The Current SLA template is designed for use in the United States when establishing formal service commitments between a service provider and their customers. This document is essential when organizations need to define and maintain specific service levels, performance metrics, and accountability measures. The Current SLA incorporates U.S. federal and state legal requirements while providing a framework for service delivery standards, monitoring procedures, and remedy mechanisms. It's particularly valuable for ongoing service relationships where performance measurement and service quality are crucial factors. The document includes provisions for service credits, reporting requirements, and escalation procedures, ensuring alignment with both legal compliance and operational excellence standards in the U.S. market.
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1. Parties: Identification of service provider and customer, including full legal names and addresses
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, metrics, and key concepts used throughout the agreement
4. Service Description: Comprehensive description of services covered under the agreement
5. Service Levels: Detailed performance metrics, availability commitments, and measurement methodologies
6. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods
7. Monitoring and Reporting: Procedures for monitoring service levels and reporting requirements
8. Support and Maintenance: Details of support services, maintenance windows, and response times
9. Customer Obligations: Requirements and responsibilities of the customer
10. Term and Termination: Duration of the agreement and termination provisions
11. Dispute Resolution: Process for handling disputes and escalation procedures
12. General Terms: Standard legal provisions including governing law, notices, and amendment procedures
1. Data Protection and Privacy: Required when services involve processing personal data or sensitive information
2. Disaster Recovery: Include when service continuity is critical or required by regulation
3. Security Requirements: Detailed security obligations, particularly relevant for IT services or data handling
4. Compliance and Audit Rights: Important for regulated industries or when compliance verification is needed
5. Transition Services: Include when complex service transition in or out is required
6. Intellectual Property Rights: Required when services involve creation or use of intellectual property
7. Insurance Requirements: Include when specific insurance coverage needs to be maintained
8. Force Majeure: Detailed provisions for handling events beyond reasonable control
1. Schedule 1 - Service Specifications: Detailed technical specifications of services and delivery methods
2. Schedule 2 - Service Level Metrics: Specific performance metrics, measurement methods, and targets
3. Schedule 3 - Pricing and Service Credits: Detailed pricing structure and service credit calculations
4. Schedule 4 - Support Procedures: Detailed support processes, escalation paths, and contact information
5. Schedule 5 - Service Reports: Templates and specifications for service level reporting
6. Appendix A - Technical Requirements: Customer's technical requirements and specifications
7. Appendix B - Security Standards: Specific security standards and compliance requirements
8. Appendix C - Operational Procedures: Day-to-day operational procedures and protocols
Relevant legal definitions
Agreement
Service Hours
Business Day
Business Hours
Service Level
Service Level Failure
Service Credit
Response Time
Resolution Time
Measurement Period
Scheduled Maintenance
Emergency Maintenance
Service Availability
Downtime
Uptime
Critical Incident
Major Incident
Minor Incident
Performance Metrics
Monitoring System
Service Reports
Escalation Path
Support Tiers
Root Cause Analysis
Service Review Meeting
Cure Period
Force Majeure Event
Service Commencement Date
Acceptance Criteria
Customer Dependencies
Service Provider Personnel
Authorized Representatives
Documentation
Service Specifications
Quality Standards
Reporting Period
Service Credit Cap
Response Priority Levels
Service Window
Recovery Point Objective
Recovery Time Objective
Change Management Process
Service Improvement Plan
Transition Period
Exit Plan
Service Hours
Business Day
Business Hours
Service Level
Service Level Failure
Service Credit
Response Time
Resolution Time
Measurement Period
Scheduled Maintenance
Emergency Maintenance
Service Availability
Downtime
Uptime
Critical Incident
Major Incident
Minor Incident
Performance Metrics
Monitoring System
Service Reports
Escalation Path
Support Tiers
Root Cause Analysis
Service Review Meeting
Cure Period
Force Majeure Event
Service Commencement Date
Acceptance Criteria
Customer Dependencies
Service Provider Personnel
Authorized Representatives
Documentation
Service Specifications
Quality Standards
Reporting Period
Service Credit Cap
Response Priority Levels
Service Window
Recovery Point Objective
Recovery Time Objective
Change Management Process
Service Improvement Plan
Transition Period
Exit Plan
Clauses
Service Provision
Performance Standards
Service Credits
Service Measurement
Reporting Requirements
Support Services
Response Times
Maintenance
Customer Obligations
Change Management
Confidentiality
Data Protection
Intellectual Property
Liability
Force Majeure
Dispute Resolution
Term and Termination
Payment Terms
Service Review
Audit Rights
Business Continuity
Disaster Recovery
Security Requirements
Compliance
Personnel
Subcontracting
Insurance
Warranties
Notice Requirements
Assignment
Governing Law
Indemnification
Transition Services
Exit Management
Performance Standards
Service Credits
Service Measurement
Reporting Requirements
Support Services
Response Times
Maintenance
Customer Obligations
Change Management
Confidentiality
Data Protection
Intellectual Property
Liability
Force Majeure
Dispute Resolution
Term and Termination
Payment Terms
Service Review
Audit Rights
Business Continuity
Disaster Recovery
Security Requirements
Compliance
Personnel
Subcontracting
Insurance
Warranties
Notice Requirements
Assignment
Governing Law
Indemnification
Transition Services
Exit Management
Relevant Industries
Information Technology
Cloud Services
Telecommunications
Managed Services
Professional Services
Healthcare Technology
Financial Services
Manufacturing
Logistics and Supply Chain
Business Process Outsourcing
Relevant Teams
Legal
Operations
Information Technology
Service Delivery
Procurement
Compliance
Quality Assurance
Customer Success
Technical Support
Contract Administration
Risk Management
Performance Management
Relevant Roles
Chief Technology Officer
Service Delivery Manager
Operations Director
Contract Manager
IT Manager
Quality Assurance Manager
Procurement Manager
Legal Counsel
Compliance Officer
Account Manager
Technical Support Manager
Business Relationship Manager
Performance Analytics Manager
Risk Manager
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