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Internet SLA for South Africa

Internet SLA Template for South Africa

A South African Internet Service Level Agreement is a legally binding document that defines the terms, conditions, and guaranteed service levels for internet service provision in accordance with South African telecommunications law. The agreement encompasses detailed technical specifications, performance metrics, support arrangements, and compliance requirements with key South African legislation including the Electronic Communications and Transactions Act, Protection of Personal Information Act (POPIA), and Consumer Protection Act. It establishes clear expectations for service delivery, availability, and performance while ensuring adherence to local regulatory requirements.

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What is a Internet SLA?

The Internet Service Level Agreement (SLA) is a critical document used in South Africa to establish and maintain clear service expectations between Internet Service Providers and their customers. This agreement type is essential when establishing professional internet service relationships and requires careful consideration of South African telecommunications regulations, consumer protection laws, and data privacy requirements. The Internet SLA outlines specific performance metrics, availability guarantees, support levels, and remedies for service failures, while ensuring compliance with the Electronic Communications and Transactions Act and other relevant legislation. It serves as both a technical specification document and a legal framework for service delivery, making it particularly important for businesses requiring reliable internet connectivity and clear service guarantees.

What sections should be included in a Internet SLA?

1. Parties: Identification of the service provider and customer, including registration details and physical addresses

2. Background: Context of the agreement and brief description of the services to be provided

3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used in the agreement

4. Service Description: Detailed description of the Internet services being provided, including bandwidth, connection type, and technical specifications

5. Service Level Commitments: Specific performance metrics, availability guarantees, and quality of service parameters

6. Support and Maintenance: Details of technical support services, maintenance windows, and response times

7. Customer Obligations: Customer responsibilities, acceptable use policies, and compliance requirements

8. Fees and Payment Terms: Pricing, payment schedules, and billing procedures

9. Term and Termination: Duration of agreement, renewal terms, and termination conditions

10. Service Credits and Penalties: Compensation structure for service level failures and calculation methods

11. Security and Data Protection: Security measures and compliance with POPIA and other data protection requirements

12. Dispute Resolution: Procedures for handling disputes and escalation processes

13. General Terms: Standard legal provisions including governing law, notices, and amendment procedures

What sections are optional to include in a Internet SLA?

1. Hardware Provisions: Include when the service provider supplies hardware like routers or modems

2. Voice Services (VoIP): Include for packages that include voice services

3. Installation Services: Include when physical installation or setup services are part of the agreement

4. Business Continuity: Include for enterprise customers requiring detailed failover and disaster recovery provisions

5. Custom Service Levels: Include for enterprise customers with specific performance requirements

6. Network Management: Include when providing advanced network management services

7. Content Filtering: Include when providing content filtering or security services

What schedules should be included in a Internet SLA?

1. Schedule A - Service Specifications: Detailed technical specifications of the Internet service

2. Schedule B - Service Level Metrics: Detailed performance metrics, measurement methods, and reporting procedures

3. Schedule C - Fee Schedule: Detailed pricing, including installation fees, monthly charges, and additional service costs

4. Schedule D - Support Procedures: Detailed support processes, escalation procedures, and contact information

5. Schedule E - Acceptable Use Policy: Detailed rules and regulations for service usage

6. Appendix 1 - Technical Requirements: Customer infrastructure requirements and technical prerequisites

7. Appendix 2 - Service Coverage Map: Geographic coverage areas and service availability zones

Authors

Alex Denne

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

Jurisdiction

South Africa

Publisher

Ƶ

Cost

Free to use
Relevant legal definitions





















































Clauses




































Relevant Industries

Telecommunications

Information Technology

Financial Services

Healthcare

Education

Retail

Manufacturing

Professional Services

Government Services

Media and Broadcasting

E-commerce

Hospitality

Relevant Teams

Legal

Information Technology

Operations

Procurement

Compliance

Network Operations

Service Delivery

Technical Support

Infrastructure

Contract Management

Risk Management

Customer Service

Relevant Roles

IT Director

Network Manager

Chief Technology Officer

Procurement Manager

Legal Counsel

Operations Director

Service Delivery Manager

Compliance Officer

Technical Support Manager

Contract Administrator

Infrastructure Manager

Chief Information Officer

Telecommunications Manager

IT Procurement Specialist

Network Operations Manager

Industries







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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