The Resolution SLA is essential for organizations operating in Nigeria that require structured IT support and incident management services. This document type is particularly crucial when businesses need to establish clear, measurable standards for issue resolution and service delivery. The Resolution SLA incorporates specific requirements under Nigerian law, including consumer protection and data privacy regulations, while defining precise response times, resolution commitments, and performance metrics. It's commonly used in technology service contracts, managed service agreements, and enterprise support arrangements where service quality and timely issue resolution are critical to business operations. The document includes essential elements such as priority levels, escalation procedures, service credits, and reporting requirements, all aligned with Nigerian legal framework and business practices.

1. Parties: Identification of the service provider and customer, including full legal names, registration numbers, and addresses

2. Background: Context of the agreement, brief description of the services, and purpose of the SLA

3. Definitions: Detailed definitions of technical terms, service levels, metrics, and other key terminology used in the agreement

4. Service Description: Comprehensive description of the services covered under the SLA

5. Service Level Commitments: Specific resolution times, response times, and performance metrics the provider commits to

6. Priority Levels: Definition of incident priority levels and corresponding response/resolution times

7. Service Availability: Committed uptime percentages and availability calculations

8. Performance Monitoring: Methods and tools used to monitor and measure service performance

9. Reporting Requirements: Frequency and content of service level reports

10. Escalation Procedures: Step-by-step escalation process for unresolved issues

11. Service Credits: Compensation mechanism for failure to meet service levels

12. Term and Termination: Duration of the agreement and termination provisions

13. Force Majeure: Circumstances under which service levels may be suspended

14. Governing Law and Jurisdiction: Confirmation of Nigerian law application and jurisdiction