The Communication SLA is essential for organizations requiring reliable communication services in India. This document is typically used when establishing or formalizing service level commitments between communication service providers and their enterprise clients. It outlines specific measurable service levels, performance indicators, and remedies under Indian law, incorporating requirements from the Information Technology Act, 2000, TRAI regulations, and other relevant legislation. The agreement addresses critical aspects such as service availability, response times, problem resolution, reporting mechanisms, and service credits, while ensuring compliance with Indian telecommunications regulations. This template is particularly valuable for businesses where communication services are mission-critical and where clear, enforceable service standards need to be established.
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1. Parties: Identification of service provider and customer, including full legal names and addresses
2. Background: Context of the agreement, brief description of services, and purpose of the SLA
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terminology used in the agreement
4. Service Description: Comprehensive description of communication services covered under the SLA
5. Service Level Commitments: Specific performance metrics, availability targets, and quality parameters that the provider commits to maintain
6. Service Measurement and Reporting: Methods for measuring service levels, reporting frequency, and monitoring procedures
7. Response and Resolution Times: Timeframes for responding to and resolving different categories of service issues
8. Service Credits and Penalties: Compensation mechanism for service level failures, including calculation methods and claiming process
9. Escalation Procedures: Process for escalating service issues and contact hierarchy
10. Maintenance and Support: Planned maintenance windows, support availability, and related procedures
11. Term and Termination: Duration of the agreement, renewal terms, and termination conditions
12. Force Majeure: Circumstances under which service level commitments may be suspended
13. Governing Law and Jurisdiction: Applicable law and jurisdiction for dispute resolution
1. Data Protection and Privacy: Required when personal data processing is involved in service delivery
2. Security Requirements: Include when specific security standards or certifications are required
3. Disaster Recovery: Add when business continuity is critical and specific recovery time objectives are needed
4. Third-Party Dependencies: Include when service delivery relies on third-party providers
5. Customer Obligations: Add when specific customer responsibilities are crucial for service delivery
6. Change Management: Include when formal procedures for service changes are required
7. Service Credits Cap: Add when there's a need to limit the total service credits that can be claimed
8. Compliance Requirements: Include when specific regulatory compliance needs to be addressed
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels, including measurement methodologies
2. Schedule 2 - Service Credit Calculations: Detailed formulas and examples for calculating service credits
3. Schedule 3 - Operational Procedures: Detailed procedures for routine operations, maintenance, and problem resolution
4. Schedule 4 - Contact Matrix: Contact details for key personnel and escalation paths
5. Schedule 5 - Service Reports Template: Format and content requirements for regular service level reports
6. Schedule 6 - Pricing and Commercial Terms: Detailed pricing structure and commercial terms
7. Appendix A - Technical Infrastructure: Description of technical infrastructure supporting the services
8. Appendix B - Service Request Procedures: Procedures and forms for requesting service changes or support
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Banking and Financial Services
Healthcare
E-commerce
Business Process Outsourcing
Manufacturing
Retail
Education
Government and Public Sector
Media and Entertainment
Insurance
Logistics and Supply Chain
Relevant Teams
Legal
Information Technology
Operations
Procurement
Compliance
Service Delivery
Technical Operations
Quality Assurance
Infrastructure
Risk Management
Vendor Management
Network Operations Center
Customer Support
Project Management Office
Relevant Roles
IT Director
Chief Technology Officer
Network Manager
Service Delivery Manager
Telecommunications Manager
Operations Director
Procurement Manager
Contract Manager
Legal Counsel
Compliance Officer
Infrastructure Manager
Technical Operations Manager
Service Level Manager
Quality Assurance Manager
IT Procurement Specialist
Communications Director
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