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SERVICE LEVEL AGREEMENT

WHAT IS SERVICE LEVEL AGREEMENT?

To bridge the gap between marketing and sales and to lay down the requirements and performance metric required from a vendor, service level agreements are indispensable. These agreements are legal contracts between the individual who receives the service and the one who provides it to ensure a certain level of business; that is pre-decided by the parties involved. There are two types of service level agreements that exist; from business to business (B2B) and from business to consumer (B2C).

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Our experienced professionals will draft whichever document you need, tailored to your business requirements. We offer every client  a free consultation call to

thoroughly discuss their requirements and clarify any doubts they may have after which a customized document is drafted, according to every client’s specific needs.

Let us draft a Service Level Agreement  for you, personalized and customized according to your specific needs.

WHAT MUST BE MENTIONED?

  • Statement of objectives

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  • Scope of services to be covered

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  • Service provider responsibilities

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  • Customer responsibilities

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  • Performance metrics

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  • Penalties for contract breach or exclusions

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A service level agreement template in India usually includes the company name, the service provider’ details and so on.

It must also mention the address of the company. It must include the clients details as well. It must contain the term

and termination, warranty and liability, undertakings, etc.

Documents required:

  1. A statement/declaration of the parties involved to ensure the parties involved in the process

  2. A statement to establish the purpose for the current service level agreement

  3. List of services being provided

  4. A statement of the requirements of both the parties involved for a more comprehensive

HOW THE AGREEMENT IS DRAFTED

01

The current situation is assessed and the services being exchanged so that the scope of the agreement can be determined.

04

Escalation procedures and procedures to be taken in case of failures or breach

must be decided upon.

02

Defining the purpose of the agreement is important before drafting so that the area of operations can be clearly demarcated.

05

The conditions and fees for operations must be decided.

03

The essential part of the document is defining the performance metric expected- the level of service that is expected and the quality

of that service needs to be decided upon by the parties.

06

Exclusions, such as procedure

in case of emergency or third party default must be set out.

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