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Application Availability SLA

Application Availability SLA Template for Canada

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Key Requirements PROMPT example:

Application Availability SLA

I need an Application Availability SLA for a healthcare software platform that guarantees 99.99% uptime, includes HIPAA compliance requirements, and will be effective from March 1, 2025.

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Document background
The Application Availability SLA is essential for organizations providing or consuming critical application services in Canada. This document is typically used when establishing formal service commitments between technology providers and their clients, particularly for business-critical applications where uptime and availability are crucial. The agreement specifies precise availability targets, measurement methodologies, and compensation mechanisms for service disruptions. It incorporates Canadian legal requirements and best practices for service contracts, ensuring compliance with federal and provincial regulations governing electronic commerce and digital services. The Application Availability SLA serves as a cornerstone document in technology service relationships, providing clear accountability and risk allocation between parties while establishing objective standards for service delivery and performance measurement.
Suggested Sections

1. Parties: Identification of the service provider and customer, including full legal names and addresses

2. Background: Context of the agreement and the services being provided

3. Definitions: Detailed definitions of technical terms, metrics, and key concepts used throughout the SLA

4. Service Description: Overview of the application and services covered by the SLA

5. Service Availability Commitments: Specific uptime guarantees and availability targets

6. Service Level Metrics: Detailed description of how availability is measured and calculated

7. Monitoring and Reporting: Methods and frequency of service level monitoring and reporting

8. Service Credits and Penalties: Compensation structure for failing to meet SLA commitments

9. Exclusions and Force Majeure: Circumstances under which SLA commitments do not apply

10. Support and Response Times: Support levels and response time commitments for different incident severities

11. Dispute Resolution: Process for resolving disagreements about SLA measurements or credits

12. Term and Termination: Duration of the SLA and conditions for termination

13. General Provisions: Standard legal clauses including governing law, notices, and amendments

Optional Sections

1. Disaster Recovery Commitments: Include when specific disaster recovery requirements are needed beyond standard availability

2. Security Requirements: Include when specific security standards or certifications must be maintained

3. Performance Metrics: Include when specific performance metrics beyond availability are required (e.g., response time, throughput)

4. Change Management: Include when formal change management procedures need to be defined

5. Customer Obligations: Include when customer has specific responsibilities that affect service levels

6. Multi-tenant Considerations: Include for shared infrastructure or multi-tenant applications

7. Data Management: Include when specific data handling, backup, or retention requirements exist

Suggested Schedules

1. Schedule A - Service Level Specifications: Detailed technical specifications of availability measurements and calculations

2. Schedule B - Service Credit Calculation: Detailed formulas and examples for calculating service credits

3. Schedule C - Support Procedures: Detailed support processes, escalation procedures, and contact information

4. Schedule D - Technical Requirements: Technical specifications and requirements for the application

5. Schedule E - Service Level Report Template: Template for regular service level reporting

6. Appendix 1 - Incident Severity Definitions: Detailed definitions of incident severity levels and examples

7. Appendix 2 - Maintenance Window Specifications: Scheduled maintenance windows and procedures

Authors

Alex Denne

Head of Growth (Open Source Law) @ tiktok成人版 | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

alex.den.21@genieai.co
Relevant legal definitions









































Clauses































Relevant Industries

Information Technology

Financial Services

Healthcare

E-commerce

Telecommunications

Manufacturing

Professional Services

Government and Public Sector

Education

Retail

Relevant Teams

Legal

Information Technology

Operations

Service Delivery

Procurement

Risk and Compliance

Contract Management

Technical Support

Software Development

Infrastructure

Vendor Management

Relevant Roles

Chief Technology Officer

IT Director

Service Delivery Manager

Contract Manager

Legal Counsel

Procurement Manager

Application Owner

Operations Manager

Technical Account Manager

Risk Manager

Compliance Officer

Service Level Manager

IT Infrastructure Manager

Software Development Manager

Business Relationship Manager

Industries






Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks, 聽Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination, 聽Severance Pay, Governing Law, Entire Agreemen

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