template

Software Service Level Agreement

by
Genie Team
Genie Team
Oct, 10 2023

When to use this template

A Software Service Level Agreement (SLA) under UK law is a legal template that outlines the terms and conditions for providing software-related services between two parties. This agreement serves as a contract governing the level of service and performance expected from the software service provider, while ensuring the rights and responsibilities of both parties are protected.

The template would typically cover various aspects related to service delivery, including the scope of services, performance metrics, availability, response and resolution times, service credits, and penalties for non-compliance. It may also detail the support and maintenance obligations, security and confidentiality measures, data protection, intellectual property rights, and termination conditions.

This SLA template aims to establish clear expectations and responsibilities, ensuring that the software service provider meets the agreed-upon service levels, while providing remedies or compensation in case of any breaches or failures. It also aligns the interests of both parties and promotes accountability, fostering a healthy business relationship based on mutual trust and understanding.

Considering the specific legal context of the United Kingdom, this SLA template would adhere to the relevant laws, regulations, and industry standards specific to the jurisdiction. This could include compliance with data protection laws (such as the General Data Protection Regulation), consumer protection regulations, and any other relevant legislation related to software services in the UK.

Overall, this legal template serves as a crucial document for software service providers and their clients to establish a solid foundation for service provision and ensure transparency, reliability, and protection of their respective rights and interests under UK law.

Key issues covered in this template

  • Fault reporting
  • Higher-Level Support
  • Off-site support
  • Response times
  • Risk mitigation
  • Service Credit
  • Support Services
  • Updates on efforts
  • Escalation process
  • N/A

What to watch out for

  • Make sure that the service levels specified in the agreement are realistic and achievable

  • Make sure that the agreement clearly sets out the consequences if the service levels are not met

  • Make sure that the agreement is in a form that can be readily understood and implemented

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Used by

Author

Genie Team

Genie Team

@genieteam
Genie AI

The Genie Team consists of lawyers and paralegals. Our aim is to open source the law and provide high quality, regularly reviewed legal documents.

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Additional information

Business categories

Business activities

Contract type

Relevant sectors

Technology

Relevant company sizes

1 - 3

20 - 49

250 - 999

4 - 19

50 - 249

1000 +

Governing law

England and Wales

Language

English UK

Gender neutral

Yes