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Cloud Service Level Agreement Template for United States

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Key Requirements PROMPT example:

Cloud Service Level Agreement

"I need a Cloud Service Level Agreement for my software company that provides AI-driven analytics services to healthcare providers, with specific focus on HIPAA compliance and 99.99% uptime guarantee, to be implemented by March 2025."

Document background
The Cloud Service Level Agreement serves as a critical contract governing the delivery of cloud computing services in the United States. This document is essential when organizations engage cloud service providers, establishing clear performance metrics, availability standards, and compliance requirements. It addresses key aspects such as data protection, security measures, and service credits, while ensuring alignment with federal and state regulations. The agreement becomes particularly important in regulated industries where specific compliance requirements must be met and is designed to protect both service providers and customers by clearly defining expectations and responsibilities.
Suggested Sections

1. Parties: Identification of service provider and customer, including legal entities and contact details

2. Background: Context of the agreement and basic description of services being provided

3. Definitions: Key terms used throughout the agreement including technical terminology

4. Service Levels: Detailed description of service performance metrics, availability commitments, and measurement methods

5. Service Credits: Compensation mechanism for failure to meet service levels

6. Security Requirements: Security measures, protocols, and compliance requirements

7. Data Protection: Data handling, privacy requirements, and compliance with relevant regulations

8. Term and Termination: Duration of agreement and termination conditions

Optional Sections

1. Disaster Recovery: Recovery procedures and commitments for critical services or when handling sensitive data

2. Compliance Reporting: Regular reporting requirements for compliance purposes when serving regulated industries

3. Third-Party Services: Terms relating to subcontractors or third-party service providers when parts of service are subcontracted

4. Professional Services: Additional services beyond core cloud offering when providing implementation or consulting services

Suggested Schedules

1. Technical Specifications: Detailed technical requirements and service specifications

2. Service Level Metrics: Detailed breakdown of performance metrics and measurement methodologies

3. Security Controls: Detailed security measures and compliance requirements

4. Pricing Schedule: Service credits calculation and penalty structures

5. Support Services: Details of support levels, response times, and escalation procedures

6. Data Processing Agreement: Detailed terms for data handling and privacy compliance

Authors

Alex Denne

Head of Growth (Open Source Law) @ tiktok³ÉÈ˰æ | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

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Industries

FISMA: Federal Information Security Management Act - Sets security standards for federal information systems and applies to government cloud services

HIPAA: Health Insurance Portability and Accountability Act - Establishes privacy and security requirements for protected health information in cloud services handling healthcare data

GLBA: Gramm-Leach-Bliley Act - Specifies requirements for financial data protection when handling financial information in cloud services

FTC Act Section 5: Federal Trade Commission Act Section 5 - Addresses unfair or deceptive practices and establishes data security and privacy requirements

SCA: Stored Communications Act - Part of Electronic Communications Privacy Act governing stored electronic communications in cloud services

PCI DSS: Payment Card Industry Data Security Standard - Mandates security standards for payment processing and handling payment card data

FERPA: Family Educational Rights and Privacy Act - Establishes privacy requirements for student data and educational records

State Breach Laws: State-specific Data Breach Notification Laws - Various requirements across all 50 states regarding notification obligations in case of data breaches

CCPA/CPRA: California Consumer Privacy Act/California Privacy Rights Act - Comprehensive privacy requirements for services handling California residents' data

NY SHIELD Act: New York Stop Hacks and Improve Electronic Data Security Act - Example of state-specific cybersecurity requirements for data protection

GDPR Considerations: General Data Protection Regulation considerations if handling EU resident data, even for US-based cloud services

ISO 27001: International standard for information security management systems, providing framework for cloud service security controls

SOC 2: Service Organization Control 2 - Compliance framework for managing customer data based on security, availability, processing integrity, confidentiality, and privacy

NIST Framework: National Institute of Standards and Technology cybersecurity framework providing standards and guidelines for cloud service security

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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