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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Templates

In addition to advising you on and providing tailor made SaaS agreements, SLAs, data processing agreements, website documents and IT law agreements generally, Bodle Law also provides non-customised templates for fixed fees to SaaS companies for use with their business customers as follows. SaaS Templates Data Processing Agreement (DPA) –

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SaaS Agreements – SLA – Terms to Include

The above is a general guide to the terms to include in a SLA for a SaaS agreement. The degree of detail that you provide will largely depend upon the following:

The type of SaaS products and services you are supplying;
How much the customer pays for the SaaS product and services;
Whether the SaaS product is business critical i.e. online banking;
What is standard in that particular business area.

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IT Law

Bodle Law provides English legal advice to business customers and suppliers on all legal issues relating to information technology law, IT law and in particular SaaS, GDPR and cloud computing. Irene Bodle is a specialist IT lawyer with more than 14 years experience advising on IT law. I provide commercial

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Software Contracts

Bodle Law provides English legal advice to business customers and suppliers on UK and international software agreements. I have more than 14 years experience advising on, drafting, negotiating and dealing with international software contract issues. I provide pragmatic legal solutions which reflect your commercial requirements and business needs. I advise

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SaaS and the Legal Cloud made Simple

Bodle Law is a law firm specialising in SaaS, cloud computing, GDPR and IT law. Bodle Law provides specialist, pragmatic and business focused English legal advice to UK, EU and global business clients, at competitive rates, on the following: SaaS agreements (software as a service) SaaS reseller agreements SaaS agency

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