The Enterprise SLA (Service Level Agreement) is a critical contract used to establish and govern the delivery of enterprise-level services in India. This document type is essential when organizations engage service providers for significant IT, cloud, or managed services implementations. The Enterprise SLA defines specific, measurable service levels, performance metrics, and operational standards while ensuring compliance with Indian legal requirements. It includes comprehensive terms for service delivery, support, data protection, and dispute resolution, making it suitable for complex enterprise service relationships. The document typically incorporates both technical specifications and commercial terms, ensuring clarity in service expectations and provider accountability under Indian jurisdiction.
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1. Parties: Identification of the service provider and enterprise customer, including registered addresses and company details
2. Background: Context of the agreement, relationship between parties, and purpose of the SLA
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used throughout the agreement
4. Service Description: Comprehensive description of services to be provided, including scope and exclusions
5. Service Levels: Detailed performance metrics, measurement methods, and reporting requirements
6. Service Credits: Calculation and application of credits for service level failures
7. Support Services: Description of support levels, response times, and escalation procedures
8. Customer Obligations: Customer responsibilities and requirements for service delivery
9. Provider Obligations: Provider commitments, resources, and delivery requirements
10. Security Requirements: Security protocols, data protection measures, and compliance requirements
11. Charges and Payment: Pricing, payment terms, and billing procedures
12. Term and Termination: Duration, renewal terms, and termination conditions
13. Liability and Indemnification: Limitation of liability, indemnification obligations, and risk allocation
14. Dispute Resolution: Process for resolving disputes, including jurisdiction and governing law
15. General Provisions: Standard legal clauses including notices, assignment, and force majeure
1. Disaster Recovery: Detailed disaster recovery and business continuity procedures, required for critical services
2. Data Processing: Specific terms for handling personal data, required when processing sensitive information
3. Audit Rights: Procedures for conducting service and security audits, important for regulated industries
4. Transition Services: Terms for service transition at start and end of contract, needed for complex implementations
5. Regulatory Compliance: Specific compliance requirements for regulated industries
6. Intellectual Property Rights: Detailed IP provisions when custom development or licensing is involved
7. Change Management: Procedures for managing service changes, important for dynamic service environments
1. Schedule 1 - Service Descriptions: Detailed technical specifications of each service component
2. Schedule 2 - Service Level Metrics: Detailed performance metrics, measurement methods, and targets
3. Schedule 3 - Pricing and Charging: Detailed pricing structure, rates, and calculation methods
4. Schedule 4 - Support Procedures: Detailed support processes, contacts, and escalation procedures
5. Schedule 5 - Security Standards: Specific security requirements and compliance standards
6. Schedule 6 - Service Reports: Ƶ and specifications for service reporting
7. Appendix A - Technical Requirements: Customer's technical environment and requirements
8. Appendix B - Contact Details: Key personnel and contact information for both parties
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Banking and Financial Services
Healthcare
Manufacturing
Retail
Telecommunications
E-commerce
Insurance
Professional Services
Education
Government and Public Sector
Relevant Teams
Legal
Information Technology
Procurement
Operations
Compliance
Risk Management
Information Security
Vendor Management
Service Delivery
Contract Administration
Relevant Roles
Chief Information Officer
IT Director
Procurement Manager
Contract Manager
Service Delivery Manager
Legal Counsel
Compliance Officer
Operations Manager
Technical Account Manager
Enterprise Architect
Vendor Management Lead
Risk Manager
Information Security Officer
Business Unit Head
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