This Customer Based SLA template is designed for use in Canadian business environments where formal service commitments and performance standards need to be established between service providers and their customers. The document is particularly relevant when organizations need to define measurable service levels, support mechanisms, and accountability frameworks for service delivery. It incorporates requirements from Canadian federal and provincial legislation, including consumer protection laws, privacy regulations, and electronic commerce requirements. The agreement is structured to provide clear service definitions, performance metrics, reporting requirements, and remedy mechanisms, making it suitable for various service-based industries. This template should be used when establishing new service relationships or formalizing existing service delivery arrangements where specific performance standards need to be maintained and monitored.
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
Your data doesn't train Genie's AI
You keep IP ownership聽of your docs
1. Parties: Identification and details of the service provider and customer
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Clear definitions of technical terms, service metrics, and key concepts used throughout the agreement
4. Service Description: Detailed description of services covered under the agreement
5. Service Levels: Specific, measurable performance standards and metrics that the service provider commits to maintain
6. Service Availability: Committed uptime percentages, maintenance windows, and planned downtime procedures
7. Support Services: Description of support levels, response times, and escalation procedures
8. Problem Resolution: Process for identifying, reporting, and resolving service issues
9. Performance Monitoring: Methods and tools used to monitor and report service performance
10. Service Credits: Compensation mechanism for service level failures
11. Customer Obligations: Requirements and responsibilities of the customer
12. Term and Termination: Duration of the agreement and conditions for termination
13. Fees and Payment: Pricing, payment terms, and billing procedures
14. General Terms: Standard legal provisions including liability, force majeure, and governing law
1. Data Protection and Privacy: Detailed privacy terms when service involves processing personal data
2. Disaster Recovery: Recovery procedures and commitments when service involves critical systems
3. Security Requirements: Specific security measures and compliance requirements for sensitive services
4. Change Management: Procedures for implementing service or infrastructure changes
5. Transition Services: Terms governing service transition at the start or end of the agreement
6. Third-Party Services: Terms relating to subcontractors or third-party service providers
7. Compliance and Audit: Additional compliance requirements and audit rights for regulated industries
1. Schedule A - Service Specifications: Detailed technical specifications of the services
2. Schedule B - Service Level Metrics: Detailed performance metrics, calculation methods, and measurement periods
3. Schedule C - Support Procedures: Detailed support processes, contact information, and escalation procedures
4. Schedule D - Fee Schedule: Detailed pricing, payment terms, and service credit calculations
5. Schedule E - Service Reports: Templates and specifications for service performance reports
6. Appendix 1 - Technical Requirements: Customer's technical requirements and service compatibility specifications
7. Appendix 2 - Security Standards: Detailed security standards and compliance requirements
Find the exact document you need
Supplier Level Agreement
A Canadian-law governed agreement defining service levels, performance requirements, and obligations between an organization and its suppliers.
Download
SLA Change Management
A Canadian-compliant framework for managing service level agreement changes, defining processes and responsibilities for service delivery modifications.
Download
SLA Between Departments
A Canadian government interdepartmental service level agreement defining service delivery arrangements and performance standards between department entities.
Download
SLA 99.99 Downtime
Canadian-law governed Service Level Agreement establishing 99.99% uptime commitment with comprehensive service standards and remedies.
Download
Service Management SLA
A Canadian-law governed agreement defining service levels, performance metrics, and operational requirements between service provider and customer.
Download
Customer Based SLA
A Canadian-compliant Service Level Agreement template defining service commitments and performance standards between service providers and customers.
Download
SLA Fulfillment
A Canadian-law governed Service Level Agreement (SLA) Fulfillment contract defining service delivery terms, performance metrics, and remedies between service provider and customer.
Download
SLA Administration
A Canadian-compliant document outlining the administration and management framework for Service Level Agreements, including monitoring, reporting, and maintenance procedures.
Download
Incident Resolution Time SLA
A Canadian-law governed agreement defining incident resolution time commitments and procedures for technical or operational service delivery.
Download
Defect Resolution SLA
A Canadian-law governed Service Level Agreement outlining defect resolution procedures, response times, and performance metrics for software and system maintenance services.
Download
SLA For P1
Canadian-compliant Service Level Agreement template for P1 (critical) incident management and response, including 24/7 support coverage and service credit mechanisms.
Download
SLA Delivery Time
Canadian-law governed Service Level Agreement establishing delivery time standards and performance metrics for logistics services across Canadian territories.
Download
API Service Level Agreement
A Canadian-law governed agreement defining API service provision terms, performance standards, and compliance requirements.
Download
Sla (Healthcare)
A Canadian-compliant healthcare Service Level Agreement establishing performance metrics and quality standards for healthcare service delivery.
Download
SLA Server Uptime
A Canadian-law governed agreement defining guaranteed server uptime levels, performance metrics, and remedies for service disruptions between provider and customer.
Download
SLA Asset Management
A Canadian-law governed Service Level Agreement establishing terms, conditions, and performance standards for professional asset management services.
Download
SLA 99.999 Downtime
Canadian-law governed 99.999% uptime SLA for mission-critical services, with comprehensive availability guarantees and remediation terms.
Download
Procurement SLA
Canadian-compliant procurement service level agreement template defining service metrics and performance standards between providers and customers.
Download
Performance SLA
A Canadian Performance SLA defining service standards, metrics, and accountability frameworks under federal and provincial regulations.
Download
Work Level Agreement
A Canadian-compliant Work Level Agreement defining service standards and performance expectations between organizational units, aligned with federal and provincial employment regulations.
Download
Library Service Level Agreement
Canadian-compliant agreement defining library service standards and obligations between library providers and users, incorporating federal and provincial requirements.
Download
Cyber Security Service Level Agreement
A Canadian-law governed Cyber Security Service Level Agreement defining security services, performance metrics, and compliance requirements between a service provider and client.
Download
SLA Purchasing
A Canadian-law governed Service Level Agreement defining performance standards and metrics for purchased services, including remedies for non-performance.
Download
Service Request SLA
A Canadian-law governed agreement defining service performance standards, metrics, and remedies between service provider and customer.
Download
SLA Agreement
A Canadian-law governed Service Level Agreement defining service standards, performance metrics, and remedies between service provider and recipient.
Download
SaaS Uptime SLA
A Canadian-law governed SLA defining guaranteed uptime commitments and performance metrics for SaaS services, including service credits and reporting requirements.
Download
Organisational Level Agreement
A Canadian-compliant internal agreement defining service relationships and obligations between departments within an organization.
Download
Marketing Service Level Agreement
A Canadian-law governed agreement defining service levels and performance standards between a marketing service provider and client, ensuring compliance with Canadian marketing regulations.
Download
Interdepartmental SLA
A Canadian federal government agreement establishing service delivery terms and standards between departments, operating under federal jurisdiction.
Download
High Availability SLA
Canadian-compliant High Availability Service Level Agreement template for mission-critical systems with strict uptime commitments and performance metrics.
Download
Agency Service Level Agreement
A Canadian-law governed agreement establishing an agency relationship with defined service levels and performance metrics between a principal and agent.
Download
Application Availability SLA
A Canadian-law governed Service Level Agreement defining application availability commitments, measurement methods, and remediation processes for service level breaches.
Download
MSP SLA
A Canadian-law governed Service Level Agreement defining terms and performance metrics for managed IT services delivery between an MSP and client organization.
Download
Data Warehouse SLA
Canadian-law governed Service Level Agreement for data warehouse services, defining performance metrics and compliance requirements.
Download
SLA Data Analytics
Canadian-compliant Service Level Agreement template for data analytics services, establishing performance metrics and compliance requirements.
Download
Simple Service Level Agreement
A Canadian-law governed Service Level Agreement defining service standards, performance metrics, and accountability measures between service provider and customer.
Download
SLA For Incident
Canadian-compliant Service Level Agreement outlining incident management services, response times, and performance metrics.
Download
Service Level Agreement Cost
A Canadian-law governed agreement defining service performance standards, metrics, and associated cost structures between service provider and client.
Download
Production Support SLA
Canadian-jurisdiction Service Level Agreement template for production support services, defining service commitments and performance metrics.
Download
Application Support SLA
A Canadian-law governed service level agreement defining terms, conditions, and metrics for application support services, including performance commitments and compliance requirements.
Download
骋别苍颈别鈥檚 Security Promise
Genie is the safest place to draft. Here鈥檚 how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; 骋别苍颈别鈥檚 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