The SLA Time For Incidents agreement is essential for organizations operating in India that require formal commitments for incident response and resolution times from their service providers. This document type is commonly used when establishing or updating service delivery frameworks, particularly in technology-driven services where system availability and quick incident resolution are critical. The agreement, governed by Indian law and compliant with the Information Technology Act, 2000, sets clear expectations for incident management, including classification of incidents, response time commitments, escalation procedures, and consequences of non-compliance. It provides both parties with measurable standards for service delivery and a framework for managing service disruptions, while ensuring alignment with Indian regulatory requirements and business practices.
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 the service provider and customer, including their registered addresses and authorized representatives
2. Background: Context of the agreement, including the nature of services being provided and the purpose of the SLA
3. Definitions: Detailed definitions of technical terms, incident categories, and other key terms used throughout the agreement
4. Service Hours and Coverage: Specification of service availability hours, time zones, and coverage periods
5. Incident Classification: Definition and categorization of different types of incidents (e.g., P1, P2, P3, P4) based on their severity and impact
6. Response Time Commitments: Detailed breakdown of guaranteed response times for each incident category
7. Resolution Time Commitments: Target resolution times for each incident category and service restoration expectations
8. Escalation Procedures: Step-by-step escalation process for unresolved incidents and management notification requirements
9. Performance Measurement: Metrics and KPIs used to measure SLA compliance and service performance
10. Reporting Requirements: Frequency and format of service level reports and performance reviews
11. Service Credits: Calculation and application of service credits or financial penalties for SLA breaches
12. Force Majeure: Circumstances under which standard SLA terms may be suspended
13. Term and Termination: Duration of the SLA and conditions for termination or modification
1. Business Continuity and Disaster Recovery: Specific provisions for maintaining service levels during major disruptions or disasters
2. Security Incident Handling: Special procedures and response times for security-related incidents
3. Regulatory Compliance: Additional requirements for regulated industries or specific compliance frameworks
4. Multi-vendor Management: Procedures for handling incidents involving multiple service providers
5. Custom Service Levels: Industry-specific or customer-specific service level requirements
6. Training and Knowledge Transfer: Requirements for staff training and maintaining knowledge base
7. Innovation and Continuous Improvement: Provisions for regular review and improvement of incident management processes
1. Schedule A - Incident Classification Matrix: Detailed criteria for categorizing incidents by severity and impact
2. Schedule B - Response Time Matrix: Comprehensive breakdown of response times for different incident categories and time zones
3. Schedule C - Escalation Contact Details: Contact information and escalation hierarchy for both parties
4. Schedule D - Service Credit Calculations: Detailed formulas and examples for calculating service credits
5. Schedule E - Incident Management Procedures: Step-by-step procedures for incident logging, tracking, and resolution
6. Appendix 1 - Incident Report Template: Standard template for incident reporting and documentation
7. Appendix 2 - Performance Report Template: Template for monthly/quarterly SLA performance reporting
Relevant legal definitions
Acknowledgment Time
Authorized Representative
Business Day
Business Hours
Critical Incident
Downtime
Escalation Matrix
First Response
Force Majeure Event
Incident
Incident Classification
Incident Log
Incident Manager
Incident Report
Initial Response Time
Major Incident
Mean Time to Repair (MTTR)
Mean Time Between Failures (MTBF)
Minor Incident
Normal Business Hours
Out of Hours Support
Performance Metrics
Priority Level
Resolution Time
Response Time
Root Cause Analysis
Service Credits
Service Hours
Service Level
Service Level Breach
Service Level Measurement Period
Service Level Report
Service Restoration
Service Window
Severity Level
Support Hours
Support Services
System
Target Resolution Time
Technical Support
Time to Restore Service (TTRS)
Uptime
Urgent Incident
Workaround
Authorized Representative
Business Day
Business Hours
Critical Incident
Downtime
Escalation Matrix
First Response
Force Majeure Event
Incident
Incident Classification
Incident Log
Incident Manager
Incident Report
Initial Response Time
Major Incident
Mean Time to Repair (MTTR)
Mean Time Between Failures (MTBF)
Minor Incident
Normal Business Hours
Out of Hours Support
Performance Metrics
Priority Level
Resolution Time
Response Time
Root Cause Analysis
Service Credits
Service Hours
Service Level
Service Level Breach
Service Level Measurement Period
Service Level Report
Service Restoration
Service Window
Severity Level
Support Hours
Support Services
System
Target Resolution Time
Technical Support
Time to Restore Service (TTRS)
Uptime
Urgent Incident
Workaround
Clauses
Interpretation
Definitions
Service Hours
Service Coverage
Response Times
Resolution Times
Incident Classification
Performance Measurement
Service Level Targets
Reporting Requirements
Service Credits
Penalties
Force Majeure
Confidentiality
Data Protection
Liability
Indemnification
Dispute Resolution
Governing Law
Termination
Assignment
Amendment
Notice
Severability
Escalation Procedures
Business Continuity
Disaster Recovery
Regulatory Compliance
Audit Rights
Performance Review
Service Quality
Staff Qualifications
Documentation
Communication
Intellectual Property
Warranties
Insurance
Security Requirements
Change Management
Third-Party Services
Definitions
Service Hours
Service Coverage
Response Times
Resolution Times
Incident Classification
Performance Measurement
Service Level Targets
Reporting Requirements
Service Credits
Penalties
Force Majeure
Confidentiality
Data Protection
Liability
Indemnification
Dispute Resolution
Governing Law
Termination
Assignment
Amendment
Notice
Severability
Escalation Procedures
Business Continuity
Disaster Recovery
Regulatory Compliance
Audit Rights
Performance Review
Service Quality
Staff Qualifications
Documentation
Communication
Intellectual Property
Warranties
Insurance
Security Requirements
Change Management
Third-Party Services
Relevant Industries
Information Technology
Banking and Financial Services
Healthcare
E-commerce
Telecommunications
Manufacturing
Retail
Insurance
Government Services
Education
Logistics and Supply Chain
Media and Entertainment
Relevant Teams
Legal
Information Technology
Service Delivery
Operations
Procurement
Risk and Compliance
Service Desk
Technical Support
Customer Success
Vendor Management
Quality Assurance
Project Management
Contract Administration
Relevant Roles
Chief Information Officer
IT Director
Service Delivery Manager
Operations Manager
Contract Manager
IT Service Manager
Technical Support Manager
Incident Manager
Service Level Manager
Vendor Manager
Risk Manager
Compliance Officer
Project Manager
Account Manager
Legal Counsel
Chief Technology Officer
Service Desk 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)