This Platform SLA template is designed for use in the United States market, providing a comprehensive framework for establishing service level commitments between platform providers and their customers. The document is essential when implementing platform-based services that require specific performance guarantees, uptime commitments, and support standards. It incorporates key requirements under U.S. federal and state laws, including electronic transaction regulations, data protection requirements, and consumer protection standards. The Platform SLA is particularly crucial for cloud services, SaaS platforms, and digital service providers who need to establish clear, measurable service standards and associated remedies. The document includes detailed technical specifications, monitoring requirements, and service credit calculations, making it suitable for both enterprise-level agreements and scalable platform services.
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1. Parties: Identification of the service provider and customer, including legal entity details
2. Background: Context of the agreement and brief description of the platform service being provided
3. Definitions: Detailed definitions of technical terms, metrics, and key concepts used throughout the SLA
4. Service Description: Detailed description of the platform services covered by the SLA
5. Service Levels and Performance Metrics: Specific, measurable performance targets and service levels the provider commits to maintain
6. Service Availability: Definition of platform availability requirements, including maintenance windows and downtime calculations
7. Support Services: Description of support levels, response times, and escalation procedures
8. Monitoring and Reporting: Methods and frequency of service level monitoring and reporting
9. Service Credits: Calculation and application of service credits or other remedies for failure to meet SLAs
10. Customer Obligations: Customer responsibilities and requirements for maintaining service levels
11. Force Majeure: Circumstances under which service level commitments may be excused
12. Term and Termination: Duration of the SLA and conditions for termination
13. Governing Law and Jurisdiction: Applicable law and jurisdiction for dispute resolution
1. Data Protection and Privacy: Detailed privacy and data protection commitments, required if personal data is processed
2. Disaster Recovery: Disaster recovery and business continuity procedures, recommended for critical services
3. Security Requirements: Specific security standards and certifications, important for platforms handling sensitive data
4. Change Management: Procedures for implementing changes to the platform or service levels
5. Subcontractors: Terms governing the use of subcontractors or third-party service providers
6. Insurance Requirements: Specific insurance coverage requirements, important for high-value or high-risk services
7. Service Level Review: Procedures for periodic review and adjustment of service levels
8. Multi-tenant Provisions: Specific provisions for multi-tenant platforms, if applicable
1. Schedule A - Service Level Metrics: Detailed technical specifications of all service level metrics and measurement methodologies
2. Schedule B - Support Services: Detailed support procedures, contact information, and escalation matrices
3. Schedule C - Fee Schedule: Service credit calculations and any associated fee adjustments
4. Schedule D - Technical Requirements: Technical specifications and requirements for the platform
5. Schedule E - Security Standards: Detailed security requirements and compliance standards
6. Appendix 1 - Incident Response Plan: Procedures for handling and reporting service incidents
7. Appendix 2 - Service Level Reports: Template reports for service level monitoring and reporting
Authors
Relevant legal definitions
Clauses
Relevant Industries
Technology
Software as a Service
Cloud Computing
E-commerce
Financial Services
Healthcare Technology
Enterprise Software
Digital Services
Telecommunications
IT Services
Relevant Teams
Legal
Information Technology
Operations
Service Delivery
Technical Support
Compliance
Customer Success
Solutions Architecture
Product Management
Service Operations
Platform Development
Relevant Roles
Chief Technology Officer
IT Director
Platform Manager
Service Delivery Manager
Technical Operations Manager
Contract Manager
Legal Counsel
Compliance Officer
Service Level Manager
Operations Director
Customer Success Manager
Platform Support Manager
Solution Architect
Technical Account Manager
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