This Outside SLA agreement is designed for use in the Indian legal context when services need to be provided without conventional service level commitments. It is particularly relevant for scenarios such as pilot projects, experimental services, non-critical support functions, or services where standard performance metrics cannot be guaranteed. The document provides a comprehensive framework that includes service scope, delivery terms, liability limitations, and explicit acknowledgment that the services fall outside standard SLA parameters. It incorporates relevant Indian legislative requirements, including compliance with the Indian Contract Act and IT Act, while protecting both parties' interests in a non-standard service arrangement. This type of agreement is commonly used by technology providers, consultants, and service firms when they need flexibility in service delivery or cannot commit to specific performance metrics.
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1. Parties: Identification and details of the service provider and customer
2. Background: Context of the agreement and relationship between the parties
3. Definitions: Key terms used throughout the agreement
4. Scope of Services: Detailed description of services to be provided, explicitly stating their non-standard nature
5. Service Delivery Terms: Basic terms of service delivery without specific service levels
6. Disclaimer of Service Levels: Clear statement that this agreement operates outside standard service levels
7. Charges and Payment: Pricing, payment terms, and billing procedures
8. Term and Termination: Duration of agreement and conditions for termination
9. Confidentiality: Protection of confidential information exchanged during service provision
10. Limitation of Liability: Boundaries of liability given the non-standard nature of services
11. Governing Law and Jurisdiction: Specification of Indian law governance and jurisdiction
12. Force Majeure: Circumstances excusing performance of obligations
13. Notice Provisions: Methods and requirements for formal communications between parties
1. Intellectual Property Rights: Required when services involve creation or use of intellectual property
2. Data Protection: Necessary when personal or sensitive data processing is involved
3. Insurance: Include when specific insurance coverage is required for service delivery
4. Security Requirements: Add when services involve access to systems or sensitive information
5. Disaster Recovery: Include for services requiring business continuity planning
6. Change Control: Needed when service scope may require future modifications
7. Staff and Subcontracting: Include when service delivery involves key personnel or subcontractors
1. Schedule 1 - Service Description: Detailed breakdown of services and delivery parameters
2. Schedule 2 - Pricing and Payment Terms: Detailed pricing structure, rates, and payment conditions
3. Schedule 3 - Contact Details: Key contacts and escalation matrix for both parties
4. Schedule 4 - Technical Requirements: Technical specifications and requirements for service delivery
5. Appendix A - Service Exclusions: Explicit list of services and service levels not included
6. Appendix B - Acceptable Use Policy: Guidelines for appropriate use of services
7. Appendix C - Emergency Contact Procedures: Procedures for urgent situations and service issues
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Professional Services
Consulting
Software Development
Cloud Services
Telecommunications
Business Process Outsourcing
Healthcare Technology
Financial Technology
Education Technology
Digital Marketing
Research and Development
Relevant Teams
Legal
Operations
Service Delivery
Information Technology
Project Management
Business Development
Procurement
Risk and Compliance
Technical Operations
Contract Administration
Relevant Roles
Legal Counsel
Contract Manager
Service Delivery Manager
Operations Director
IT Manager
Project Manager
Business Development Manager
Account Executive
Procurement Manager
Risk Manager
Compliance Officer
Technical Operations Manager
Chief Technology Officer
Chief Operating Officer
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