This Standard Uptime SLA template is designed for use in business relationships where consistent service availability is crucial, operating under Nigerian law and regulations. It serves as a foundational agreement between service providers and their customers, specifically focusing on uptime commitments, performance metrics, and consequence management. The document is particularly relevant in today's digital economy where service reliability is paramount, incorporating best practices from Nigerian and international business operations. The Standard Uptime SLA includes comprehensive provisions for service level measurement, reporting mechanisms, and remedy calculations, while ensuring compliance with Nigerian legal requirements including the NDPR and Consumer Protection Act. It is commonly used in technology services, cloud computing, telecommunications, and other sectors where service availability is business-critical.
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1. Parties: Identification of the service provider and customer, including full legal names and registered addresses
2. Background: Context of the agreement and brief description of the services being provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Levels: Detailed specification of the promised uptime percentage and service availability commitments
5. Service Level Measurement: Methodology for measuring and calculating uptime, including monitoring tools and reporting periods
6. Service Credits and Penalties: Formula for calculating service credits or financial penalties for failing to meet SLAs
7. Exclusions and Force Majeure: Circumstances under which service level commitments do not apply
8. Reporting and Review: Requirements for regular service level reporting and performance review meetings
9. Issue Resolution: Process for reporting and resolving service issues or disputes
10. Term and Termination: Duration of the agreement and conditions for termination
11. Governing Law and Jurisdiction: Specification of Nigerian law as governing law and jurisdiction for dispute resolution
1. Data Protection and Privacy: Additional terms for handling personal data and ensuring NDPR compliance, required if service involves processing personal data
2. Security Requirements: Specific security standards and requirements, recommended for services handling sensitive data
3. Disaster Recovery: Detailed disaster recovery and business continuity provisions, recommended for critical services
4. Change Management: Procedures for implementing service changes, recommended for complex technical services
5. Third-Party Dependencies: Terms relating to third-party service providers or dependencies, needed if service relies on third-party components
6. Customer Obligations: Specific customer responsibilities and requirements, recommended for services requiring significant customer interaction
1. Schedule 1: Service Definitions: Detailed technical specifications of the services covered by the SLA
2. Schedule 2: Service Level Metrics: Detailed breakdown of all service level metrics, calculation methods, and measurement periods
3. Schedule 3: Service Credit Calculations: Detailed formulas and examples for calculating service credits
4. Schedule 4: Escalation Procedures: Contact details and procedures for different levels of issue escalation
5. Schedule 5: Technical Support Services: Details of support services, including hours of operation and response times
6. Appendix A: Report Templates: Standard templates for service level reporting
7. Appendix B: Incident Classification: Definitions and examples of different incident severity levels
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