This SLA Agreement template is designed for use in service provision arrangements governed by Maltese law, where specific performance standards and metrics need to be contractually established. The document is particularly relevant when parties need to define measurable service levels, response times, and quality metrics, along with associated remedies and reporting requirements. It incorporates provisions compliant with Maltese and EU regulations, including data protection requirements under GDPR, consumer protection laws, and electronic commerce regulations. The agreement is structured to address both technical and legal aspects of service delivery, making it suitable for various service-based relationships where performance monitoring and accountability are essential. The SLA Agreement includes comprehensive sections on service credits, performance monitoring, and escalation procedures, while maintaining flexibility for customization based on specific service requirements.
SLA Agreement for Malta
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Key Requirements PROMPT example:
SLA Agreement
"I need an SLA Agreement for my cloud hosting company based in Malta, providing services to European e-commerce businesses, with 99.9% uptime guarantee and specific provisions for GDPR compliance and data center operations starting from January 2025."
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1. Parties: Identification and details of the service provider and customer, including registered addresses and company registration numbers
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Description: Comprehensive description of the services to be provided, including scope and exclusions
5. Service Levels: Detailed performance metrics, availability commitments, and quality standards
6. Performance Monitoring: Methods and procedures for measuring and reporting service performance
7. Response and Resolution Times: Timeframes for responding to and resolving various categories of issues
8. Service Credits: Calculation and application of credits for service level failures
9. Customer Obligations: Requirements and responsibilities of the customer
10. Data Protection and Security: Compliance with GDPR and Maltese data protection laws, security measures
11. Charges and Payment: Pricing, payment terms, and invoicing procedures
12. Term and Termination: Duration of agreement, renewal terms, and termination conditions
13. Liability and Indemnities: Limitations of liability and indemnification provisions
14. Force Majeure: Circumstances excusing performance failures
15. Governing Law and Jurisdiction: Confirmation of Maltese law governance and jurisdiction
1. Change Management: Procedures for requesting and implementing changes to services - include when services may need frequent modifications
2. Disaster Recovery: Recovery procedures and contingency plans - essential for critical services
3. Intellectual Property Rights: IP ownership and licensing terms - include when service involves software or content creation
4. Third-Party Service Providers: Management of subcontractors and third-party services - include when external providers are involved
5. Training and Support: Details of training and support services - include when complex systems or user training is required
6. Compliance and Audit Rights: Regulatory compliance and audit procedures - include for regulated industries
7. Environmental Requirements: Environmental standards and commitments - include for services with environmental impact
8. Business Continuity: Business continuity planning - include for critical business services
1. Schedule 1 - Service Descriptions: Detailed technical specifications of all services covered
2. Schedule 2 - Service Level Metrics: Detailed performance metrics, measurement methods, and reporting formats
3. Schedule 3 - Pricing and Payment Schedule: Detailed pricing structure, payment terms, and service credit calculations
4. Schedule 4 - Technical Requirements: Technical specifications, system requirements, and infrastructure details
5. Schedule 5 - Support Procedures: Detailed support processes, escalation procedures, and contact information
6. Schedule 6 - Security Requirements: Detailed security protocols, compliance requirements, and data protection measures
7. Schedule 7 - Change Request Form: Template and procedures for requesting service changes
8. Appendix A - Service Reports Template: Standard format for service performance reports
9. Appendix B - Incident Response Plan: Procedures for handling and escalating service incidents
Authors
Relevant legal definitions
Acceptance Criteria
Authorised Representative
Available Hours
Availability
Business Day
Business Hours
Change Request
Charges
Commencement Date
Confidential Information
Critical Failure
Customer Data
Data Protection Laws
Disaster Recovery Plan
Documentation
Downtime
Emergency Maintenance
Escalation Procedure
Force Majeure Event
GDPR
Incident
Initial Term
Intellectual Property Rights
Key Performance Indicators
Maintenance Window
Major Incident
Mean Time Between Failures
Mean Time to Repair
Minor Incident
Monitoring Period
Normal Business Hours
Notice
Operating Environment
Performance Credits
Personal Data
Planned Maintenance
Priority Levels
Processing
Recovery Point Objective
Recovery Time Objective
Relief Event
Renewal Period
Resolution Time
Response Time
Service Credits
Service Levels
Service Provider Systems
Service Reports
Services
Severity Levels
Software
Specifications
Support Hours
Support Services
System Availability
Term
Third-Party Products
Uptime
Urgent Maintenance
Working Hours
Authorised Representative
Available Hours
Availability
Business Day
Business Hours
Change Request
Charges
Commencement Date
Confidential Information
Critical Failure
Customer Data
Data Protection Laws
Disaster Recovery Plan
Documentation
Downtime
Emergency Maintenance
Escalation Procedure
Force Majeure Event
GDPR
Incident
Initial Term
Intellectual Property Rights
Key Performance Indicators
Maintenance Window
Major Incident
Mean Time Between Failures
Mean Time to Repair
Minor Incident
Monitoring Period
Normal Business Hours
Notice
Operating Environment
Performance Credits
Personal Data
Planned Maintenance
Priority Levels
Processing
Recovery Point Objective
Recovery Time Objective
Relief Event
Renewal Period
Resolution Time
Response Time
Service Credits
Service Levels
Service Provider Systems
Service Reports
Services
Severity Levels
Software
Specifications
Support Hours
Support Services
System Availability
Term
Third-Party Products
Uptime
Urgent Maintenance
Working Hours
Clauses
Service Levels
Performance Monitoring
Service Credits
Response Times
Resolution Times
Availability
Quality Standards
Reporting Requirements
Customer Obligations
Provider Obligations
Change Management
Escalation Procedures
Data Protection
Confidentiality
Payment Terms
Service Charges
Intellectual Property
Warranties
Liability
Indemnification
Force Majeure
Term and Termination
Dispute Resolution
Governing Law
Assignment
Subcontracting
Notice Requirements
Entire Agreement
Severability
Amendment
Third Party Rights
Disaster Recovery
Business Continuity
Compliance
Audit Rights
Insurance
Security Requirements
Personnel
Training
Documentation
Maintenance
Performance Monitoring
Service Credits
Response Times
Resolution Times
Availability
Quality Standards
Reporting Requirements
Customer Obligations
Provider Obligations
Change Management
Escalation Procedures
Data Protection
Confidentiality
Payment Terms
Service Charges
Intellectual Property
Warranties
Liability
Indemnification
Force Majeure
Term and Termination
Dispute Resolution
Governing Law
Assignment
Subcontracting
Notice Requirements
Entire Agreement
Severability
Amendment
Third Party Rights
Disaster Recovery
Business Continuity
Compliance
Audit Rights
Insurance
Security Requirements
Personnel
Training
Documentation
Maintenance
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Managed Services
Software Development
Data Center Operations
Business Process Outsourcing
Financial Services
Healthcare Technology
Professional Services
Manufacturing
Logistics and Supply Chain
E-commerce
Digital Services
Relevant Teams
Legal
Information Technology
Operations
Procurement
Compliance
Service Delivery
Quality Assurance
Risk Management
Contract Management
Technical Support
Account Management
Project Management
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Operations Manager
Legal Counsel
Procurement Manager
Contract Manager
Quality Assurance Manager
Technical Account Manager
Compliance Officer
Risk Manager
Chief Information Officer
Project Manager
Service Operations Director
Vendor Management Lead
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