This Sales SLA template is designed for use in the Indian business context, complying with local laws and regulations including the Indian Contract Act, 1872, and Consumer Protection Act, 2019. It serves as a crucial document for establishing clear service expectations, performance metrics, and accountability measures in sales-related service arrangements. The agreement is particularly valuable when a service provider needs to commit to specific service levels, response times, and quality standards for their customers. It includes comprehensive provisions for service delivery, performance measurement, remedial actions, and dispute resolution, making it suitable for both domestic and international business relationships operating within Indian jurisdiction. The Sales SLA should be customized based on specific service offerings, industry requirements, and the particular needs of the contracting parties.
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1. Parties: Identification and details of the service provider and customer
2. Background: Context of the agreement and business relationship
3. Definitions: Detailed definitions of technical terms, KPIs, and other important terminology used in the agreement
4. Scope of Services: Detailed description of services to be provided under the agreement
5. Service Levels: Specific performance metrics, KPIs, and minimum service level requirements
6. Performance Monitoring: Methods and procedures for monitoring and reporting service performance
7. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods
8. Payment Terms: Pricing, payment schedule, invoicing, and payment conditions
9. Term and Termination: Duration of agreement, renewal terms, and termination conditions
10. Obligations of Parties: Specific responsibilities and obligations of both service provider and customer
11. Dispute Resolution: Process for handling disputes and escalation procedures
12. Confidentiality: Protection and handling of confidential information
13. Governing Law: Applicable law and jurisdiction
14. Force Majeure: Provisions for unforeseen circumstances and their handling
1. Data Protection and Privacy: Required if personal data processing is involved in service delivery
2. Intellectual Property Rights: Needed if services involve creation or use of intellectual property
3. Business Continuity: Important for critical services requiring disaster recovery plans
4. Change Management: Required for services that may need significant modifications during the term
5. Training and Support: Include if service involves customer training or ongoing support
6. Audit Rights: Important for regulated industries or when compliance verification is needed
7. Insurance: Required for high-risk services or when mandated by regulations
8. Anti-Corruption and Compliance: Important for international business or regulated industries
1. Schedule 1 - Service Specifications: Detailed technical specifications of services
2. Schedule 2 - Service Level Metrics: Detailed KPIs, measurement methodologies, and reporting formats
3. Schedule 3 - Pricing and Commercial Terms: Detailed pricing structure, rates, and commercial terms
4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures for various scenarios
5. Schedule 5 - Reports and Documentation: Templates and formats for regular reporting and documentation
6. Appendix A - Technical Requirements: Customer's technical infrastructure requirements and specifications
7. Appendix B - Service Credit Calculation: Detailed methodology for calculating service credits and penalties
Relevant legal definitions
Agreement
Applicable Law
Authorized Representative
Business Day
Business Hours
Confidential Information
Contract Year
Critical Service Failure
Customer
Customer Data
Delivery Location
Dispute
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 Performance Level
Monthly Fee
Notice
Operating Environment
Performance Credits
Performance Report
Planned Maintenance
Recovery Time Objective
Renewal Term
Response Time
Service Credits
Service Failure
Service Hours
Service Level Failure
Service Level Requirements
Service Provider
Services
Standard Operating Procedures
Support Services
Term
Territory
Third Party Provider
Working Hours
Applicable Law
Authorized Representative
Business Day
Business Hours
Confidential Information
Contract Year
Critical Service Failure
Customer
Customer Data
Delivery Location
Dispute
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 Performance Level
Monthly Fee
Notice
Operating Environment
Performance Credits
Performance Report
Planned Maintenance
Recovery Time Objective
Renewal Term
Response Time
Service Credits
Service Failure
Service Hours
Service Level Failure
Service Level Requirements
Service Provider
Services
Standard Operating Procedures
Support Services
Term
Territory
Third Party Provider
Working Hours
Clauses
Definitions
Service Scope
Service Levels
Performance Monitoring
Service Credits
Payment Terms
Invoicing
Term and Duration
Renewal
Termination
Service Provider Obligations
Customer Obligations
Key Personnel
Reporting Requirements
Quality Assurance
Change Management
Escalation Procedures
Business Continuity
Disaster Recovery
Confidentiality
Data Protection
Intellectual Property
Warranties
Indemnification
Limitation of Liability
Force Majeure
Insurance
Audit Rights
Dispute Resolution
Governing Law
Assignment
Subcontracting
Notices
Entire Agreement
Severability
Waiver
Amendment
Counterparts
Third Party Rights
Anti-Corruption
Compliance with Laws
Service Scope
Service Levels
Performance Monitoring
Service Credits
Payment Terms
Invoicing
Term and Duration
Renewal
Termination
Service Provider Obligations
Customer Obligations
Key Personnel
Reporting Requirements
Quality Assurance
Change Management
Escalation Procedures
Business Continuity
Disaster Recovery
Confidentiality
Data Protection
Intellectual Property
Warranties
Indemnification
Limitation of Liability
Force Majeure
Insurance
Audit Rights
Dispute Resolution
Governing Law
Assignment
Subcontracting
Notices
Entire Agreement
Severability
Waiver
Amendment
Counterparts
Third Party Rights
Anti-Corruption
Compliance with Laws
Relevant Industries
Information Technology
Telecommunications
Software Services
Cloud Computing
Business Process Outsourcing
Professional Services
Manufacturing
Healthcare Technology
Financial Services
E-commerce
Logistics and Supply Chain
Relevant Teams
Sales
Legal
Operations
Customer Success
Service Delivery
Quality Assurance
Compliance
Technical Support
Account Management
Business Development
Risk Management
Relevant Roles
Sales Director
Account Manager
Service Delivery Manager
Operations Manager
Legal Counsel
Compliance Officer
Contract Manager
Business Development Manager
Customer Success Manager
Quality Assurance Manager
Performance Analyst
Risk Manager
Commercial Director
Technical Support Manager
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