This Outsourcing Service Level Agreement is designed for use when organizations wish to establish clear, measurable standards for outsourced services under English and Welsh law. It provides a comprehensive framework for managing service delivery, setting performance expectations, and ensuring accountability. The agreement addresses key aspects including service definitions, performance metrics, reporting requirements, remedial actions, and governance structures. It incorporates relevant regulatory requirements and industry best practices, making it suitable for various sectors while ensuring compliance with UK legislation. This document is particularly valuable for organizations seeking to formalize their outsourcing arrangements with detailed service level commitments and performance management mechanisms.
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 ¶¶ÒõÊÓƵ's market-leading legal AI identify missing terms, unusual language, compliance issues and more - in just seconds.
1. Parties: Identifies and defines the contracting parties (service provider and customer)
2. Background: Context and purpose of the agreement, including brief description of services being outsourced
3. Definitions: Defines key terms used throughout the agreement including Service Levels, KPIs, etc.
4. Services: Detailed description of services to be provided, including scope and exclusions
5. Service Levels: Specific performance metrics, standards and quality requirements
6. Performance Monitoring: Methods for measuring, monitoring and reporting service level performance
7. Charges and Payment: Pricing structure, payment terms, invoicing procedures and service credits
8. Term and Termination: Contract duration, renewal terms, and termination rights
9. Governance: Management structure, reporting lines, and decision-making processes
10. Data Protection and Security: Obligations regarding data protection, confidentiality and information security
11. Intellectual Property Rights: Ownership and usage rights of IP created or used during service provision
12. Liability and Indemnities: Limitations of liability, indemnification obligations and insurance requirements
1. TUPE Provisions: Required when service provision involves transfer of employees from customer to provider or vice versa
2. Business Continuity: Disaster recovery and business continuity requirements for critical services
3. Change Control: Procedures for managing changes to services, specifications or service levels
4. Regulatory Compliance: Specific obligations regarding industry regulations and compliance requirements
5. Environmental Requirements: Environmental standards and sustainability requirements for service delivery
1. Schedule 1 - Service Description: Detailed technical and operational specification of services
2. Schedule 2 - Service Levels and KPIs: Detailed performance metrics, measurement criteria and reporting requirements
3. Schedule 3 - Pricing Schedule: Detailed pricing structure, calculations and service credit mechanism
4. Schedule 4 - RACI Matrix: Responsibility assignment matrix defining roles and responsibilities
5. Schedule 5 - Data Processing Agreement: Specific terms for personal data processing under UK GDPR
6. Schedule 6 - Exit Plan: Procedures for service transition at contract end or termination
7. Schedule 7 - Business Continuity Plan: Detailed continuity and disaster recovery procedures
8. Schedule 8 - Change Control Procedure: Detailed process for requesting, approving and implementing changes
Authors
Relevant legal definitions
Clauses
Relevant Industries
Relevant Teams
Relevant Roles
Find the exact document you need
Sales And Marketing Outsourcing Agreement
An England & Wales agreement outsourcing sales and marketing functions, detailing service standards and compliance requirements.
find out more
Recruitment Process Outsourcing Agreement
An England & Wales legal agreement outsourcing recruitment processes, ensuring compliance with employment and data protection laws.
find out more
Outsourced Employee Contract
An England & Wales legal document outlining terms for workforce outsourcing, ensuring compliance with employment laws.
find out more
Manufacturing Outsourcing Agreement
An England & Wales agreement for outsourcing manufacturing operations, detailing responsibilities, standards, and compliance requirements.
find out more
IT Outsourcing Agreement
An England & Wales contract outlining IT service outsourcing terms, responsibilities, and compliance requirements.
find out more
Hr Outsourcing Contract Agreement
An England & Wales contract delegating HR functions to external providers, ensuring compliance and performance standards.
find out more
Hr Outsourcing Contract
An England & Wales legal contract outsourcing HR functions to specialized service providers.
find out more
Employee Outsourcing Agreement
An England & Wales document authorizing the release of confidential information for compliance and privacy protection purposes.
find out more
Data Outsourcing Agreement
An England & Wales legal document authorizing the release of specific mobile phone records for legitimate purposes.
find out more
Agreement For Outsourcing Call Center Support
An England & Wales document authorizing disclosure of health information for specified purposes and durations.
find out more
Software Development Outsourcing Contract
An English law agreement governing the outsourcing of software development services between a client and development company.
find out more
Outsourcing Service Level Agreement
A legally binding agreement under English and Welsh law that defines service levels, performance metrics, and operational standards for outsourced services.
find out more
Outsourcing Contract Agreement
A legally binding agreement under English and Welsh law governing the provision of outsourced services between a service provider and customer.
find out more
³Ò±ð²Ô¾±±ð’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; ³Ò±ð²Ô¾±±ð’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)