The Default SLA template is designed for use in the South African business environment where a formal agreement is needed to establish and maintain service delivery standards between parties. This document is particularly crucial when organizations need to define specific, measurable service levels, performance metrics, and mutual obligations in a service relationship. The Default SLA incorporates requirements from South African legislation, including the Consumer Protection Act, POPIA, and Electronic Communications and Transactions Act, ensuring legal compliance while providing a framework for service delivery, monitoring, and remedy mechanisms. It is commonly used in both technology and non-technology sectors where service quality measurement and accountability are essential, and can be customized based on specific service requirements while maintaining its core legal framework.
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1. Parties: Identification and details of the service provider and customer, including registration numbers and addresses
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of terms used throughout the agreement
4. Service Description: Comprehensive description of services to be provided
5. Service Levels: Specific, measurable performance standards and metrics
6. Service Availability: Agreed service hours, maintenance windows, and uptime commitments
7. Performance Monitoring: Methods and frequency of service level monitoring and reporting
8. Problem Management: Process for identifying, reporting, and resolving service issues
9. Service Credits: Compensation mechanism for service level failures
10. Customer Obligations: Customer responsibilities and requirements for service delivery
11. Charges and Payment: Pricing, payment terms, and billing procedures
12. Term and Termination: Duration of agreement and termination provisions
13. Data Protection: POPIA compliance and data handling requirements
14. Confidentiality: Protection of confidential information
15. Limitation of Liability: Scope and limits of liability for both parties
16. General Provisions: Standard legal clauses including governing law, notices, and amendment procedures
1. Disaster Recovery: Specific procedures for service continuity in case of disasters, required for critical services
2. Security Requirements: Detailed security protocols and compliance requirements, necessary for services handling sensitive data
3. Change Management: Procedures for implementing service changes, recommended for complex technical services
4. Subcontractors: Terms governing use of subcontractors, needed if service provider uses third parties
5. Intellectual Property: IP rights and licenses, required when service involves software or content creation
6. Training and Support: Details of training and support services, relevant for complex technical services
7. Exit Management: Detailed transition procedures at contract end, important for critical or complex services
1. Schedule A - Service Specifications: Detailed technical specifications of services
2. Schedule B - Service Level Metrics: Specific performance metrics, measurement methods, and targets
3. Schedule C - Price Schedule: Detailed pricing information, rate cards, and payment terms
4. Schedule D - Escalation Matrix: Contact details and procedures for issue escalation
5. Schedule E - Reports and Documentation: Templates and requirements for service reporting
6. Schedule F - Technical Requirements: Customer technical requirements and specifications
7. Appendix 1 - Service Credit Calculations: Detailed methodology for calculating service credits
8. Appendix 2 - Change Request Template: Standard format for requesting service changes
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