Service Level Agreement (Common Paper Standard)
A service level agreement that sets uptime and support commitments for a cloud service. It is designed to be used together with the Common Paper Cloud Service Agreement, with the numbers set in an Order Form.
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Instructions for filling out Service Level Agreement (Common Paper Standard)
This template is used for official filing and documentation. Below are detailed instructions for completing, requirement details, and submission rules.
Who needs to fill out this document?
This form is designed for use by legal entities, individuals, or authorized representatives in the following cases:
- SaaS providers committing to uptime and response times.
- Customers negotiating service commitments.
- IT and operations teams writing support policies.
What you will need before starting
Before filling out the interactive form, prepare the following details and documents:
Step-by-step filling process
- Fill in provider and customer: Complete the parties in the Key Terms table.
- Set uptime and support targets: Enter your uptime target and support response times.
- Define remedies: Describe service credits or other remedies.
- Sign with the main agreement: Sign this together with your Cloud Service Agreement.
Frequently Asked Questions (FAQ)
Do I need a main agreement?
The SLA is designed to sit alongside a cloud service agreement; it is not a complete contract by itself.
What uptime should I promise?
Only what you can measure and deliver. Review past availability before committing.
Is this legal advice?
No. The author publishes it for general reference, not as advice on your situation. Have a qualified lawyer review it before you sign, especially if you operate outside the United States.
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