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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SaaS Agreements – FAQs – What is a SLA?

SLA is the common abbreviation used for a service level agreement. When providing SaaS services to customers you need to include a SLA in your SaaS agreement, either as part of the main terms of your SaaS agreement or in a specific SLA schedule. A SLA should set out the following support and maintenance services that you will provide to customers to ensure that the SaaS software is made properly available to them.

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SaaS Agreements – SLA – Maintenance

From time to time you will need to carry out emergency maintenance to the SaaS software. You should therefore include an emergency maintenance section in your SLA so that you can install emergency patches and repairs on your servers. The maintenance section of your SLA should permit you to carry out emergency maintenance at any time and the obligation to provide the customer with prior notice should be on a best efforts basis.

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SaaS Agreements – SLAs – Essential Elements

Customers thinking of purchasing software delivered via the Internet (SAAS) are often unaware of what terms should be included. Jargon in the SLA can seem like a foreign language. Customers often tend to simply accept the SLA provided by the supplier, rather than struggle to understand it.

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