Document background
The Government Service Level Agreement is a critical document used in Canadian public sector contracting to establish and maintain clear performance standards for service delivery to government entities. This agreement type is essential when government departments or agencies engage external service providers for ongoing services, particularly in areas such as IT infrastructure, facilities management, or professional services. The document must comply with Canadian federal and provincial procurement regulations, including the Financial Administration Act and Treasury Board policies. It typically includes detailed service metrics, performance standards, reporting requirements, security protocols, and financial terms, while ensuring compliance with Canadian bilingual requirements and accessibility standards. The SLA serves as both a legal contract and an operational framework, defining the relationship between the government entity and the service provider while establishing clear accountability measures.
