The SLA Time For Incidents agreement is essential for organizations operating in India that require formal commitments for incident response and resolution times from their service providers. This document type is commonly used when establishing or updating service delivery frameworks, particularly in technology-driven services where system availability and quick incident resolution are critical. The agreement, governed by Indian law and compliant with the Information Technology Act, 2000, sets clear expectations for incident management, including classification of incidents, response time commitments, escalation procedures, and consequences of non-compliance. It provides both parties with measurable standards for service delivery and a framework for managing service disruptions, while ensuring alignment with Indian regulatory requirements and business practices.
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1. Parties: Identification of the service provider and customer, including their registered addresses and authorized representatives
2. Background: Context of the agreement, including the nature of services being provided and the purpose of the SLA
3. Definitions: Detailed definitions of technical terms, incident categories, and other key terms used throughout the agreement
4. Service Hours and Coverage: Specification of service availability hours, time zones, and coverage periods
5. Incident Classification: Definition and categorization of different types of incidents (e.g., P1, P2, P3, P4) based on their severity and impact
6. Response Time Commitments: Detailed breakdown of guaranteed response times for each incident category
7. Resolution Time Commitments: Target resolution times for each incident category and service restoration expectations
8. Escalation Procedures: Step-by-step escalation process for unresolved incidents and management notification requirements
9. Performance Measurement: Metrics and KPIs used to measure SLA compliance and service performance
10. Reporting Requirements: Frequency and format of service level reports and performance reviews
11. Service Credits: Calculation and application of service credits or financial penalties for SLA breaches
12. Force Majeure: Circumstances under which standard SLA terms may be suspended
13. Term and Termination: Duration of the SLA and conditions for termination or modification
1. Business Continuity and Disaster Recovery: Specific provisions for maintaining service levels during major disruptions or disasters
2. Security Incident Handling: Special procedures and response times for security-related incidents
3. Regulatory Compliance: Additional requirements for regulated industries or specific compliance frameworks
4. Multi-vendor Management: Procedures for handling incidents involving multiple service providers
5. Custom Service Levels: Industry-specific or customer-specific service level requirements
6. Training and Knowledge Transfer: Requirements for staff training and maintaining knowledge base
7. Innovation and Continuous Improvement: Provisions for regular review and improvement of incident management processes
1. Schedule A - Incident Classification Matrix: Detailed criteria for categorizing incidents by severity and impact
2. Schedule B - Response Time Matrix: Comprehensive breakdown of response times for different incident categories and time zones
3. Schedule C - Escalation Contact Details: Contact information and escalation hierarchy for both parties
4. Schedule D - Service Credit Calculations: Detailed formulas and examples for calculating service credits
5. Schedule E - Incident Management Procedures: Step-by-step procedures for incident logging, tracking, and resolution
6. Appendix 1 - Incident Report Template: Standard template for incident reporting and documentation
7. Appendix 2 - Performance Report Template: Template for monthly/quarterly SLA performance reporting
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