Internet SLA: Definition, Terms, How They Work
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Quick Facts — Internet SLA Lawyers
- Lawyers available: 12 business lawyers
- Clients helped: 4 recent internet SLA projects
What Is An Internet SLA?
An internet SLA, also known as an internet service level agreement, is a contract between an internet or tech company and a customer that establishes the terms and conditions of internet or application services provided. The agreement is legally binding, which means that entering into them carries specific guidelines and limitations imposed on the contract parties.
Working with a service level agreement has several essential benefits. It serves as expectations for your customers regarding the services you provide at a certain price with any limitations. If you are not already using an SLA, consider how they will help and protect you.
Below are three advantages and why a well-written SLA is important:
- Establishes measurable, straightforward, and easy-to-understand expectations and terms for your customers
- Offers peace-of-mind for all parties involved in the transaction for services and typically makes it easier to close deals
- Provides legal documentation of the original agreement in case a dispute happens in the future
SLAs protect the organization as well as the customers’ rights. A mutual understanding of the terms and conditions set forth may foster a positive relationship. As your business grows or changes, ensure that you review your company’s SLAs over time to address any changes in your service capability.
Key Terms In An Internet SLA
There are several critical terms in an internet SLA that you should understand. The specific terms and definitions used in an SLA will vary, but there are certain things that are important to understand for any SLA. These terms are guarantees to your customers and contractors regarding the service level that they can expect from you throughout your contract with them. Consider the following definitions to familiarize yourself beforehand.
Uptime
Uptime is the period that a customer’s services are available online. Most internet SLAs guarantee a certain amount of uptime for a customer. For example, you can guarantee a 99 percent uptime of the service every year.
Packet Delivery
Packet delivery is a ratio or percentage of data packets sent and received. It can also be expressed in terms of packet loss. The standard rate of packet delivery is 99.5 percent for most business services.
Latency
Latency is the time required for data packets to travel. It is generally expressed in milliseconds. In an internet SLA, there is also a certain level of latency thresholds that customers should receive. It can also be given for the company network or the company and customer network combined.
MTTR
MTTR is an acronym for “mean time to repair.” It is a term that describes the average amount of time it takes for your company to respond to customer outages or severe network issues. For example, you can include that your MTTR in your internet SLA is three hours, or however long the metric is for you.
Remedies
For companies that do not meet the contractual promises they made in their SLAs, service credits can be provided as a common remedy. If you are experiencing severe deviations in service expectations, then you can offer to terminate contracts at no penalty to your customers in your internet service-level agreement. Other possible remedies include refunds or other forms of compensation.
Other Key Terms in an Internet SLA
Depending upon the type of service you provide and how you provide it, there could be dozens of legal terms and definitions that should be used in your agreement. Failing to define key terms can result in disagreements or misunderstandings in the future.
They can also open your contract up to legal interpretation if you do not define specific keywords. Instead of leaving the language included in your internet SLA open to interpretation, review a few samples of agreements that major companies use to secure the conditions and relationship between them and their clients.
Always speak with service level agreement lawyers to provide legal advice if you have questions relevant to your specific situation.
Examples of Internet SLAs
In today’s continually shifting business world, your internet SLA is a document that will change with it. However, the essential elements of a contract that remain the same. When implementing an internet SLA for all business and customer levels, consider reviewing a few examples to help you see what should be included.
Here are three examples of internet SLAs:
As you can see, internet SLAs can be as short or as long as necessary. Whatever length of contract you need, these agreements’ most vital aspects lie within their readability and legal compliance. Internet SLAs that are easier to understand can result in fewer misunderstandings and disputes. Legal compliance is vital since a potential disagreement may need to be resolved in court or with an arbiter or mediator. Because there is variation between internet SLAs, it’s important to consult a lawyer to ensure that your SLA meets the needs for your business and complies with applicable laws and regulations.
Image via Pexels by panumas nikhom
Other Types Of Service Level Agreements
Internet companies and ISPs should have other types of service level agreements between them and their clients, partners, and contractors. SLAs will protect your rights as well as other third-parties involved. It can also limit copyright infringement and other forms of misuse related to intellectual property (IP).
These contracts may stand-alone or in conjunction with other types of service level agreements, including:
- Software agreement: A software agreement defines how customers can use applications, programs, and other forms of software. They can also address how it can be installed, redistributed, priced, and licensed.
- Acceptable use policy: An acceptable use policy (AUP) establishes the rules that customers or employees must follow when using certain resources, like intranets, networks, websites, and more. It tells users what they can and cannot do with them much like a software agreement.
- End-user license agreement: An end-user license agreement (EULA) determines how an individual can use an application created by a publisher or author. Also known as a software license, a EULA limits how end-users can use software features.
- SaaS agreement: Software-as-a-service (SaaS) agreements are used when customers are using software that they cannot download. They also limit the transferability of ownership, which means that customers must continue to pay for use.
The types of service level agreements that companies use depend upon several factors, especially the consumer they serve. Since contractors’ needs are different from those of customers, there may be SLAs that are specific to customers, services, and other levels of the organization.
Who Needs An Internet SLA?
Any company offering internet related services, including software, bandwidth, cloud applications, and more, should have an internet SLA. These documents have several applications that can help your employees, salespeople, and managers conduct business more formally while potentially retaining clients longer.
Ultimately, it would be best if you protect your company’s future and intellectual property. Internet SLAs can help you accomplish this objective. Get legal help when drafting your agreement to account for everyone who will use it.
Creating An Internet SLA
Internet law is a vast and ever-growing body of practice. The role of an internet SLAs is no exception. When creating an initial iteration of your company’s SLA, work with a service level agreement lawyer to help you draft it.
Not only will an attorney consider your needs when writing the document, but he or she will also ensure that it is compliant with the relevant jurisdiction at the local, state, and federal levels. When your SLA meets all applicable laws, it is enforceable should a civil dispute arise, which will protect your businesses’ rights.
Get an Internet SLA for Your Company Through ContractsCounsel
When you need an internet SLA for your company, draft a document that is personalized for your service and customers. Post your project with ContractsCounsel now at no upfront cost.
ContractsCounsel is not a law firm, and this post should not be considered and does not contain legal advice. To ensure the information and advice in this post are correct, sufficient, and appropriate for your situation, please consult a licensed attorney. Also, using or accessing ContractsCounsel's site does not create an attorney-client relationship between you and ContractsCounsel.
Meet some of our Internet SLA Lawyers
Daniel R.
NY Admitted Lawyer 20+ years of experience. Focused on Startups , Entrepreneurs, Entertainers, Producers, Athletes and SMB Companies. I have been a part of numerous startups as Founder, CEO, General Counsel and Deal Executive. I have been through the full life cycle from boot strap to seed investors to large funds-public companies to successful exit. Let me use my experiences help you as you grow your business through these various stages. We saw a market for an on-line platform dedicated to Virtual General Counsel Services to Start Ups and Private Companies.
"Daniel did an excellent job, was very responsive, and I highly recommend his services."
Daehoon P.
Daehoon P.
Corporate, M&A & Securities Lawyer | Managing Attorney, DP Counsel PLLC Practice Areas: Business Formation | Commercial Contracts | Contract Drafting & Review | Mergers & Acquisitions | Venture Capital | Securities Offerings | Franchise Law | Employment & Equity Compensation | Intellectual Property | Cross-Border Transactions About/Bio: I represent companies, investors, and fund sponsors in corporate transactions, commercial contracting, and private securities matters, from entity formation and early-stage financings to acquisitions, exits, and ongoing strategic counsel. As Managing Attorney of DP Counsel PLLC, I help clients structure transactions clearly, allocate risk thoughtfully, and move deals forward with documentation that is practical, enforceable, and aligned with business objectives. My practice includes both day-to-day commercial matters and more complex transactional work, including venture financings, private offerings, M&A deals, fund-related documents, and cross-border structuring. What I Do: Corporate & Commercial • Entity formation and structuring for corporations, LLCs, and limited partnerships • Operating agreements, shareholder agreements, and governance documents • Commercial contract drafting, review, and negotiation • Vendor, distribution, manufacturing, SaaS, and licensing agreements • Employment, consulting, confidentiality, and equity compensation agreements • Outside general counsel support for growing companies Securities & Private Capital • Private offerings under Regulation D and Regulation S • Private placement memoranda, subscription agreements, and investor documents • SAFE, convertible note, and priced equity financings • Venture capital and private fund formation matters • Fund governing documents and offering document packages • Securities law analysis for private capital raising transactions Mergers & Acquisitions • Letters of intent and term sheets • Stock purchase, asset purchase, and merger agreements • Due diligence coordination and transaction support • Disclosure schedules, closing documents, and post-closing matters • Earnouts, rollover equity, indemnity structures, and related deal terms • HSR, CFIUS, and related regulatory issue spotting for qualifying transactions Digital Assets & Emerging Technologies • Federal-law digital asset and token securities analysis • Entity structuring for blockchain and Web3 ventures • Digital asset fund and operating structures • AML/KYC documentation support and regulatory issue spotting Franchising • Franchise Disclosure Documents (FDDs) • Franchise agreements • Master franchise and area development agreements • Franchise structuring and registration coordination Real Estate Transactions • Commercial real estate acquisitions and dispositions • Real estate joint ventures and syndications • Commercial lease drafting and negotiation • Real estate investment structures and related offering documents Cross-Border & International • U.S. market entry and entity structuring for international clients • Delaware and multi-entity holding structures • Cross-border transaction planning and documentation • Coordination with foreign counsel and tax advisors on cross-border matters Why Clients Hire Me: • Big-law-level drafting with boutique responsiveness • Practical, business-focused advice grounded in execution reality • Clear scoping and transparent fee arrangements • Experience across financings, acquisitions, fund formations, and cross-border transactions Typical Projects: • Contract drafting and negotiation • Entity formation and governance packages • Private offering document suites • Venture financing documentation • M&A transactions from LOI through closing • Fractional or outside general counsel support Industries Technology | SaaS | FinTech | Digital Assets | E-commerce | Healthcare | Real Estate | Food & Beverage | Professional Services
"Working with Daehoon was a wonderful experience! As someone establishing a new audiobook narration business, I wanted to be confident that my contracts were carefully written and addressed the unique needs of my work, particularly the important issue of AI voice protection. Daehoon was patient, professional, and attentive to my questions and concerns. I especially appreciated his willingness to work through revisions with me and make sure the final documents reflected what I needed. Throughout the process, I felt that he genuinely cared about doing a good job. His attention to detail and thoughtful approach gave me confidence and peace of mind as I move forward with my business. I’m very grateful for his help and would happily work with him again. Thank you, Daehoon!"
Donya G.
Donya G.
I am a Contracts and Mergers & Acquisitions Attorney with more than 25 years of diverse legal and business experience. My practice focuses on mergers and acquisitions, commercial contracts, contract dispute resolution, and a broad range of business-related legal matters. I have extensive experience managing and closing transactions across a variety of industries, including SaaS, IT, eCommerce, franchises, agencies, and food services. I take a practical, business-oriented approach to transactions, helping clients efficiently navigate complex deals from initial structuring and negotiation through execution and closing. My combined legal, litigation, financial, and business experience allows me to deliver strategic, efficient, and practical solutions tailored to my clients’ objectives, whether in deal negotiations, contract structuring, dispute resolution, or complex business transactions
"Donya was an amazing partner and was very patient and diligent in dealing with the APA and OA. I highly recommend her as she knows her stuff, is confident, and always has your back."
Ryenne S.
My name is Ryenne Shaw and I help business owners build businesses that operate as assets instead of liabilities, increase in value over time and build wealth. My areas of expertise include corporate formation and business structure, contract law, employment/labor law, business risk and compliance and intellectual property. I also serve as outside general counsel to several businesses across various industries nationally. I spent most of my early legal career assisting C.E.O.s, General Counsel, and in-house legal counsel of both large and smaller corporations in minimizing liability, protecting business assets and maximizing profits. While working with many of these entities, I realized that smaller entities are often underserved. I saw that smaller business owners weren’t receiving the same level of legal support larger corporations relied upon to grow and sustain. I knew this was a major contributor to the ceiling that most small businesses hit before they’ve even scratched the surface of their potential. And I knew at that moment that all of this lack of knowledge and support was creating a huge wealth gap. After over ten years of legal experience, I started my law firm to provide the legal support small to mid-sized business owners and entrepreneurs need to grow and protect their brands, businesses, and assets. I have a passion for helping small to mid-sized businesses and startups grow into wealth-building assets by leveraging the same legal strategies large corporations have used for years to create real wealth. I enjoy connecting with my clients, learning about their visions and identifying ways to protect and maximize the reach, value and impact of their businesses. I am a strong legal writer with extensive litigation experience, including both federal and state (and administratively), which brings another element to every contract I prepare and the overall counsel and value I provide. Some of my recent projects include: - Negotiating & Drafting Commercial Lease Agreements - Drafting Trademark Licensing Agreements - Drafting Ambassador and Influencer Agreements - Drafting Collaboration Agreements - Drafting Service Agreements for service-providers, coaches and consultants - Drafting Master Service Agreements and SOWs - Drafting Terms of Service and Privacy Policies - Preparing policies and procedures for businesses in highly regulated industries - Drafting Employee Handbooks, Standard Operations and Procedures (SOPs) manuals, employment agreements - Creating Employer-employee infrastructure to ensure business compliance with employment and labor laws - Drafting Independent Contractor Agreements and Non-Disclosure/Non-Competition/Non-Solicitation Agreements - Conducting Federal Trademark Searches and filing trademark applications - Preparing Trademark Opinion Letters after conducting appropriate legal research - Drafting Letters of Opinion for Small Business Loans - Drafting and Responding to Cease and Desist Letters I service clients throughout the United States across a broad range of industries.
"Ryenne was so helpful and was able to review and advise on my issue within less than a day. I would definitely recommend their expertise!"
Jason H.
Jason has been providing legal insight and business expertise since 2001. He is admitted to both the Virginia Bar and the Texas State Bar, and also proud of his membership to the Fellowship of Ministers and Churches. Having served many people, companies and organizations with legal and business needs, his peers and clients know him to be a high-performing and skilled attorney who genuinely cares about his clients. In addition to being a trusted legal advisor, he is a keen business advisor for executive leadership and senior leadership teams on corporate legal and regulatory matters. His personal mission is to take a genuine interest in his clients, and serve as a primary resource to them.
"Jason has been excellent on communication with the Cell Tower Company, and getting Us what we have decided to settle on, still under negotiations process. Would highly recommend for any legal needs not just cell tower projects.."
Phocus L.
G'day, my name is Michele! I work with startups, entrepreneurs and small/medium-sized businesses across the country in a wide array of industries. I help them with all of their ongoing, daily legal needs. This includes entity formation, M&A, contract drafting and review, employment, asset sale & acquisition, and business sales or shareholder exits. I'm half-Australian, half-Italian, and I've lived the last 20+ years of my life in America. I've lived all over the USA, completing high school in the deep south, graduating cum laude from Washington University in St. Louis, and then cum laude from Georgetown University Law Center. After law school I worked for the Los Angeles office of Latham & Watkins, LLP. After four intense and rewarding years there, I left to become General Counsel and VP of an incredible, industry-changing start-up called Urban Mining Company (UMC) that manufactures rare earth permanent magnets. I now work for Phocus Law where I help run our practice focused on entrepreneurs, startups, and SMEs. I love what I do, and I'd love to be of help! My focus is on providing stress-free, enjoyable, and high-quality legal service to all of my clients. Being a good lawyer isn't enough: the client experience should also be great. But work isn't everything, and I love my free time. I've been an avid traveler since my parents put me on a plane to Italy at 9-months old. I'm also a music nut, and am still looking for that perfect client that will engage me to explain why Dark Side Of The Moon is the greatest album of all time. Having grown up in a remote, and gorgeous corner of Australia, I feel a strong connection to nature, and love being in the elements.
Anna K.
Anna is an experienced attorney, with over twenty years of experience. With no geographical boundaries confining her practice, Anna works on corporate, healthcare and real estate transactions. Anna brings extensive big firm experience, garnered as an associate in the Miami office of the world's largest law firm, Baker and McKenzie, and the Miami office of the international law firm Kilpatrick Townsend. Her areas of expertise include: mergers and acquisitions, initial public offerings, private placements, healthcare transactions, corporate finance, commercial real estate transaction and acting as a general corporate counsel. Anna is certified to practice law in Florida and was admitted to the Florida Bar in 1998. Anna is also a Certified Public Accountant. She passed May 1995 CPA Exam on the first sitting. She is fluent in Russian (native).
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