This Enterprise SLA template is designed for use in complex service relationships between service providers and enterprise-level customers in South Africa. It is particularly relevant for technology services, managed services, and other professional service arrangements where detailed service levels and performance metrics are crucial. The document incorporates South African legal requirements, including data protection (POPIA), electronic communications (ECT Act), and B-BBEE considerations. The Enterprise SLA covers essential elements such as service definitions, performance metrics, governance structures, reporting requirements, and remedies for service level breaches. It is structured to support long-term service relationships and includes provisions for service evolution and continuous improvement, making it suitable for strategic business partnerships in the South African market.
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1. Parties: Identification of service provider and customer, including registration details and addresses
2. Background: Context of the agreement, relationship between parties, and purpose of the SLA
3. Definitions and Interpretation: Detailed definitions of technical terms, service metrics, and interpretation rules
4. Service Description: Comprehensive description of services to be provided
5. Service Levels and Performance Metrics: Detailed service level commitments, KPIs, and measurement methodologies
6. Service Provider Obligations: Specific responsibilities and commitments of the service provider
7. Customer Obligations: Customer responsibilities and requirements for service delivery
8. Monitoring and Reporting: Procedures for monitoring service levels and reporting requirements
9. Governance and Change Management: Service review meetings, escalation procedures, and change management processes
10. Fees and Payment Terms: Pricing structure, payment terms, and invoicing procedures
11. Data Protection and Security: POPIA compliance requirements and security measures
12. Intellectual Property: IP rights and obligations of both parties
13. Term and Termination: Contract duration, renewal terms, and termination conditions
14. Dispute Resolution: Process for resolving disputes under South African law
15. General Provisions: Standard legal clauses including notices, assignment, and governing law
1. Business Continuity and Disaster Recovery: Required for critical services or when specified by customer risk policies
2. Transformation and B-BBEE: Include when relevant for South African enterprise customers or public sector
3. Third-Party Service Providers: Include when subcontractors or third-party services are involved
4. Service Credits and Penalties: Include when financial penalties for missing service levels are required
5. Regulatory Compliance: Include when services are subject to specific industry regulations
6. Exit Management: Include for complex services requiring detailed transition arrangements
7. Innovation and Continuous Improvement: Include for long-term strategic partnerships
1. Schedule 1: Service Descriptions: Detailed technical specifications of all services
2. Schedule 2: Service Levels and KPIs: Comprehensive list of service levels, measurement methods, and targets
3. Schedule 3: Pricing and Commercial Terms: Detailed pricing structure, rates, and commercial terms
4. Schedule 4: Operational Procedures: Day-to-day operational procedures and processes
5. Schedule 5: Technical Requirements: Technical specifications and requirements for service delivery
6. Schedule 6: Security Requirements: Detailed security protocols and requirements
7. Schedule 7: Governance Procedures: Detailed governance framework and procedures
8. Appendix A: Contact Details: Key contacts and escalation matrix
9. Appendix B: Report Templates: Standard templates for service reporting
10. Appendix C: Change Request Forms: Standard forms for requesting service changes
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