The Service Level Guarantee (SLG) is essential in the modern Indian business landscape where service quality and reliability are paramount. This document is typically used when a service provider needs to make formal commitments about service performance levels and establish clear accountability mechanisms. It becomes particularly relevant in technology services, outsourcing arrangements, and other service-based relationships where measurable performance standards are critical. The SLG includes specific metrics, measurement methodologies, and remedies, all structured within the framework of Indian contract law and applicable industry regulations. It serves both as a legal safeguard and an operational tool, helping organizations manage service expectations, ensure compliance, and maintain transparency in service delivery.
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 Ƶ's market-leading legal AI identify missing terms, unusual language, compliance issues and more - in just seconds.
1. Parties: Identification of the service provider and service recipient, including their registered addresses and company details
2. Background: Context of the agreement and relationship between the parties
3. Definitions: Clear definitions of technical terms, service metrics, and other key terms used throughout the document
4. Service Description: Detailed description of the services covered under the guarantee
5. Service Level Commitments: Specific, measurable performance standards and metrics that the service provider guarantees to meet
6. Measurement and Reporting: Methods and frequency of measuring and reporting service level performance
7. Service Credits and Remedies: Compensation or remedies available when service levels are not met
8. Force Majeure: Circumstances under which the service provider is excused from meeting the guaranteed service levels
9. Term and Termination: Duration of the guarantee and conditions for termination
10. Dispute Resolution: Process for resolving disagreements about service level measurements or remedies
11. Governing Law: Specification of Indian law as the governing law and jurisdiction
1. Cybersecurity Standards: Specific security measures and standards, particularly relevant for digital services
2. Data Protection: Specific provisions for handling and protecting customer data, essential when personal data is involved
3. Business Continuity: Disaster recovery and business continuity commitments, important for critical services
4. Customer Obligations: Specific requirements from the customer to enable service delivery, if applicable
5. Regulatory Compliance: Industry-specific regulatory requirements, necessary for regulated sectors
6. Service Level Review: Provisions for periodic review and adjustment of service levels, useful for long-term agreements
7. Subcontractor Management: Terms regarding the use and management of subcontractors, if relevant
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service level measurements and calculations
2. Schedule 2 - Service Credit Calculations: Detailed formulas and examples for calculating service credits or other remedies
3. Schedule 3 - Reporting Format: Ƶ and formats for regular service level reporting
4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures for service-related issues
5. Schedule 5 - Technical Requirements: Specific technical requirements or configurations needed for service delivery
6. Appendix A - Service Level History: Historical service level performance data, if applicable for existing services
7. Appendix B - Measurement Tools: Description of tools and systems used for service level measurement
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Banking and Financial Services
Healthcare
E-commerce
Manufacturing
Business Process Outsourcing
Data Center Services
Professional Services
Logistics and Supply Chain
Utilities
Relevant Teams
Legal
Operations
Service Delivery
Information Technology
Procurement
Quality Assurance
Compliance
Risk Management
Vendor Management
Customer Success
Technical Support
Service Operations
Relevant Roles
Chief Technology Officer
Service Delivery Manager
Operations Manager
Legal Counsel
Contract Manager
Quality Assurance Manager
Procurement Manager
IT Director
Vendor Manager
Compliance Officer
Risk Manager
Technical Account Manager
Service Operations Director
Business Relationship Manager
Find the exact document you need
House Cleaning Contract
An Indian law-governed contract establishing terms and conditions for professional house cleaning services, including scope, payment terms, and mutual obligations.
find out more
Contract For House (Construction)
An Indian law-governed contract for residential house construction, establishing terms between property owner and contractor while ensuring regulatory compliance.
find out more
Simple Service Agreement
An Indian law-governed agreement establishing basic terms and conditions for service provision between a service provider and recipient.
find out more
Service Level Guarantee
An Indian law-compliant document defining guaranteed service performance levels, metrics, and remedies for service providers and their customers.
find out more
Professional Services Agreement
An Indian law-governed agreement establishing terms and conditions for professional service delivery, including scope, payment, and obligations between service provider and client.
find out more
Distance Contract
Template for remote business transactions in India, compliant with IT Act and E-commerce Rules, governing distance-based commercial relationships.
find out more
Client Confidentiality Policy
An internal policy document governing the protection of client confidential information under Indian law, establishing guidelines for information handling and security measures.
find out more
Labor Agreement
An Indian law-compliant employment contract establishing terms and conditions between employer and employee.
find out more
Design Agreement
An Indian law-governed agreement establishing terms between design service providers and clients, covering design services, IP rights, and project deliverables.
find out more
Client Agreement Form
A legally binding agreement under Indian law that establishes the terms and conditions between a service provider and their client for professional services delivery.
find out more
IT Service Level Agreement
A legally binding agreement under Indian law that defines IT service delivery standards, performance metrics, and mutual obligations between service providers and clients.
find out more
Apartment Rental Lease
An Indian law-compliant residential apartment lease agreement establishing terms between landlord and tenant, including rent, maintenance, and occupancy conditions.
find out more
General Contract For Services
An Indian law-governed agreement establishing terms and conditions for service provision between parties, including scope, payment, obligations, and legal compliance requirements.
find out more
Bartender Contract
An employment contract template for bartenders in India, compliant with Indian labor laws and state liquor regulations.
find out more
House Share Agreement
An Indian law-compliant agreement establishing terms and conditions for multiple occupants sharing a residential property, including rights, responsibilities, and house rules.
find out more
Supply Agreement Contract
An Indian law-governed agreement establishing terms and conditions for regular supply of goods between parties, ensuring compliance with Indian commercial regulations and industry standards.
find out more
Service Bond Agreement
An Indian law-governed agreement binding an employee to serve an organization for a specified period in exchange for provided training or skill development.
find out more
Reservation Contract
An Indian law-governed agreement establishing terms and conditions for reserving services, facilities, or goods, including payment terms and cancellation policies.
find out more
Operation And Maintenance Contract
An Indian law-governed agreement establishing terms for facility/asset operation and maintenance services, defining responsibilities, performance standards, and commercial terms between service provider and asset owner.
find out more
Framework Contract In Procurement
An Indian law-governed agreement establishing terms and procedures for recurring procurement of goods or services between buyers and suppliers.
find out more
Exclusive Buyer Brokerage Agreement
An Indian law-compliant agreement establishing exclusive representation rights between a real estate broker and property buyer, governed by RERA and state regulations.
find out more
Enterprise Subscription Agreement
An Indian law-governed agreement establishing terms for subscription-based services between a provider and enterprise customer, ensuring compliance with local regulations.
find out more
Development Services Agreement
An Indian law-governed agreement establishing terms for software development and technical services delivery, including scope, IP rights, and compliance requirements.
find out more
Customer Protection Agreement
An India-governed agreement establishing customer protection framework and rights in compliance with the Consumer Protection Act, 2019.
find out more
Clearing Agreement
An Indian law-governed agreement between a clearing corporation and member establishing terms for securities clearing and settlement services under SEBI regulations.
find out more
Admission Agreement
A legally binding agreement under Indian law that governs the terms and conditions of student admission and enrollment in educational institutions.
find out more
Administrative Contract
An Indian law-governed contract between government entities and private/public parties, incorporating administrative law principles and public interest safeguards.
find out more
Shared Services Agreement
Indian law-governed agreement establishing framework for shared services between entities, including service scope, levels, pricing, and governance structure.
find out more
Installation Agreement
An Indian law-governed agreement defining terms and conditions for equipment or system installation, including technical specifications, responsibilities, and compliance requirements.
find out more
Payment Settlement Agreement
An Indian law-governed agreement that documents the terms and conditions for settling financial obligations between parties, including payment terms and mutual releases.
find out more
Dispatcher Agreement
An Indian law-governed agreement establishing terms between a company and dispatcher for coordination and management of transportation or service delivery operations.
find out more
Staffing Agreement
An Indian law-governed agreement between a staffing agency and client company for temporary workforce services, ensuring compliance with local labor regulations.
find out more
Personal Services Contract
An Indian law-governed agreement for engaging independent professionals, defining service terms and contractor relationships.
find out more
Staff Contract
An Indian law-compliant employment agreement establishing terms and conditions between employer and employee, including key employment terms and statutory requirements.
find out more
Home Repair Contract
An Indian law-governed contract establishing terms and conditions between property owners and contractors for home repair services.
find out more
Loan Agreement Document
An Indian law-governed agreement establishing loan terms between lender and borrower, including amount, interest, repayment schedule, and security provisions.
find out more
Real Estate Purchase Contract
An Indian law-governed agreement for the sale and purchase of real estate property, detailing terms, conditions, and compliance requirements for property transfer.
find out more
Data Processing Agreement
An Indian law-governed agreement defining terms and conditions for processing personal data between a controller and processor, ensuring compliance with Indian data protection regulations.
find out more
Graphic Design Contract
An Indian law-governed contract for graphic design services that defines project scope, deliverables, IP rights, and payment terms.
find out more
Company Contract Agreement
A legally binding agreement template under Indian law that establishes and governs formal business relationships between companies.
find out more
ұԾ’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; ұԾ’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)