This Platform SLA template is designed for use in India when establishing formal service level commitments between platform service providers and their customers. It is particularly relevant in today's digital economy where businesses increasingly rely on platform services for critical operations. The document incorporates requirements from the Information Technology Act, 2000, and subsequent regulations, including data protection rules and intermediary guidelines. The Platform SLA covers essential aspects such as service availability, performance metrics, support levels, security requirements, and compliance obligations. It is structured to accommodate various platform types, from cloud services to enterprise software platforms, and includes provisions for service credits, reporting mechanisms, and escalation procedures. This template is regularly updated to reflect changes in Indian technology laws and industry best practices.
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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 platform service being provided
3. Definitions: Definitions of technical terms, service metrics, and other key terms used in the agreement
4. Service Description: Detailed description of the platform services covered under the agreement
5. Service Levels and Performance Metrics: Specific commitments regarding platform availability, performance, and response times
6. Service Credits and Penalties: Calculation and application of credits or penalties for service level failures
7. Support Services: Description of technical support levels, response times, and escalation procedures
8. Customer Obligations: Customer responsibilities and requirements for using the platform
9. Data Protection and Security: Obligations regarding data security, privacy, and compliance with Indian IT laws
10. Fees and Payment Terms: Pricing, payment schedule, and related financial terms
11. Term and Termination: Duration of agreement, renewal terms, and termination provisions
12. Limitation of Liability: Liability caps and exclusions in accordance with Indian law
13. Dispute Resolution: Process for resolving disputes, including jurisdiction and governing law
14. General Provisions: Standard boilerplate clauses including notices, assignment, and force majeure
1. Disaster Recovery: Detailed disaster recovery and business continuity procedures, recommended for critical services
2. Change Management: Procedures for implementing changes to the platform or service levels, useful for complex implementations
3. Audit Rights: Customer rights to audit service provider's compliance, important for regulated industries
4. Migration Services: Terms governing transition of services at start and end of contract, relevant for complex platforms
5. Intellectual Property Rights: Detailed IP provisions if platform involves custom development or customer-specific modifications
6. Third-Party Service Providers: Terms governing use of subcontractors or third-party services, if applicable
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service level measurements and calculations
2. Schedule 2 - Support Procedures: Detailed support processes, contact information, and escalation procedures
3. Schedule 3 - Fee Schedule: Detailed pricing, including service credits calculation methodology
4. Schedule 4 - Technical Requirements: Platform technical specifications and minimum requirements
5. Schedule 5 - Security Standards: Detailed security protocols and compliance requirements
6. Schedule 6 - Service Credits Calculation: Detailed methodology for calculating service credits and penalties
7. Appendix A - Incident Response Plan: Procedures for handling and reporting service incidents
8. Appendix B - Report Formats: Templates and formats for regular service level reporting
Relevant legal definitions
Availability
Authorized Users
Business Day
Business Hours
Confidential Information
Critical Incident
Customer Data
Data Protection Laws
Disaster Recovery Plan
Documentation
Downtime
Emergency Maintenance
Force Majeure Event
Incident
Incident Response Time
Integration
Maintenance Window
Major Release
Minor Release
Monthly Service Fee
Performance Metrics
Platform
Platform Services
Priority Levels
Resolution Time
Response Time
Scheduled Maintenance
Security Breach
Service Credits
Service Hours
Service Level Failure
Service Level Measurement Period
Service Level Requirements
Service Levels
Service Provider Systems
Support Hours
Support Services
System Requirements
Technical Support
Unscheduled Downtime
Update
Upgrade
User Authentication
Virus
Vulnerability
Authorized Users
Business Day
Business Hours
Confidential Information
Critical Incident
Customer Data
Data Protection Laws
Disaster Recovery Plan
Documentation
Downtime
Emergency Maintenance
Force Majeure Event
Incident
Incident Response Time
Integration
Maintenance Window
Major Release
Minor Release
Monthly Service Fee
Performance Metrics
Platform
Platform Services
Priority Levels
Resolution Time
Response Time
Scheduled Maintenance
Security Breach
Service Credits
Service Hours
Service Level Failure
Service Level Measurement Period
Service Level Requirements
Service Levels
Service Provider Systems
Support Hours
Support Services
System Requirements
Technical Support
Unscheduled Downtime
Update
Upgrade
User Authentication
Virus
Vulnerability
Clauses
Service Levels
Performance Metrics
Service Credits
Technical Support
Maintenance
Data Protection
Security Requirements
Confidentiality
Intellectual Property
Warranties
Limitation of Liability
Indemnification
Force Majeure
Term and Termination
Payment Terms
Dispute Resolution
Governing Law
Assignment
Subcontracting
Audit Rights
Reporting
Business Continuity
Disaster Recovery
Change Management
Notice Requirements
Regulatory Compliance
Service Provider Obligations
Customer Obligations
Integration Requirements
Access Rights
User Authentication
Incident Response
Root Cause Analysis
Service Level Monitoring
Escalation Procedures
Performance Metrics
Service Credits
Technical Support
Maintenance
Data Protection
Security Requirements
Confidentiality
Intellectual Property
Warranties
Limitation of Liability
Indemnification
Force Majeure
Term and Termination
Payment Terms
Dispute Resolution
Governing Law
Assignment
Subcontracting
Audit Rights
Reporting
Business Continuity
Disaster Recovery
Change Management
Notice Requirements
Regulatory Compliance
Service Provider Obligations
Customer Obligations
Integration Requirements
Access Rights
User Authentication
Incident Response
Root Cause Analysis
Service Level Monitoring
Escalation Procedures
Relevant Industries
Information Technology
E-commerce
Financial Services
Healthcare
Education Technology
Telecommunications
Manufacturing
Retail
Professional Services
Cloud Services
Software as a Service
Digital Media
Logistics and Supply Chain
Relevant Teams
Legal
Information Technology
Procurement
Operations
Compliance
Risk Management
Vendor Management
Information Security
Service Delivery
Technical Support
Contract Administration
Relevant Roles
Chief Technology Officer
IT Director
Procurement Manager
Legal Counsel
Compliance Officer
Service Delivery Manager
Platform Manager
Operations Director
Technical Account Manager
Contract Manager
Risk Manager
Information Security Officer
Vendor Management Lead
Digital Transformation Manager
Cloud Services Manager
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