The API Service Level Agreement is essential for organizations in South Africa engaging in API-driven business relationships. This document is typically used when establishing formal arrangements for API service provision, whether for internal systems integration or external service delivery. It addresses critical aspects including service availability, performance metrics, data protection (particularly under POPIA), security requirements, and support levels. The agreement must comply with South African legislation, including the Electronic Communications and Transactions Act (ECTA) for digital transactions and the Protection of Personal Information Act (POPIA) for data protection. The document serves as a crucial risk management tool, defining clear responsibilities, liability limitations, and dispute resolution procedures within the South African legal framework.
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1. Parties: Identification of the contracting parties - API provider and customer
2. Background: Context of the agreement and brief description of the API service
3. Definitions: Definitions of technical terms, metrics, and key concepts used in the agreement
4. Service Description: Detailed description of the API services being provided
5. Service Level Commitments: Core performance metrics, availability targets, and response times
6. Security and Data Protection: Security standards, POPIA compliance, and data handling requirements
7. Support and Maintenance: Support levels, maintenance windows, and incident response procedures
8. Fees and Payment: Pricing, payment terms, and billing procedures
9. Term and Termination: Duration of agreement, renewal terms, and termination conditions
10. Warranties and Disclaimers: Service warranties and limitations
11. Limitation of Liability: Liability caps and exclusions
12. Confidentiality: Protection of confidential information
13. Dispute Resolution: Process for resolving disputes under South African law
14. General Provisions: Standard boilerplate clauses including governing law, notices, and assignment
1. Intellectual Property Rights: Required when API includes licensed content or when IP ownership needs specific attention
2. Compliance with Financial Regulations: Include when API involves financial services or transactions
3. Data Migration: Include when service involves transfer of existing data
4. Business Continuity: Add for critical services requiring disaster recovery planning
5. Third-Party Integration: Include when API interfaces with third-party services
6. Training and Documentation: Add when provider offers training or extensive documentation
7. Change Management: Include for services requiring formal change control procedures
8. Audit Rights: Add when compliance or performance auditing is required
1. Schedule A - Service Level Metrics: Detailed performance metrics, measurement methods, and reporting requirements
2. Schedule B - Technical Specifications: API technical details, endpoints, and integration requirements
3. Schedule C - Fee Schedule: Detailed pricing, usage tiers, and additional charges
4. Schedule D - Support Procedures: Detailed support processes, escalation procedures, and contact information
5. Schedule E - Security Standards: Specific security requirements, protocols, and compliance standards
6. Schedule F - Data Processing Agreement: POPIA-compliant data processing terms and procedures
7. Schedule G - Service Credits: Calculation and application of service credits for SLA breaches
8. Appendix 1 - Incident Response Plan: Procedures for handling service incidents and breaches
9. Appendix 2 - Acceptable Use Policy: Terms governing proper use of the API service
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