The Multi Level Service Agreement (MLSA) is designed for situations where services need to be delivered at different tiers or levels, each with its own specific performance standards, pricing, and support mechanisms. This document type is particularly relevant in the Indian business context, where it must comply with the Indian Contract Act, 1872, and related legislation. It is commonly used in technology services, outsourcing arrangements, and managed services where clients require different levels of service based on their business criticality, budget, or operational requirements. The MLSA includes detailed specifications for each service tier, measurement methodologies, reporting requirements, escalation procedures, and remedies for service level breaches. This type of agreement is essential when organizations need to formalize complex service relationships with varying quality of service commitments and corresponding price points.
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 of all contracting parties, including primary service provider and customer
2. Background: Context of the agreement, relationship between parties, and general purpose of the MLSA
3. Definitions: Detailed definitions of technical terms, service levels, metrics, and other key terms used throughout the agreement
4. Service Scope: Overall scope of services to be provided across all service levels
5. Service Level Categories: Definition and description of different service tiers/levels offered
6. Performance Metrics: Specific measurable criteria for each service level
7. Monitoring and Reporting: Procedures for monitoring service levels and reporting performance
8. Service Credits and Penalties: Compensation mechanism for service level failures
9. Escalation Procedures: Process for handling service issues and disputes
10. Payment Terms: Pricing structure for different service levels and payment conditions
11. Term and Termination: Duration of agreement and termination provisions
12. Confidentiality: Protection of confidential information and data
13. Liability and Indemnification: Limitation of liability and indemnification obligations
14. Force Majeure: Circumstances excusing performance obligations
15. Governing Law and Jurisdiction: Application of Indian law and jurisdiction for disputes
1. Data Protection and Privacy: Specific provisions for handling personal data - required if personal data processing is involved
2. Disaster Recovery: Procedures for service continuity in case of disasters - recommended for critical services
3. Security Requirements: Specific security measures and compliance requirements - needed for sensitive operations
4. Intellectual Property Rights: IP ownership and licensing terms - required if IP is being created or licensed
5. Change Management: Procedures for implementing service or requirement changes - recommended for long-term agreements
6. Transition Services: Provisions for service transition at start and end - needed for complex service arrangements
7. Compliance with Laws: Specific regulatory compliance obligations - required for regulated industries
8. Insurance: Insurance requirements - recommended for high-risk services
1. Schedule A - Service Level Specifications: Detailed technical specifications for each service level
2. Schedule B - Performance Metrics and Measurement: Detailed methodology for measuring and calculating performance metrics
3. Schedule C - Pricing and Payment Structure: Detailed pricing for each service level and payment terms
4. Schedule D - Service Credit Calculations: Formula and examples for calculating service credits
5. Schedule E - Operational Procedures: Day-to-day operational procedures and requirements
6. Schedule F - Contact Details and Escalation Matrix: Key contacts and escalation hierarchy for both parties
7. Schedule G - Technical Infrastructure Requirements: Required technical infrastructure and specifications
8. Appendix 1 - Report Templates: Standard templates for performance reporting
9. Appendix 2 - Security Policies: Detailed security policies and procedures
Relevant legal definitions
Agreement
Service Levels
Service Level Credits
Service Level Failure
Gold Tier Service
Silver Tier Service
Bronze Tier Service
Premium Support
Standard Support
Basic Support
Response Time
Resolution Time
Business Day
Business Hours
Critical Incident
Major Incident
Minor Incident
Measurement Period
Performance Metrics
Service Level Objectives
Service Level Requirements
Service Credits
Service Reports
Monthly Service Review
Scheduled Maintenance
Emergency Maintenance
Force Majeure Event
Service Commencement Date
Implementation Period
Transition Period
Key Performance Indicators
Monitoring Tools
Dashboard
Escalation Matrix
Support Desk
Help Desk
Resolution
Workaround
Root Cause Analysis
Service Availability
Uptime
Downtime
System
Infrastructure
Network
Applications
Confidential Information
Intellectual Property Rights
Documentation
Change Request
Service Improvement Plan
Disaster Recovery Plan
Business Continuity Plan
Acceptance Criteria
Quality Standards
Compliance Requirements
Security Requirements
Data Protection Requirements
Service Provider Personnel
Customer Personnel
Authorized Representatives
Subcontractors
Third Party Providers
Service Location
Territory
Charges
Additional Charges
Service Credit Cap
Payment Terms
Dispute Resolution
Governing Law
Jurisdiction
Service Levels
Service Level Credits
Service Level Failure
Gold Tier Service
Silver Tier Service
Bronze Tier Service
Premium Support
Standard Support
Basic Support
Response Time
Resolution Time
Business Day
Business Hours
Critical Incident
Major Incident
Minor Incident
Measurement Period
Performance Metrics
Service Level Objectives
Service Level Requirements
Service Credits
Service Reports
Monthly Service Review
Scheduled Maintenance
Emergency Maintenance
Force Majeure Event
Service Commencement Date
Implementation Period
Transition Period
Key Performance Indicators
Monitoring Tools
Dashboard
Escalation Matrix
Support Desk
Help Desk
Resolution
Workaround
Root Cause Analysis
Service Availability
Uptime
Downtime
System
Infrastructure
Network
Applications
Confidential Information
Intellectual Property Rights
Documentation
Change Request
Service Improvement Plan
Disaster Recovery Plan
Business Continuity Plan
Acceptance Criteria
Quality Standards
Compliance Requirements
Security Requirements
Data Protection Requirements
Service Provider Personnel
Customer Personnel
Authorized Representatives
Subcontractors
Third Party Providers
Service Location
Territory
Charges
Additional Charges
Service Credit Cap
Payment Terms
Dispute Resolution
Governing Law
Jurisdiction
Clauses
Definitions and Interpretation
Service Scope
Service Level Categories
Performance Standards
Service Level Measurement
Service Level Reporting
Service Credits
Monitoring and Testing
Customer Obligations
Service Provider Obligations
Transition Services
Implementation
Change Management
Payment Terms
Invoicing
Service Credits and Penalties
Key Personnel
Subcontracting
Intellectual Property Rights
Data Protection
Confidentiality
Security Requirements
Audit Rights
Compliance
Insurance
Liability and Indemnification
Force Majeure
Dispute Resolution
Termination
Exit Management
Business Continuity
Disaster Recovery
Notices
Assignment and Novation
Amendments
Severability
Entire Agreement
Governing Law
Jurisdiction
Counterparts
Waiver
Third Party Rights
Anti-Bribery and Corruption
Records and Documentation
Relationship of Parties
Publicity and Announcements
Service Scope
Service Level Categories
Performance Standards
Service Level Measurement
Service Level Reporting
Service Credits
Monitoring and Testing
Customer Obligations
Service Provider Obligations
Transition Services
Implementation
Change Management
Payment Terms
Invoicing
Service Credits and Penalties
Key Personnel
Subcontracting
Intellectual Property Rights
Data Protection
Confidentiality
Security Requirements
Audit Rights
Compliance
Insurance
Liability and Indemnification
Force Majeure
Dispute Resolution
Termination
Exit Management
Business Continuity
Disaster Recovery
Notices
Assignment and Novation
Amendments
Severability
Entire Agreement
Governing Law
Jurisdiction
Counterparts
Waiver
Third Party Rights
Anti-Bribery and Corruption
Records and Documentation
Relationship of Parties
Publicity and Announcements
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Managed Services
Business Process Outsourcing
Healthcare Technology
Financial Services
Enterprise Software
Data Center Services
Digital Infrastructure
Professional Services
Consulting Services
Relevant Teams
Legal
Operations
Service Delivery
Information Technology
Procurement
Commercial
Risk and Compliance
Technical Operations
Account Management
Project Management
Business Development
Contract Administration
Relevant Roles
Chief Technology Officer
Head of Legal
Service Delivery Manager
Contract Manager
Operations Director
Commercial Director
Chief Information Officer
Procurement Manager
Legal Counsel
Service Level Manager
Account Executive
Project Manager
Risk Manager
Compliance Officer
Technical Operations Manager
Business Development 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)