The SLA Contract serves as a critical legal instrument in the United States for establishing and maintaining professional service relationships. It is typically used when a business requires guaranteed service levels from a provider, defining specific performance metrics, response times, and service quality standards. This document is essential for protecting both parties' interests, ensuring clear communication of expectations, and providing mechanisms for measuring service delivery. The SLA Contract includes detailed specifications for service delivery, performance measurement, reporting requirements, and remedies for service failures, while adhering to relevant U.S. federal and state regulations.
Your data doesn't train Genie's AI
You keep IP ownership of your information
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
OR
Let Genie AI's market-leading legal AI identify missing terms, unusual language, compliance issues and more - in just seconds.
Upload your Doc
1. Parties: Identification and details of the service provider and customer
2. Background: Context and purpose of the agreement
3. Definitions: Key terms used throughout the agreement
4. Service Descriptions: Detailed description of services to be provided
5. Service Level Metrics: Specific, measurable performance standards
6. Response Times: Agreed timeframes for service delivery and issue resolution
7. Reporting Requirements: Frequency and format of service performance reports
8. Term and Termination: Duration of agreement and termination conditions
1. Data Protection: Required if handling personal or sensitive data
2. Disaster Recovery: Procedures for service continuity in emergency situations
3. Security Requirements: Specific security measures and protocols
1. Service Level Metrics Detail: Detailed breakdown of performance metrics and measurement methods
2. Rate Card: Pricing details and payment terms
3. Technical Specifications: Detailed technical requirements and specifications
4. Escalation Matrix: Contact details and procedures for issue escalation
5. Service Credits Calculation: Formula and procedures for calculating service credits for failures
Relevant legal definitions
Agreement
Service Levels
Service Credits
Service Hours
Business Day
Business Hours
Scheduled Maintenance
Emergency Maintenance
Service Availability
Downtime
Response Time
Resolution Time
Critical Incident
Major Incident
Minor Incident
Performance Metrics
Measurement Period
Report Period
Service Review
Escalation Procedure
Force Majeure Event
Service Provider
Customer
Authorized Representatives
Service Targets
Excluded Events
Service Window
Service Desk
Key Performance Indicators (KPIs)
Mean Time Between Failures (MTBF)
Mean Time to Repair (MTTR)
Uptime
Service Threshold
Support Services
Service Requirements
Change Management Process
Service Location
Commencement Date
Term
Exit Plan
Service Levels
Service Credits
Service Hours
Business Day
Business Hours
Scheduled Maintenance
Emergency Maintenance
Service Availability
Downtime
Response Time
Resolution Time
Critical Incident
Major Incident
Minor Incident
Performance Metrics
Measurement Period
Report Period
Service Review
Escalation Procedure
Force Majeure Event
Service Provider
Customer
Authorized Representatives
Service Targets
Excluded Events
Service Window
Service Desk
Key Performance Indicators (KPIs)
Mean Time Between Failures (MTBF)
Mean Time to Repair (MTTR)
Uptime
Service Threshold
Support Services
Service Requirements
Change Management Process
Service Location
Commencement Date
Term
Exit Plan
Clauses
Service Levels
Performance Monitoring
Service Credits
Service Availability
Response Times
Resolution Times
Reporting Requirements
Service Review
Maintenance Windows
Escalation Procedures
Customer Obligations
Provider Obligations
Force Majeure
Confidentiality
Data Protection
Intellectual Property
Liability
Indemnification
Insurance
Term and Termination
Change Management
Dispute Resolution
Business Continuity
Disaster Recovery
Subcontracting
Assignment
Notices
Governing Law
Entire Agreement
Amendments
Severability
Service Measurement
Remedies
Exit Management
Compliance
Audit Rights
Personnel
Security Requirements
Service Support
Fees and Payment
Warranties
Performance Monitoring
Service Credits
Service Availability
Response Times
Resolution Times
Reporting Requirements
Service Review
Maintenance Windows
Escalation Procedures
Customer Obligations
Provider Obligations
Force Majeure
Confidentiality
Data Protection
Intellectual Property
Liability
Indemnification
Insurance
Term and Termination
Change Management
Dispute Resolution
Business Continuity
Disaster Recovery
Subcontracting
Assignment
Notices
Governing Law
Entire Agreement
Amendments
Severability
Service Measurement
Remedies
Exit Management
Compliance
Audit Rights
Personnel
Security Requirements
Service Support
Fees and Payment
Warranties
Relevant Industries
Relevant Teams
Relevant Roles
Find the exact document you need
External Service Level Agreement
A U.S.-governed agreement defining service standards, performance metrics, and obligations between a service provider and customer, including compliance requirements and service level commitments.
find out more
Sla Tech
A U.S.-governed agreement defining performance standards and metrics for technology services, including service levels, support requirements, and remedies for non-compliance.
find out more
Service Desk Sla
A US-governed agreement defining service levels, metrics, and obligations for IT support services between a service provider and customer.
find out more
Sla With Vendor
A U.S.-governed agreement defining performance standards and metrics for vendor-provided services.
find out more
SLA Consulting Services
A U.S.-governed agreement defining performance standards and deliverables for consulting services, including metrics and remedies for service failures.
find out more
Standard SaaS Sla
A U.S.-governed agreement defining service levels and performance standards for SaaS solutions, including remedies for service failures.
find out more
Sla Payment Terms
A U.S.-compliant legal document defining payment terms and conditions linked to service level agreements.
find out more
Sla In Logistics
A U.S.-governed agreement defining performance standards and operational requirements between logistics service providers and their customers.
find out more
IT Department Sla
A U.S.-compliant agreement defining service standards between an internal IT department and business units.
find out more
Agency Service Level Agreement
A U.S.-governed agreement defining service levels and performance metrics between a principal and their agent, establishing measurable standards and compliance requirements.
find out more
Sla Ola
US-governed Service Level Agreement (SLA) and Operating Level Agreement (OLA) defining service standards, performance metrics, and operational procedures between providers and recipients.
find out more
Sla In Software Engineering
A U.S.-governed legal agreement defining performance standards and service levels for software service delivery between provider and customer.
find out more
Contact Center Sla
US-jurisdiction Service Level Agreement for contact center operations, defining performance metrics and operational standards in compliance with American regulations.
find out more
Customer Support Sla
A US-jurisdiction service level agreement defining customer support standards, metrics, and obligations between service provider and customer.
find out more
Sla Service License Agreement
A U.S.-governed agreement defining service levels, performance metrics, and obligations between service providers and customers.
find out more
Sla In Banking
A U.S.-governed agreement defining performance standards and compliance requirements for banking services, subject to federal and state banking regulations.
find out more
SLA In Sales
A U.S.-compliant Service Level Agreement defining service standards and performance metrics in sales relationships.
find out more
Courier Service Level Agreement
A U.S.-governed agreement establishing performance standards and terms for courier services, subject to federal and state transportation laws.
find out more
Application Availability Sla
A U.S.-governed agreement defining guaranteed uptime and availability metrics for software applications, including remedies for service disruptions.
find out more
Sla For Software Development Project
A U.S.-governed agreement establishing performance metrics and quality standards for software development services, including deliverables and service levels.
find out more
Recruitment Process Outsourcing Service Level Agreements
A U.S.-governed agreement defining terms, metrics, and obligations for outsourced recruitment services between an RPO provider and client organization.
find out more
Industry Standard Sla
A U.S.-compliant agreement defining service standards, metrics, and remedies between service providers and customers.
find out more
Incident Response Time Sla
A U.S.-compliant service level agreement defining response times and procedures for handling security incidents and system disruptions.
find out more
99.99 Sla
A U.S.-governed Service Level Agreement establishing 99.99% uptime commitment with detailed service metrics and remedies for critical technical services.
find out more
Service Level Agreement Human Resources
A U.S.-compliant agreement defining performance standards and deliverables for HR service provision.
find out more
Hr Sla
A U.S.-compliant Human Resources Service Level Agreement defining HR service delivery standards, metrics, and obligations between service provider and client.
find out more
Recruiting Sla
A U.S.-compliant agreement defining performance metrics and service standards between a company and its recruitment service provider.
find out more
SLA For Website Development
A US-governed agreement defining service levels and performance metrics for website development services.
find out more
Sla For Testing Projects
A U.S.-compliant Service Level Agreement defining terms and metrics for software testing services.
find out more
SLA For Cleaning Services
A U.S.-compliant service level agreement defining terms, conditions, and performance standards for professional cleaning services.
find out more
Marketing Agency Service Level Agreement
A U.S.-governed agreement defining performance standards and deliverables between a marketing agency and its client.
find out more
Corporate Level Sla
A U.S.-governed agreement defining service performance standards and metrics between service providers and corporate customers.
find out more
Sla In Telecom
US-compliant telecommunications Service Level Agreement template defining service standards and performance metrics between providers and customers.
find out more
Service Level Agreement For IT Services
A US-governed agreement defining service levels, metrics, and responsibilities between IT service providers and their clients.
find out more
Supplier Service Level Agreement
A U.S.-governed agreement defining service levels, performance metrics, and remedies between a supplier and customer.
find out more
Service Level Agreement For Warehousing And Distribution
A U.S.-governed agreement establishing performance metrics and operational requirements between warehouse service providers and clients.
find out more
Msp Sla
A US-based legal agreement defining service levels and responsibilities between an IT managed service provider and their client.
find out more
Sla Contract
A U.S.-governed contract defining service levels, metrics, and obligations between service provider and customer.
find out more
Sla Api
A U.S.-compliant legal agreement defining performance metrics and service obligations for API services.
find out more
Production Sla
A U.S.-governed agreement defining service levels, performance metrics, and quality standards for production services, with specified remedies for non-compliance.
find out more
Genie’s Security Promise
Genie is the safest place to draft. Here’s how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; Genie’s AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
We are ISO27001 certified, so your data is secure
Organizational security:
You retain IP ownership of your documents and their information
You have full control over your data and who gets to see it
.png)
.png)