This Sales SLA template is designed for use in the Indian business context, complying with local laws and regulations including the Indian Contract Act, 1872, and Consumer Protection Act, 2019. It serves as a crucial document for establishing clear service expectations, performance metrics, and accountability measures in sales-related service arrangements. The agreement is particularly valuable when a service provider needs to commit to specific service levels, response times, and quality standards for their customers. It includes comprehensive provisions for service delivery, performance measurement, remedial actions, and dispute resolution, making it suitable for both domestic and international business relationships operating within Indian jurisdiction. The Sales SLA should be customized based on specific service offerings, industry requirements, and the particular needs of the contracting parties.
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1. Parties: Identification and details of the service provider and customer
2. Background: Context of the agreement and business relationship
3. Definitions: Detailed definitions of technical terms, KPIs, and other important terminology used in the agreement
4. Scope of Services: Detailed description of services to be provided under the agreement
5. Service Levels: Specific performance metrics, KPIs, and minimum service level requirements
6. Performance Monitoring: Methods and procedures for monitoring and reporting service performance
7. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods
8. Payment Terms: Pricing, payment schedule, invoicing, and payment conditions
9. Term and Termination: Duration of agreement, renewal terms, and termination conditions
10. Obligations of Parties: Specific responsibilities and obligations of both service provider and customer
11. Dispute Resolution: Process for handling disputes and escalation procedures
12. Confidentiality: Protection and handling of confidential information
13. Governing Law: Applicable law and jurisdiction
14. Force Majeure: Provisions for unforeseen circumstances and their handling
1. Data Protection and Privacy: Required if personal data processing is involved in service delivery
2. Intellectual Property Rights: Needed if services involve creation or use of intellectual property
3. Business Continuity: Important for critical services requiring disaster recovery plans
4. Change Management: Required for services that may need significant modifications during the term
5. Training and Support: Include if service involves customer training or ongoing support
6. Audit Rights: Important for regulated industries or when compliance verification is needed
7. Insurance: Required for high-risk services or when mandated by regulations
8. Anti-Corruption and Compliance: Important for international business or regulated industries
1. Schedule 1 - Service Specifications: Detailed technical specifications of services
2. Schedule 2 - Service Level Metrics: Detailed KPIs, measurement methodologies, and reporting formats
3. Schedule 3 - Pricing and Commercial Terms: Detailed pricing structure, rates, and commercial terms
4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures for various scenarios
5. Schedule 5 - Reports and Documentation: Templates and formats for regular reporting and documentation
6. Appendix A - Technical Requirements: Customer's technical infrastructure requirements and specifications
7. Appendix B - Service Credit Calculation: Detailed methodology for calculating service credits and penalties
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