rules and regulations governing the use of the internet service

6. Schedule F - Network Architecture: Technical diagram and description of network setup and connection points

7. Appendix 1 - Service Location Details: List of service locations and specific requirements for each

8. Appendix 2 - Technical Contact Information: Contact details for technical representatives from both parties