The System Availability SLA serves as a critical contract in technology service relationships, establishing clear expectations and accountability for system performance. This document is essential when implementing any service that requires specific uptime guarantees or performance standards. The agreement, governed by U.S. federal and state laws, typically includes detailed metrics for availability, response times, and problem resolution, along with specific remedies for non-compliance. System Availability SLAs are particularly important in cloud services, enterprise software, and mission-critical systems where continuous operation is essential.
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1. Parties: Identifies the service provider and customer, including full legal names and addresses
2. Background: Context of the agreement and relationship between parties, including the purpose of the SLA
3. Definitions: Key terms used throughout the SLA including technical terminology, measurement periods, and service metrics
4. Service Level Metrics: Specific uptime guarantees, performance metrics, and availability commitments
5. Measurement and Reporting: Methods and frequency of service level measurement, monitoring tools, and reporting requirements
6. Service Credits: Compensation structure and calculation method for failing to meet SLAs
7. Force Majeure: Circumstances beyond reasonable control that excuse performance
1. Industry-Specific Compliance: Additional requirements for regulated industries including HIPAA, PCI-DSS, or other industry standards
2. Data Protection: Specific data handling, security requirements, and compliance with privacy laws
3. Disaster Recovery: Procedures for system recovery, backup requirements, and business continuity plans
1. Schedule A - Technical Service Specifications: Detailed technical requirements, architecture, and service specifications
2. Schedule B - Service Level Calculations: Detailed methodology and formulas for calculating service levels and uptime
3. Schedule C - Incident Response Procedures: Step-by-step procedures for handling and escalating service incidents
4. Schedule D - Service Credit Calculation Examples: Practical examples demonstrating how service credits are calculated in various scenarios
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