The Service License Agreement (SLA) is essential for businesses operating in England and Wales that require formal documentation of service arrangements with defined performance metrics. This contract type combines traditional service level commitments with licensing provisions, making it particularly suitable for technology services, software implementations, and managed service arrangements. The document addresses service delivery standards, performance measurements, compliance requirements, and risk allocation, while ensuring alignment with UK regulatory requirements including data protection, consumer rights, and sector-specific regulations.
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1. Parties: Details of the service provider and customer, including registered addresses
2. Background: Context of the agreement and brief description of services
3. Definitions: Key terms used throughout the agreement
4. Services Description: Detailed outline of services to be provided
5. Service Levels: Performance metrics and standards
6. Charges and Payment: Pricing, payment terms and invoicing
7. Term and Termination: Duration and termination provisions
8. Intellectual Property Rights: Ownership and licensing of IP used in or created through the services
9. Confidentiality: Protection of confidential information
10. Data Protection: Compliance with UK GDPR and data protection laws
11. Liability and Insurance: Limitations of liability and insurance requirements
12. Force Majeure: Provisions for unforeseen circumstances
13. Governing Law and Jurisdiction: Specification of English and Welsh law and jurisdiction
1. Change Control: Process for managing changes to services - for complex or long-term arrangements
2. Disaster Recovery: Business continuity provisions - for critical services or regulated industries
3. Staff Transfer: TUPE provisions - when service provision involves transfer of employees
4. Security Requirements: Specific security measures and compliance - for handling sensitive data or systems
5. Regulatory Compliance: Industry-specific regulatory requirements - for regulated sectors
1. Schedule 1 - Service Level Agreement: Detailed performance metrics and measurement criteria
2. Schedule 2 - Pricing Schedule: Detailed breakdown of charges and payment terms
3. Schedule 3 - Data Processing Agreement: Required when personal data processing is involved
4. Schedule 4 - Change Control Procedure: Detailed process for implementing changes
5. Schedule 5 - Exit Management Plan: Procedures for service termination and transition
6. Schedule 6 - Service Description: Detailed technical specifications of services
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