SaaS Agreement – FAQs -What is a SLA and Essential Terms to include in a SLA

A SLA forms part of a SaaS agreement. The SLA can be contained in a separate schedule to the SaaS agreement, or included in the main terms and conditions of the SaaS agreement. An SLA sets out:

Details about the availability of the software and services;
Technical details about hosting; and
Details about support and maintenance services for the software.

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