This MSP SLA template is designed for use in the Canadian market when establishing a formal service relationship between a Managed Service Provider and their clients. The document is specifically structured to comply with Canadian federal and provincial regulations while incorporating industry best practices for IT service delivery. An MSP SLA is essential when organizations outsource their IT operations, requiring detailed service definitions, performance metrics, and accountability measures. It includes comprehensive coverage of service delivery standards, security requirements, data protection protocols (aligned with PIPEDA), incident response procedures, and remedy mechanisms. This template is particularly valuable for organizations seeking to formalize their managed services arrangements while ensuring regulatory compliance and clear operational guidelines.
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1. Parties: Identification of the MSP and the client, including full legal names and addresses
2. Background: Context of the agreement and brief description of the parties' business relationship
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Services Overview: High-level description of the managed services to be provided
5. Service Level Commitments: Detailed specifications of service levels, including availability, response times, and performance metrics
6. Performance Monitoring: Methods and tools used to measure and report service performance
7. Support Services: Description of support levels, hours of operation, and response time commitments
8. Security Requirements: Security measures, protocols, and compliance requirements
9. Data Protection and Privacy: Obligations regarding data handling, privacy compliance, and confidentiality
10. Incident Management: Procedures for handling and resolving service incidents and outages
11. Change Management: Process for implementing changes to services or infrastructure
12. Fees and Payment: Pricing structure, payment terms, and billing procedures
13. Term and Termination: Duration of the agreement and conditions for termination
14. Limitation of Liability: Limits on liability and exclusions of damages
15. General Provisions: Standard legal clauses including governing law, dispute resolution, and force majeure
1. Disaster Recovery: Detailed disaster recovery procedures and commitments, required if disaster recovery services are included
2. Hardware Management: Terms for hardware provision and maintenance, if hardware management is part of the service
3. Cloud Services: Specific terms for cloud service delivery and management, if cloud services are included
4. On-Site Support: Terms and conditions for on-site support services, if provided
5. Software Licensing: Software license management terms, if software provision is part of the service
6. Training Services: Terms for user training and documentation, if training is included
7. Multi-vendor Management: Terms for managing relationships with third-party vendors, if applicable
8. Compliance Requirements: Industry-specific compliance terms, required for regulated industries
1. Schedule A - Service Descriptions: Detailed technical specifications of all services provided
2. Schedule B - Service Level Metrics: Specific performance metrics, targets, and measurement methods
3. Schedule C - Price Schedule: Detailed pricing information, rate cards, and payment terms
4. Schedule D - Support Procedures: Detailed support processes, escalation procedures, and contact information
5. Schedule E - Security Policies: Detailed security protocols and compliance requirements
6. Schedule F - Service Credits: Calculation and application of service credits for missed SLAs
7. Appendix 1 - Technical Requirements: Client's technical environment specifications and requirements
8. Appendix 2 - Reporting Ƶ: Standard formats for service level and performance reporting
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