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Service Availability Sla for the United Kingdom

Service Availability Sla Template for England and Wales

A Service Availability SLA under English and Welsh law is a legally binding agreement that defines specific service availability levels, performance metrics, and remedies for service failures. It establishes clear expectations for service uptime, response times, and reliability, while incorporating mandatory provisions required by English law, including reasonable care standards under the Supply of Goods and Services Act 1982 and relevant consumer protection provisions where applicable.

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Service Availability Sla

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What is a Service Availability Sla?

A Service Availability SLA is essential for businesses providing technical services that require specific uptime commitments and performance guarantees. This document, governed by English and Welsh law, establishes measurable service levels, defines monitoring mechanisms, and outlines remedies for service failures. It's particularly crucial in regulated industries where service reliability is paramount and where clear accountability for service performance is required. The Service Availability SLA typically includes detailed technical specifications, reporting requirements, and service credit mechanisms for when performance falls below agreed levels.

What sections should be included in a Service Availability Sla?

1. Parties: Identification of service provider and customer with full legal names and addresses

2. Background: Context of the agreement and relationship between parties

3. Definitions: Key terms used throughout the SLA including technical metrics and service-specific terminology

4. Service Description: Detailed description of services covered by the SLA

5. Service Levels: Specific performance metrics, availability targets, and measurement methods

6. Measurement and Reporting: How service levels will be measured, monitored, and reported

7. Service Credits: Compensation mechanism for failure to meet service levels

8. Term and Termination: Duration of the SLA and termination provisions

What sections are optional to include in a Service Availability Sla?

1. Data Protection: Required if personal data is processed as part of the service delivery

2. Disaster Recovery: Procedures for service continuity in emergency situations and major incidents

3. Security Requirements: Specific security measures and compliance requirements for service delivery

4. Change Management: Process for implementing changes to services and associated notification requirements

What schedules should be included in a Service Availability Sla?

1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service level measurements and targets

2. Schedule 2 - Service Credit Calculations: Detailed formulas and examples for calculating service credits for missed service levels

3. Schedule 3 - Reporting Template: Standard format for service level reporting and monitoring

4. Schedule 4 - Technical Support Procedures: Detailed support processes and escalation procedures

5. Schedule 5 - Pricing Schedule: Service fees and payment terms if not included in main agreement

Authors

Alex Denne

Head of Growth (Open Source Law) @ ¶¶Òõ¶ÌÊÓÆµ | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

Jurisdiction

England and Wales

Cost

Free to use
Relevant legal definitions
































Clauses






























Industries

Supply of Goods and Services Act 1982: Primary legislation governing service contracts, requiring services to be provided with reasonable care and skill, establishing time of performance requirements, and consideration for services

Consumer Rights Act 2015: Legislation covering B2C relationships, establishing service quality standards, consumer protection provisions, and requirements for fair contract terms

Unfair Contract Terms Act 1977: Regulates exclusion clauses, establishes reasonableness test for B2B contracts, and sets limitations on liability restrictions

Data Protection Act 2018 and UK GDPR: Legislation governing personal data handling, including data processing obligations and security requirements for services involving personal data

Contract Law Principles: Fundamental legal principles including offer and acceptance, consideration, intention to create legal relations, and certainty of terms

Industry-Specific Regulations: Sector-specific regulatory requirements that may apply depending on the industry (e.g., financial services, healthcare)

Common Law Principles: Legal principles established through case law, covering breach of contract remedies, damages, and force majeure provisions

Competition Law: Legal framework governing anti-competitive provisions and market dominance considerations in service contracts

SLA Specific Requirements: Essential elements for Service Level Agreements including service levels definition, measurement methods, reporting requirements, remedies for breach, and service credits

Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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