Jump to Section
Need help with an Internet SLA?
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 SLAs are 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. 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 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 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 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 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.
For companies that do not meet the contractual promises they made in their SLAs, service credits can be provided as a 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 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.
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.
Meet some of our Internet SLA Lawyers
First in-house counsel for small TX-based company operating in the Middle East. Experienced with drafting, revising, and editing a variety of domestic and international contracts.
Matan is an experienced M&A, corporate, tax and real estate attorney advising closely held businesses, technology start ups, service businesses, and manufacturers in purchases, sales, and other exit strategies. Matan works with founders and first-and-second generation owners to strategically transition businesses.
I am a business law attorney with over 10 years’ experience and a strong background in information technology. I am a graduate of the University of California Berkeley, a member of the Illinois bar and a licensed lawyer (Solicitor) of England and Wales. I actively partner directly with my clients or indirectly, as Of Counsel, to boutique law firms to streamline business practices and manage legal risks by focusing on essentials such as - business contracts, corporate structure, employment/independent contractor agreements, website terms and policies, IP, technology, and commercial related agreements as well as business risk and compliance guidance.
Engaging Transactions Attorney with extensive experience in commercial real estate / project finance that possesses a winning blend of subject matter expertise, skill in client relationship management, and practical experience. Leverages a unique mix of legal, strategic, and analytical expertise, consistently meeting and surpassing client expectations. Specialties: Commercial Real Estate Law, Contract Negotiation, Procurement, Lease/Buy/Sell Transactions, Business Consultations, Team Leadership, and Economic Development
Miami-based duly licensed attorney and customs broker with significant experience in various types of supply chain business agreements, as well as experience in entertainment law.
I am a New Jersey licensed attorney and I have been in practice for over seventeen years. My practice mainly consists of representing public entities (municipalities, school boards, etc) and businesses, both small and large. In that capacity, much of work consists of drafting, reviewing and revising contracts.
Jennifer is an experienced business law attorney who has worked with many startups as well as established corporations. With a strong background in contract creation and review, she will be able to ensure you and your business interests are always protected.