The Hosting Service Level Agreement (SLA) is a critical document used when establishing a formal relationship between a hosting service provider and their clients in Ireland. It serves as the primary contract governing the delivery of hosting services, setting clear expectations for service performance, availability, and support. This document is essential for businesses requiring professional hosting services and must comply with Irish contract law, EU data protection regulations (GDPR), and relevant electronic commerce legislation. The SLA defines specific, measurable service levels, includes provisions for service credits in case of underperformance, and addresses crucial aspects such as data security, backup procedures, and disaster recovery. It's particularly relevant in today's digital economy where businesses increasingly rely on hosted infrastructure and cloud services for their operations.
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1. Parties: Identification of the service provider and customer, including registered addresses and company details
2. Background: Context of the agreement and brief description of the hosting services to be provided
3. Definitions: Definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Description: Detailed description of the hosting services, including infrastructure specifications and service scope
5. Service Levels: Specific performance metrics including uptime guarantees, response times, and maintenance windows
6. Support Services: Description of support levels, response times, and escalation procedures
7. Customer Obligations: Customer responsibilities, acceptable use policies, and compliance requirements
8. Data Protection and Security: GDPR compliance measures, security protocols, and data handling procedures
9. Service Credits: Compensation mechanism for service level failures and calculation methods
10. Charges and Payment: Pricing, payment terms, and billing procedures
11. Term and Termination: Contract duration, renewal terms, and termination provisions
12. Limitation of Liability: Liability caps and exclusions in compliance with Irish law
13. General Provisions: Standard legal provisions including governing law, notices, and dispute resolution
1. Disaster Recovery: Detailed disaster recovery procedures, used when hosting business-critical applications
2. Migration Services: Procedures for data migration, included when initial setup involves moving from another provider
3. Professional Services: Additional consulting or technical services, included when provider offers supplementary services
4. Multi-tenant Provisions: Specific provisions for shared infrastructure, used in shared hosting environments
5. Compliance Requirements: Industry-specific compliance measures, included for regulated sectors
6. Service Level Reporting: Detailed reporting requirements, used for enterprise-level agreements
7. Change Management: Procedures for service modifications, included for complex hosting arrangements
1. Schedule 1 - Service Description: Detailed technical specifications of the hosting infrastructure and services
2. Schedule 2 - Service Levels: Detailed metrics, measurement methods, and service level calculations
3. Schedule 3 - Support Services: Support tier definitions, processes, and escalation procedures
4. Schedule 4 - Pricing: Detailed pricing structure, including variable costs and additional services
5. Schedule 5 - Data Processing Agreement: GDPR-compliant data processing terms and procedures
6. Schedule 6 - Security Requirements: Detailed security protocols, standards, and compliance requirements
7. Appendix A - Service Credit Calculation: Detailed methodology for calculating service credits
8. Appendix B - Acceptable Use Policy: Detailed rules and restrictions for service usage
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