This Tier 3 SLA template is designed for use in the Indian market where organizations require high-availability data center and IT infrastructure services with stringent uptime requirements. The document is particularly relevant when establishing service commitments for mission-critical operations that demand 99.982% availability through redundant infrastructure. The SLA Tier 3 agreement includes comprehensive technical specifications, performance metrics, and operational procedures compliant with Indian regulations, including the Information Technology Act, 2000 and related rules. It is specifically structured to address the unique requirements of the Indian business environment while maintaining international standards for Tier 3 data center operations, making it suitable for both domestic and multinational organizations operating in India.
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1. Parties: Identification of service provider and customer, including registered addresses and company details
2. Background: Context of the agreement, brief description of services, and purpose of the SLA
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used throughout the agreement
4. Service Description: Comprehensive description of Tier 3 data center services, including power, cooling, network, and infrastructure specifications
5. Service Levels: Detailed uptime guarantees, performance metrics, and measurement methodologies
6. Monitoring and Reporting: Procedures for service monitoring, reporting frequency, and performance measurement methods
7. Response and Resolution Times: Guaranteed response times for different incident priorities and resolution commitments
8. Maintenance and Support: Scheduled maintenance procedures, support services, and escalation processes
9. Service Credits and Penalties: Compensation structure for service level breaches and calculation methods
10. Business Continuity and Disaster Recovery: Procedures for ensuring service continuity and recovery from disasters
11. Security Requirements: Security protocols, access controls, and compliance requirements
12. Term and Termination: Duration of agreement, renewal terms, and termination conditions
13. Payment Terms: Fee structure, payment schedule, and billing procedures
14. General Terms: Standard legal provisions including liability, force majeure, and governing law
1. Multi-Site Services: Used when services are provided across multiple data center locations
2. Enhanced Security Services: Additional security measures beyond standard offerings
3. Cloud Integration Services: When hybrid cloud services are part of the offering
4. Environmental Compliance: Specific environmental commitments and green energy usage
5. Custom SLA Metrics: For clients requiring industry-specific performance metrics
6. Professional Services: Additional consulting or professional services beyond standard datacenter services
7. Hardware Leasing: Terms for hardware leasing if provided as part of the service
8. Migration Services: Terms for data center migration services if required
1. Schedule A - Technical Specifications: Detailed technical specifications of all infrastructure components
2. Schedule B - Service Level Metrics: Comprehensive list of all service level metrics and measurement methodologies
3. Schedule C - Pricing and Service Credits: Detailed pricing structure and service credit calculations
4. Schedule D - Operational Procedures: Standard operating procedures for various scenarios
5. Schedule E - Security Protocols: Detailed security procedures and compliance requirements
6. Schedule F - Emergency Response Plan: Detailed procedures for emergency situations and escalations
7. Appendix 1 - Contact Information: List of key contacts and escalation matrix
8. Appendix 2 - Incident Priority Matrix: Classification of incidents and corresponding response times
9. Appendix 3 - Reporting Templates: Standard templates for various service reports
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