The Service Level Guarantee (SLG) is a critical business document used when a service provider needs to make formal, measurable commitments about their service quality and performance to their clients. This document is particularly relevant in Canadian business environments where service providers must comply with both federal and provincial regulations regarding service agreements and consumer protection. The SLG typically includes detailed performance metrics, measurement methodologies, reporting requirements, and compensation mechanisms for service failures. It's commonly used in technology services, professional services, and other sectors where service quality can be objectively measured and monitored. The document should be regularly reviewed and updated to ensure it remains aligned with evolving business needs and regulatory requirements.
Your data doesn't train Genie's AI
You keep IP ownership of your information
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
OR
Let Ƶ's market-leading legal AI identify missing terms, unusual language, compliance issues and more - in just seconds.
1. Parties: Identification of the service provider and service recipient
2. Background: Context of the agreement and relationship between the parties
3. Definitions: Key terms used throughout the document
4. Service Description: Detailed description of the services covered by the guarantee
5. Service Level Commitments: Specific performance metrics and standards the provider commits to meet
6. Measurement and Monitoring: Methods and tools used to measure service level performance
7. Reporting: Frequency and format of service level performance reports
8. Service Credits and Remedies: Compensation or remedies if service levels are not met
9. Force Majeure: Circumstances under which the provider is excused from meeting service levels
10. Term and Termination: Duration of the guarantee and conditions for termination
11. Governing Law: Specification of applicable Canadian law and jurisdiction
1. Change Management: Process for modifying service levels or metrics (include for long-term or complex services)
2. Security Requirements: Specific security standards and compliance requirements (include for IT or data-sensitive services)
3. Disaster Recovery: Recovery procedures and alternative service arrangements (include for critical services)
4. Customer Obligations: Customer responsibilities that affect service delivery (include when service success depends on customer actions)
5. Continuous Improvement: Processes for regular review and enhancement of service levels (include for long-term strategic relationships)
6. Regulatory Compliance: Specific regulatory requirements affecting service delivery (include for regulated industries)
1. Schedule A - Service Level Metrics: Detailed technical specifications of service level measurements and targets
2. Schedule B - Service Credit Calculations: Formula and examples for calculating service credits or other remedies
3. Schedule C - Report Templates: Standard formats for service level reporting
4. Schedule D - Escalation Procedures: Contact details and procedures for service level failures
5. Schedule E - Technical Requirements: Technical specifications and standards for service delivery
6. Appendix 1 - Service Level History: Historical performance data if continuing an existing service relationship
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Managed Services
Professional Services
Healthcare Technology
Financial Services
Utilities
Data Center Operations
Business Process Outsourcing
Manufacturing Services
Logistics and Supply Chain
Relevant Teams
Legal
Operations
Service Delivery
Quality Assurance
Compliance
Customer Success
Technical Support
Contract Administration
Risk Management
Performance Management
Relevant Roles
Service Delivery Manager
Operations Director
Contract Manager
Chief Technology Officer
Service Quality Manager
Legal Counsel
Compliance Officer
Account Manager
Project Manager
Performance Analyst
Quality Assurance Manager
Risk Manager
Customer Success Manager
Operations Manager
Technical Service Manager
Find the exact document you need
Equipment Rental Agreement Terms And Conditions
Canadian-compliant equipment rental terms and conditions document establishing rights and obligations between equipment lessors and lessees.
find out more
Snow Plowing Contract
Canadian-law governed agreement for professional snow removal services, incorporating provincial regulations and municipal requirements.
find out more
Property Maintenance Contract
A Canadian-law governed agreement establishing terms and conditions for property maintenance services, including service scope, standards, and compliance requirements.
find out more
Business To Business Contract
Canadian B2B contract template for establishing legal commercial relationships between business entities under Canadian federal and provincial law.
find out more
Yoga Instructor Service Agreement
A Canadian-law governed agreement establishing the professional relationship between a yoga instructor and a hiring facility, outlining service terms, compensation, and operational requirements.
find out more
Service Level Guarantee
A Canadian-compliant legal document that defines guaranteed service performance levels and remedies for non-compliance.
find out more
Lease Agreement For Trucking Company
Canadian-law governed agreement for commercial vehicle leasing in the trucking industry, incorporating federal and provincial transportation and leasing regulations.
find out more
Professional Services Agreement
A Canadian-law governed agreement establishing terms and conditions for professional service delivery, including scope, payment, and compliance requirements.
find out more
Notarial Contract
A formally authenticated legal document prepared and certified by a licensed Canadian notary public, complying with provincial notarial requirements and regulations.
find out more
Distance Contract
A Canadian-compliant contract for remote transactions between vendors and consumers, incorporating federal and provincial requirements for distance selling.
find out more
Client Confidentiality Policy
A policy document outlining standards and procedures for protecting client confidential information in compliance with Canadian privacy laws.
find out more
Labor Agreement
A Canadian employment agreement establishing terms and conditions of employment under federal and provincial labor laws.
find out more
Client Agreement Form
A Canadian-law governed agreement establishing the terms and conditions between a service provider and client, outlining service scope, responsibilities, and key obligations.
find out more
Apartment Rental Lease
A legally binding agreement for residential apartment rental in Canada, compliant with provincial tenancy laws and federal requirements.
find out more
General Contract For Services
Canadian-law compliant General Contract for Services template establishing service provision terms, responsibilities, and obligations between parties.
find out more
Bartender Contract
A Canadian-compliant employment agreement for bartending positions, covering essential terms and alcohol service requirements under federal and provincial regulations.
find out more
House Share Agreement
A Canadian legal agreement establishing terms and conditions for multiple occupants sharing a residential property, governed by provincial residential tenancy laws.
find out more
Training Agreement Between Company And Trainer
A Canadian-law governed agreement between a company and training provider establishing terms for professional training service delivery.
find out more
Supply Agreement Contract
A Canadian-law governed agreement establishing terms and conditions for the supply of goods between parties, including ordering, delivery, pricing, and quality requirements.
find out more
Service Bond Agreement
A Canadian legal agreement binding an employee to serve an organization for a specified period in return for employer-provided training or education.
find out more
Reservation Contract
A Canadian-law governed contract establishing terms and conditions for service, facility, or accommodation reservations, including payment terms and cancellation policies.
find out more
Public Service Agreement
A Canadian jurisdiction contract governing public service delivery between government entities and service providers, ensuring compliance with federal and provincial regulations.
find out more
Operation And Maintenance Contract
Canadian-law governed agreement for operation and maintenance services, defining service provider and owner responsibilities, performance standards, and compliance requirements.
find out more
Framework Contract In Procurement
A Canadian procurement framework agreement establishing terms for multiple future purchases, complying with federal and provincial procurement regulations.
find out more
Exclusive Buyer Brokerage Agreement
A Canadian real estate agreement establishing exclusive representation rights between a brokerage firm and property buyer, governed by federal and provincial regulations.
find out more
Enterprise Subscription Agreement
Canadian-law governed agreement for enterprise-wide software/service subscriptions, defining terms between service providers and enterprise customers.
find out more
Development Services Agreement
A Canadian-law governed agreement between a development service provider and client, outlining terms for software or technology development services.
find out more
Customer Protection Agreement
A Canadian-compliant agreement establishing consumer rights and business obligations for customer protection across various sectors.
find out more
Clearing Agreement
A Canadian law-governed agreement establishing the terms for clearing and settlement services between a clearing member and its client, detailing operational requirements and regulatory compliance.
find out more
Administrative Contract
A Canadian-law governed contract for administrative services between government entities and service providers, incorporating federal and provincial public sector requirements.
find out more
Transfer Contract
A Canadian legal document facilitating the formal transfer of assets or rights between parties, governed by federal and provincial regulations.
find out more
Shared Services Agreement
Canadian-law governed agreement establishing terms for shared services between organizations, including service delivery, performance metrics, and compliance requirements.
find out more
Payment Settlement Agreement
A Canadian legal document that formalizes payment settlement terms between parties, including payment schedules, release of claims, and enforcement provisions.
find out more
Web Development Agreement
A Canadian-law governed agreement between a web developer and client outlining terms for website development services, including scope, deliverables, and legal compliance.
find out more
Dispatcher Agreement
A Canadian-law governed agreement establishing terms and conditions between an organization and a dispatcher, outlining service delivery terms and compliance requirements.
find out more
Personal Services Contract
A Canadian-compliant agreement governing the relationship between an independent service provider and client, establishing terms for services, payment, and contractor status.
find out more
Staff Contract
A Canadian-law governed employment agreement establishing terms and conditions between employer and employee.
find out more
Volunteer Agreement
A Canadian legal document establishing the terms and conditions of volunteer service, distinguishing it from employment while ensuring regulatory compliance.
find out more
Home Repair Contract
A Canadian-compliant contract between a contractor and homeowner for residential repair services, outlining work scope, terms, and mutual obligations.
find out more
Loan Agreement Document
A Canadian-law governed agreement establishing terms and conditions for lending money, including loan amount, interest, repayment terms, and security arrangements.
find out more
ұԾ’s Security Promise
Genie is the safest place to draft. Here’s how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; ұԾ’s AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
We are ISO27001 certified, so your data is secure
Organizational security:
You retain IP ownership of your documents and their information
You have full control over your data and who gets to see it
.png)