Service Level Agreement (SLA)

While the SLA can technically be attached to a standalone order form, it is best used as a schedule to a broader MSA or subscription agreement so that commercial terms, confidentiality, IP, and limitation of liability are governed coherently in a single master contract.

The appropriate commitment depends on the criticality of the service and the maturity of your operations; Indian SaaS and managed service providers often start with 99.0 or 99.5 percent uptime with modest, capped service credits to balance customer assurance with sustainable risk exposure.

No, the template makes credits the exclusive monetary remedy for SLA breaches but does not remove any termination rights under the master agreement for chronic or material failures, allowing you to exit if service quality remains unsatisfactory.

You should map severity definitions and response targets to your ticketing queues, on-call rotations, and escalation paths, then keep the escalation matrix and maintenance window fields synchronised with your internal runbooks to ensure commitments are realistic.

The SLA references backup, disaster recovery, and security measures at a high level and should be read together with your data processing and security schedules to ensure consistency with Indian data protection and reasonable security expectations under IT and related rules.