Saas Service Level Agreement Sample Contracts
SaaS Service Level AgreementSaas Service Level Agreement • October 3rd, 2024
SAAS SERVICE LEVEL AGREEMENTSaas Service Level Agreement • January 4th, 2021
AlgoSec’s SaaS Service Level AgreementSaas Service Level Agreement • May 19th, 2022
SBS SaaS Service LevelSaas Service Level Agreement • April 8th, 2025
Feature Standard Method of Access for SBS ServiceDesk Online service management tool Level 0 and level 1 team availability Business hours Mo-Fr 8AM-6PM Business hours and On-call Business hours Mo-Fr 8AM-6PM SBS Service Desk Paris time (GMT+1) Number of support Requests Unlimited Product Service Availability 99,9% Environment Availability Production: 24/7/365Trial and pre-production: business hours TTRespond P1: 30 minutes in business hoursP2-P3: 4 hours TTResolve Critical: Priority 1High: Priority 2Medium: Priority 3Low: Priority 4 Only for production environment.A critical incident is a total unavailability of the platform P1: workaround: 4 hours – permanent resolution: 2 days P2: workaround: 1 day – permanent resolution: 4 daysP3: Best effort Additionally for Disaster Recovery: RTO (Recovery TimeObjective)Time to restore the service 24 hours RPO (Recovery PointObjective)Max accepted loss of data 1 hour DRP test frequency 1 test/year (execution report will be communicated t
SAAS SERVICE LEVEL AGREEMENTSaas Service Level Agreement • May 4th, 2023
This Cohesity, Inc. (“Cohesity”) SaaS Service Level Agreement (“SLA”) applies to each end customer entitled to use paid Cohesity SaaS (each a “Customer”). In the event of a conflict between this SLA and the SaaS Terms of Service (the “Terms”), the terms and conditions of this SLA apply, but only to the extent of such conflict. Capitalized terms used but not defined herein shall have their meaning set forth in the Terms.
SBS SaaS Service LevelSaas Service Level Agreement • February 28th, 2025
Feature Standard Advanced Method of Access for Sopra Banking Software Service Desk Telephone/Web ITSM tool Telephone/Web ITSM tool Level 0 and level 1 team availability 24/7/365 24/7/365 Business hours and On-call Business hours Mo-Fr 8AM-6PM SBS Service Desk Paris time (GMT+1) On-call during off hours (for Priority 1) Business hours Mo-Fr 8AM-6PM SBS Service Desk Paris time (GMT+1) On-call during off hours (for Priority 1 and 2) Number of Support Requests Unlimited Unlimited Product Service Availability for Payment 99.5% Quarterly (4 times/year) 99.9% Quarterly (4 times/year) Service rate for Payment Outgoing Process: Outgoing Process: Average 90% under 1500ms and 99% under 2500ms Average 90% under 750ms and 99% under 1500ms Incoming Process: Incoming Process: Average 90% under 1 000ms and99% Average 90% under 500ms and 99%under 1 000ms under 2000ms(Within the platform boundaries of maximum 20 transactions per second (Outgoing / Incoming processes)) (Within the platform bounda
ContractSaas Service Level Agreement • April 3rd, 2023
SaaS-Service Level AgreementSaas-Service Level Agreement • January 30th, 2019
This Service Level Agreement governs the provision on service levels, Availability, Maintenance Work, the availability of support, Incident Management and Reporting of Services provided via the Bosch IoT Suite Portal under http://www.bosch-iot-suite.com (“Bosch IoT Suite Portal”).
SBS SaaS Service LevelSaas Service Level Agreement • February 28th, 2025
Feature Standard Advanced Method of Access for Sopra Banking Software Service Desk Web ITSM tool and phone for P1 only Web ITSM tool and phone for P1 only Level 1 and level 2 teams availability 24/7/365 24/7/365 Business hours and On-call Business hours Mo-Fr 8AM-6PM SBS Service Desk CET (GMT+1)On-call during off hours (for Priority 1) Business hours Mo-Fr 8AM-6PM SBS Service Desk CET (GMT+1)On-call during off hours (for Priority 1and 2) Eary life support 3 first months after the Go Live 1 first month after the Go Live Number of Support Requests Unlimited Unlimited Service Availability for Digital Core 99.5% Quarterly excluding planned downtimes 99.9% Quarterly excluding planned downtimes Service rate Online response time: 90% under 1500ms99% under 2000ms within the agreed platform boundaries Online response time: 90% under 1000ms99% under 1500ms within the agreed platform boundaries Service rate for Payment (if applicable) Outgoing Process:Average 90% under 1500
SaaS SLA agreementSaas Service Level Agreement • January 20th, 2021
Saas service level agreement templateSaas Service Level Agreement • October 27th, 2020
The basic obligation of the provider under the agreement is that its software be accessible to the customer via the Internet as a service. Customer is licensed to use this software, subject to a set of restrictions and prohibitions that can be silenced on a case-by-case basis. The provider may also be obliged to provide support services and ensure that it meets certain software maintenance requirements (e.g. notification requirements). The data provided by the customer is the property of the customer and, if such data is personal data, the standard GDPR-friendly data processing clause applies. Customer data may be classified. Taking into account that the company will provide services, the customer agrees to pay the provider the appropriate costs and to ensure that customer data does not create any obligations of the service provider. What legal documents do I need for my SaaS service or cloud service? There are five main document classes to follow: Terms of Service;Privacy Policies;Web
SBS SaaS Service Level Agreement for Digital Core for Savings Banks_(eng)_v28022025Saas Service Level Agreement • February 28th, 2025
Feature Standard Advanced Method of Access for Sopra Banking Software Service Desk Web ITSM tool and phone for P1 only Web ITSM tool and phone for P1 only Level 1 and level 2 teams availability 24/7/365 24/7/365 Business hours and On-call Business hours Mo-Fr 8AM-6PM SBS Service Desk CET (GMT+1)On-call during off hours (for Priority 1) Business hours Mo-Fr 8AM-6PM SBS Service Desk CET (GMT+1)On-call during off hours (for Priority 1and 2) Eary life support 3 first months after the Go Live 1 first month after the Go Live Number of Support Requests Unlimited Unlimited Service Availability for Digital Core 99.5% Quarterly excluding planned downtimes 99.9% Quarterly excluding planned downtimes Service rate Online response time: 90% under 1500ms99% under 2000ms within the agreed platform boundaries Online response time: 90% under 1000ms99% under 1500ms within the agreed platform boundaries Service rate for Payment (if applicable) Outgoing Process:Average 90% under 1500
SaaS SERVICE LEVEL AGREEMENTSaas Service Level Agreement • April 14th, 2021
Service Level Definition - A service-level is an agreement between the Contractor and Utilities that specifies, usually in measurable terms, what services will be furnished.