The Software As A Service Service Level Agreement is a critical document used when establishing a formal relationship between a SaaS provider and its customers in Nigeria. This agreement is essential for businesses operating in the Nigerian digital economy, where cloud-based solutions are increasingly prevalent. The document addresses key aspects required by Nigerian law, including data protection under the NDPR, cybersecurity requirements under the Cybercrimes Act, and general contract law principles. It sets out detailed service levels, availability commitments, support arrangements, and remedy mechanisms, while considering local technical infrastructure challenges and business practices. This type of agreement is particularly important given Nigeria's growing digital transformation and the need for clear, enforceable service standards in technology contracts.
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1. Parties: Identification of the service provider and customer, including full legal names and addresses
2. Background: Context of the agreement and brief description of the SaaS service being provided
3. Definitions: Detailed definitions of technical terms, service levels, and other key concepts used throughout the agreement
4. Service Description: Detailed description of the SaaS service, including core functionalities and features
5. Service Levels: Specific performance metrics, availability commitments, and response times
6. Service Credits: Compensation mechanism for failure to meet service levels, including calculation methods
7. Support Services: Description of technical support, maintenance, and help desk services
8. Customer Obligations: Customer responsibilities, acceptable use policies, and cooperation requirements
9. Data Protection and Security: Compliance with NDPR and security measures for protecting customer data
10. Charges and Payment: Pricing, payment terms, and billing procedures
11. Term and Termination: Duration of agreement, renewal terms, and termination rights
12. Intellectual Property Rights: Ownership of IP, licensing terms, and restrictions
13. Confidentiality: Protection of confidential information and trade secrets
14. Limitation of Liability: Caps on liability and exclusions of certain types of damages
15. Force Majeure: Provisions for handling events beyond parties' reasonable control
16. General Provisions: Standard boilerplate clauses including governing law, notices, and assignment
1. Change Management: Procedures for requesting and implementing changes to services - include if service is likely to require frequent modifications
2. Disaster Recovery: Detailed disaster recovery and business continuity procedures - include for critical business applications
3. Third Party Integration: Terms governing integration with third-party services - include if service interfaces with other platforms
4. Training Services: Provisions for user training and documentation - include if complex system requiring user training
5. Multi-tenant Provisions: Specific terms for multi-tenant environments - include if service is shared across multiple customers
6. Compliance Requirements: Industry-specific compliance requirements - include for regulated industries
7. Service Migration: Terms for data migration and transition - include if complex data migration is needed
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels, including measurement methods and reporting
2. Schedule 2 - Support Services Details: Comprehensive support procedures, escalation paths, and response time commitments
3. Schedule 3 - Security Standards: Detailed security protocols, certifications, and compliance measures
4. Schedule 4 - Pricing and Service Credits: Detailed pricing structure and service credit calculations
5. Schedule 5 - Technical Requirements: Customer infrastructure requirements and technical specifications
6. Appendix A - Service Level Report Template: Standard format for service level reporting
7. Appendix B - Incident Response Plan: Procedures for handling service incidents and outages
8. Appendix C - Data Processing Agreement: Detailed terms for data processing in compliance with NDPR
Relevant legal definitions
Acceptable Use Policy
Authorized Users
Business Day
Business Hours
Confidential Information
Customer Data
Data Protection Laws
Documentation
Downtime
Emergency Maintenance
Force Majeure Event
Incident
Intellectual Property Rights
Maintenance Window
Monthly Uptime Percentage
NDPR
Normal Business Hours
Permitted Purpose
Personal Data
Planned Maintenance
Platform
Response Time
Resolution Time
Service
Service Credits
Service Level Failure
Service Level Objectives
Service Levels
Service Software
Scheduled Downtime
Security Breach
Severity Levels
Software
Subscription Fees
Subscription Term
Support Hours
Support Services
System Requirements
Third Party Applications
Unscheduled Downtime
Updates
Upgrades
User Acceptance Testing
Virus
Working Hours
Authorized Users
Business Day
Business Hours
Confidential Information
Customer Data
Data Protection Laws
Documentation
Downtime
Emergency Maintenance
Force Majeure Event
Incident
Intellectual Property Rights
Maintenance Window
Monthly Uptime Percentage
NDPR
Normal Business Hours
Permitted Purpose
Personal Data
Planned Maintenance
Platform
Response Time
Resolution Time
Service
Service Credits
Service Level Failure
Service Level Objectives
Service Levels
Service Software
Scheduled Downtime
Security Breach
Severity Levels
Software
Subscription Fees
Subscription Term
Support Hours
Support Services
System Requirements
Third Party Applications
Unscheduled Downtime
Updates
Upgrades
User Acceptance Testing
Virus
Working Hours
Clauses
Service Provision
Service Levels
Performance Metrics
Service Credits
Data Protection
Data Security
Technical Support
Maintenance
User Access
Payment Terms
Confidentiality
Intellectual Property
Warranties
Indemnification
Limitation of Liability
Force Majeure
Term and Termination
Service Availability
Disaster Recovery
Dispute Resolution
Governing Law
Assignment
Subcontracting
Audit Rights
Compliance
Change Management
Notice
Service Monitoring
Reporting
Business Continuity
Exit Management
Security Standards
Customer Obligations
Service Provider Obligations
Acceptable Use
Service Levels
Performance Metrics
Service Credits
Data Protection
Data Security
Technical Support
Maintenance
User Access
Payment Terms
Confidentiality
Intellectual Property
Warranties
Indemnification
Limitation of Liability
Force Majeure
Term and Termination
Service Availability
Disaster Recovery
Dispute Resolution
Governing Law
Assignment
Subcontracting
Audit Rights
Compliance
Change Management
Notice
Service Monitoring
Reporting
Business Continuity
Exit Management
Security Standards
Customer Obligations
Service Provider Obligations
Acceptable Use
Relevant Industries
Information Technology
Financial Services
Healthcare
Education
Retail
Manufacturing
Professional Services
Telecommunications
Government and Public Sector
E-commerce
Insurance
Banking
Relevant Teams
Legal
Information Technology
Information Security
Procurement
Operations
Risk and Compliance
Service Delivery
Engineering
Customer Success
Vendor Management
Technical Support
Contract Administration
Relevant Roles
Chief Technology Officer
IT Director
Legal Counsel
Procurement Manager
Information Security Officer
Operations Manager
Service Delivery Manager
Contract Manager
Risk Manager
Compliance Officer
Technical Account Manager
Chief Information Officer
Chief Operating Officer
VP of Engineering
Head of Legal
Digital Transformation Manager
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