This SLA In (Insurance) template is essential for Indian insurance companies establishing formal service arrangements with various service providers and operational partners. The document is specifically designed to comply with Indian insurance regulations, particularly IRDAI guidelines and the Insurance Act, 1938. It should be used when engaging service providers for critical insurance operations such as claims processing, customer service, data management, or technology services. The agreement encompasses key elements including service metrics, performance standards, regulatory compliance requirements, data protection measures, and operational procedures specific to the Indian insurance sector. It's particularly relevant in today's context where insurance companies increasingly rely on specialized service providers while needing to maintain strict regulatory compliance and service standards.
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1. Parties: Identification of the insurance service provider and the client, including their registered addresses and company details
2. Background: Context of the agreement, relationship between parties, and purpose of the SLA
3. Definitions: Detailed definitions of technical terms, service metrics, and insurance-specific terminology used in the agreement
4. Scope of Services: Comprehensive description of insurance services covered under the agreement
5. Service Levels and Performance Metrics: Detailed specifications of service level targets, KPIs, and performance measurement criteria
6. Operational Requirements: Day-to-day operational procedures, reporting requirements, and service delivery standards
7. Data Protection and Security: Requirements for handling sensitive insurance data, compliance with privacy laws, and security measures
8. Regulatory Compliance: Compliance requirements with IRDAI regulations and other applicable insurance laws
9. Monitoring and Reporting: Procedures for monitoring service levels and requirements for regular reporting
10. Issue Resolution and Escalation: Process for handling service issues, complaints, and escalation procedures
11. Fees and Payment Terms: Payment structure, billing procedures, and payment terms
12. Term and Termination: Duration of agreement, renewal terms, and termination conditions
13. General Provisions: Standard contractual clauses including force majeure, notices, and governing law
1. Business Continuity and Disaster Recovery: Required when services are critical and need specific disaster recovery procedures
2. Third-Party Integration: Needed when services involve integration with other insurance platforms or service providers
3. Training and Support: Include when the service provider needs to provide training or ongoing support
4. Transition Services: Required when complex handover procedures need to be specified
5. Intellectual Property Rights: Include when proprietary systems or software are involved in service delivery
6. Anti-Money Laundering Compliance: Required for services involving financial transactions or claims processing
1. Schedule A - Service Specifications: Detailed technical specifications of insurance services and delivery requirements
2. Schedule B - Service Level Metrics: Comprehensive list of SLA metrics, measurement methods, and penalties
3. Schedule C - Pricing and Fee Structure: Detailed breakdown of fees, charges, and payment terms
4. Schedule D - Operational Procedures: Step-by-step procedures for service delivery and operational requirements
5. Schedule E - Compliance Requirements: Specific regulatory and compliance requirements applicable to the services
6. Schedule F - Report Formats: Templates and formats for required service level reports and documentation
7. Appendix 1 - Contact Details: List of key contacts and escalation matrix
8. Appendix 2 - Security Standards: Detailed information security requirements and standards
Relevant legal definitions
Agreement
Applicable Law
Business Day
Claim
Confidential Information
Critical Service Level
Customer Data
Data Protection Laws
Effective Date
Force Majeure Event
IRDAI
Insurance Services
Key Performance Indicators
Material Breach
Metrics
Operating Procedures
Performance Credits
Performance Report
Personal Data
Policy
Policyholder
Premium
Regular Business Hours
Regulatory Requirements
Response Time
Service Credits
Service Hours
Service Level Agreement
Service Level Failure
Service Level Metrics
Service Provider
Service Provider Personnel
Service Recipient
Services
System
Term
Third Party Administrator
Transition Period
Uptime
Working Hours
Applicable Law
Business Day
Claim
Confidential Information
Critical Service Level
Customer Data
Data Protection Laws
Effective Date
Force Majeure Event
IRDAI
Insurance Services
Key Performance Indicators
Material Breach
Metrics
Operating Procedures
Performance Credits
Performance Report
Personal Data
Policy
Policyholder
Premium
Regular Business Hours
Regulatory Requirements
Response Time
Service Credits
Service Hours
Service Level Agreement
Service Level Failure
Service Level Metrics
Service Provider
Service Provider Personnel
Service Recipient
Services
System
Term
Third Party Administrator
Transition Period
Uptime
Working Hours
Clauses
Service Levels
Performance Metrics
Data Protection
Confidentiality
Regulatory Compliance
Service Delivery
Quality Assurance
Reporting Requirements
Insurance Compliance
Security Requirements
Business Continuity
Disaster Recovery
Liability
Indemnification
Force Majeure
Termination
Dispute Resolution
Governing Law
Assignment
Subcontracting
Intellectual Property
Warranties
Insurance Requirements
Audit Rights
Change Management
Payment Terms
Service Credits
Personnel Requirements
Transition Services
Non-Solicitation
Notices
Documentation
Record Keeping
Anti-Corruption
Entire Agreement
Performance Metrics
Data Protection
Confidentiality
Regulatory Compliance
Service Delivery
Quality Assurance
Reporting Requirements
Insurance Compliance
Security Requirements
Business Continuity
Disaster Recovery
Liability
Indemnification
Force Majeure
Termination
Dispute Resolution
Governing Law
Assignment
Subcontracting
Intellectual Property
Warranties
Insurance Requirements
Audit Rights
Change Management
Payment Terms
Service Credits
Personnel Requirements
Transition Services
Non-Solicitation
Notices
Documentation
Record Keeping
Anti-Corruption
Entire Agreement
Relevant Industries
Insurance
Financial Services
Healthcare Insurance
Life Insurance
General Insurance
Insurance Technology
Business Process Outsourcing
Professional Services
Risk Management
Relevant Teams
Legal
Compliance
Operations
Risk Management
Vendor Management
Quality Assurance
Claims Processing
Customer Service
Information Technology
Data Protection
Procurement
Insurance Operations
Relevant Roles
Chief Operations Officer
Head of Insurance Operations
Compliance Officer
Legal Counsel
Service Delivery Manager
Contract Manager
Risk Manager
Insurance Operations Manager
Vendor Management Officer
Quality Assurance Manager
Claims Manager
Customer Service Director
IT Director
Data Protection Officer
Procurement Manager
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