Checking or drawing up a service level agreement (SLA)

As a cloud service provider you have a duty of care to provide good service. It is therefore advisable to define clearly what you will and won’t be doing. Such a detailed contract is referred to as a service level agreement (SLA). It may be offered as a separate contract or as a standard part of the quotation.

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In an SLA you specify your service level commitments. So this goes beyond ‘normal’ contracts. What is described in the SLA and its level of detail differ enormously per organisation and this also depends on how complex and critical the purchased services are. In an SLA, it is important to define clearly when the commitments entered into are deemed to have been breached, and what the consequences are of such breaches.

Do you need advice on drawing up or checking your SLA? Legal ICT can assist your organisation with this. Our specialists have years of experience in checking and drawing up SLAs.

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