The Customer Based Service Level Agreement is essential for businesses operating in the United States that need to establish clear, measurable service standards with their customers. This document is particularly crucial when providing ongoing services where performance metrics are critical to business operations. The agreement includes specific service levels, measurement methodologies, reporting requirements, and remedies for failing to meet agreed standards. It ensures compliance with federal and state regulations while protecting both parties' interests through clearly defined terms and conditions.
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1. Parties: Identifies the service provider and customer, including full legal names and addresses
2. Background: Outlines the context and purpose of the SLA
3. Definitions: Defines key terms used throughout the agreement
4. Service Description: Detailed description of services to be provided
5. Service Levels: Specific, measurable performance metrics and standards
6. Measurement and Reporting: How service levels will be measured and reported
7. Service Credits: Compensation mechanism for service level failures
8. Term and Termination: Duration of agreement and termination conditions
1. Data Protection: Privacy and data security obligations - include when personal data is processed
2. Disaster Recovery: Business continuity procedures - include for critical services
3. Change Management: Process for implementing changes - include for complex or evolving services
4. Compliance Requirements: Industry-specific regulatory obligations - include for regulated industries
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service levels
2. Schedule 2 - Pricing Schedule: Detailed pricing structure and service credits
3. Schedule 3 - Technical Support Details: Support procedures and contact information
4. Schedule 4 - Security Requirements: Detailed security protocols and requirements
5. Schedule 5 - Implementation Plan: Timeline and milestones for service implementation
6. Schedule 6 - Exit Plan: Procedures for service termination and transition
Relevant legal definitions
Agreement
Service Levels
Service Credits
Measurement Period
Service Hours
Business Day
Business Hours
Critical Service Failure
Downtime
Emergency Maintenance
Force Majeure Event
Help Desk
Incident
Key Performance Indicators (KPIs)
Maintenance Window
Mean Time to Respond
Mean Time to Resolve
Monthly Service Fee
Performance Reports
Planned Maintenance
Priority Levels
Resolution Time
Response Time
Service Availability
Service Credits
Service Level Failure
Service Level Objective (SLO)
Service Provider Systems
Service Request
Support Services
System
Third-Party Services
Uptime
User
Working Hours
Service Levels
Service Credits
Measurement Period
Service Hours
Business Day
Business Hours
Critical Service Failure
Downtime
Emergency Maintenance
Force Majeure Event
Help Desk
Incident
Key Performance Indicators (KPIs)
Maintenance Window
Mean Time to Respond
Mean Time to Resolve
Monthly Service Fee
Performance Reports
Planned Maintenance
Priority Levels
Resolution Time
Response Time
Service Availability
Service Credits
Service Level Failure
Service Level Objective (SLO)
Service Provider Systems
Service Request
Support Services
System
Third-Party Services
Uptime
User
Working Hours
Clauses
Service Levels and Objectives
Performance Measurement
Service Credits and Penalties
Reporting and Review
Service Availability
Support and Maintenance
Response and Resolution Times
Change Management
Force Majeure
Termination
Service Provider Obligations
Customer Obligations
Confidentiality
Data Protection
Intellectual Property Rights
Limitation of Liability
Indemnification
Insurance
Dispute Resolution
Governance
Business Continuity
Disaster Recovery
Compliance and Audit
Subcontracting
Assignment
Notices
Amendment Process
Service Level Exclusions
Maintenance Windows
Escalation Procedures
Service Credits Calculation
Payment Terms
Warranties
Third-Party Dependencies
Performance Measurement
Service Credits and Penalties
Reporting and Review
Service Availability
Support and Maintenance
Response and Resolution Times
Change Management
Force Majeure
Termination
Service Provider Obligations
Customer Obligations
Confidentiality
Data Protection
Intellectual Property Rights
Limitation of Liability
Indemnification
Insurance
Dispute Resolution
Governance
Business Continuity
Disaster Recovery
Compliance and Audit
Subcontracting
Assignment
Notices
Amendment Process
Service Level Exclusions
Maintenance Windows
Escalation Procedures
Service Credits Calculation
Payment Terms
Warranties
Third-Party Dependencies
Relevant Industries
Relevant Teams
Relevant Roles
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