The SaaS Service Level Agreement is essential for businesses operating in Nigeria that provide or consume cloud-based software services. This document is typically used when establishing a formal relationship between a SaaS provider and its business customers, ensuring compliance with Nigerian regulations including the NDPR 2019 and the Cybercrimes Act 2015. The agreement specifies critical operational parameters such as service availability, performance metrics, support levels, data protection measures, and remedy mechanisms for service failures. It should be implemented when commencing any SaaS service provision in Nigeria, particularly where the service involves processing of personal data or is critical to business operations. The document helps establish clear expectations, risk allocation, and compliance frameworks while providing legal protection for both parties under Nigerian law.
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1. Parties: Identification of the SaaS provider and the customer, including registered addresses and company details
2. Background: Context of the agreement, brief description of the SaaS service, and the parties' intentions
3. Definitions: Definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Description: Detailed description of the SaaS service, including core functionalities and features
5. Service Levels: Specific performance metrics, availability commitments, and measurement methodologies
6. Support Services: Description of support levels, response times, and escalation procedures
7. Customer Obligations: Customer responsibilities, acceptable use policy, and compliance requirements
8. Data Protection and Security: NDPR compliance measures, data handling procedures, and security commitments
9. Fees and Payment: Pricing, payment terms, and billing procedures
10. Term and Termination: Contract duration, renewal terms, and termination rights
11. Service Credits: Compensation mechanism for service level failures
12. Intellectual Property: IP rights, licensing terms, and ownership of data
13. Confidentiality: Protection of confidential information and trade secrets
14. Liability and Indemnification: Limitation of liability, indemnification obligations, and insurance requirements
15. Force Majeure: Circumstances excusing performance and related procedures
16. General Provisions: Standard boilerplate clauses including notices, assignment, and governing law
1. Professional Services: Include when additional implementation, training, or consulting services are provided
2. Disaster Recovery: Include for critical services requiring specific disaster recovery commitments
3. Change Management: Include when formal change control procedures are required
4. Audit Rights: Include for regulated industries or when customer requires audit capabilities
5. Multi-tenant Architecture: Include when specific provisions about shared infrastructure are needed
6. Sub-processors: Include when the service provider uses third-party processors for data handling
7. Export Control: Include when the service involves cross-border data transfers or technology export
1. Schedule 1 - Service Level Metrics: Detailed performance metrics, measurement methods, and reporting procedures
2. Schedule 2 - Support Services Description: Detailed support procedures, escalation paths, and contact information
3. Schedule 3 - Fee Schedule: Detailed pricing, payment terms, and service credit calculations
4. Schedule 4 - Technical Requirements: System requirements, supported browsers, and technical specifications
5. Schedule 5 - Security Standards: Detailed security protocols, certifications, and compliance measures
6. Schedule 6 - Data Processing Agreement: NDPR-compliant data processing terms and procedures
7. Appendix A - Incident Response Plan: Procedures for handling security incidents and data breaches
8. Appendix B - Service Level Report Template: Standard format for service level reporting
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