Service Level Agreement Sample India

If you are running a business in India that relies on the services of a third-party vendor or service provider, you know how important it is to have a Service Level Agreement (SLA) in place. An SLA provides clear expectations for both parties, outlines the services to be provided, and includes agreed-upon performance standards. Having an SLA in place can help prevent misunderstandings and disputes, and ensure that your business gets the service it needs. In this article, we provide a sample SLA for businesses in India to help you get started.

Sample Service Level Agreement for Businesses in India

This sample SLA is designed to be used by businesses in India that rely on the services of a third-party vendor or service provider. The SLA includes sections on service availability, performance standards, response times, and escalation procedures.

1. Service Availability

The vendor shall provide the services specified in this agreement 24 hours a day, 7 days a week, except for planned downtime for maintenance or upgrades.

2. Performance Standards

The vendor shall provide the services specified in this agreement in accordance with the following performance standards:

a. Service uptime of at least 99.9% per month.

b. Average response time to service requests of no more than 4 hours.

c. Resolution of service issues within the agreed-upon timeframe, as outlined in Section 3.

3. Response Times

The vendor shall respond to service requests within the following timeframes:

a. Critical issues: within 1 hour.

b. High-priority issues: within 2 hours.

c. Medium-priority issues: within 4 hours.

d. Low-priority issues: within 8 hours.

4. Escalation Procedures

If the vendor fails to meet the performance standards outlined in this agreement, the following escalation procedures shall apply:

a. The vendor shall be notified immediately of the issue by phone or email.

b. The vendor shall provide an initial response within the timeframe specified in Section 3.

c. If the issue is not resolved within the agreed-upon timeframe, the matter shall be escalated to the vendor`s manager or supervisor.

d. If the issue is still not resolved, the matter shall be escalated to the highest level of management within the vendor`s organization.

e. If the issue remains unresolved, the client may terminate this agreement with immediate effect.

Conclusion

A well-written SLA is an essential part of any business relationship that involves services provided by a third-party vendor or service provider. By defining the expectations, performance standards, response times, and escalation procedures, both parties can ensure that they are on the same page and that the services provided meet the needs of the business. Use this sample SLA as a starting point to create a customized agreement that works for your business.