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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
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 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.
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Meet some of our Internet SLA Lawyers
Howard B.
Berkson is a dedicated, practical, and detail-oriented attorney licensed to practice in every state court of Oklahoma and the United States Northern and Eastern District Courts. He graduated from the University of Tulsa College of Law with Honors. While there, he received awards for highest grade in trial practice, legal research, and civil procedure. He was also the Executive Notes and Comments Editor for the Energy Law Journal, the official journal of the Energy Bar Association in Washington, D.C. The Energy Law Journal is one of the few peer-reviewed journals in the legal profession. Prior to becoming an attorney, Howard Berkson held executive positions involving a wide range of business and human resources management functions. He has in-depth knowledge of both business and HR practices. During his business career, Berkson negotiated, wrote, red-lined, and disputed contracts. He has answered charges, handled inspections, and supervised audits involving numerous agencies including the Department of Labor, the Equal Employment Opportunity Commission, the National Labor Relations Board, the Occupational Safety and Health Administration, and various state agencies. Berkson honed his analytical and writing skills while earning his Bachelor of Arts degree in Philosophy from the University of Washington. He went on to obtain a Master of Arts in Labor and Industrial Relations from the University of Illinois. Berkson’s work can be found in such publications as The Energy Law Journal, Human Resource Management Review and Personnel Psychology. He is a member of Phi Alpha Delta law fraternity and of Phi Kappa Phi honor society.
Travis D.
Travis counsels individuals and businesses on a broad range of complex topics. His practice centers on producing efficient, client-driven results. He concentrates his practice on real estate, construction, and general business matters with an emphasis on assisting clients both before and after problems occur by drafting contracts designed to best position clients to avoid disputes and litigating matters to a final resolution if problems emerge. Born and raised in Oklahoma, Travis is a triple graduate of the University of Oklahoma, having obtained his Bachelor of Arts, Master of Business Administration, and Juris Doctor degrees from OU. Prior to practicing law, Travis managed the finances and business operations of a successful construction supply company for several years. This insight into sophisticated business dealings, contractual issues, and strategic planning makes him uniquely qualified to handle a wide range of legal matters. Travis lives in Norman with his wife, Haley, dogs, Walter and Poppy, and cat, Ernest. Outside of the office, Travis enjoys playing golf and reading.
Anand A.
Anand is an entrepreneur and attorney with a wide-ranging background. In his legal capacity, Anand has represented parties in (i) commercial finance, (ii) corporate, and (iii) real estate matters throughout the country, including New Jersey, Pennsylvania, Delaware, Arizona, and Georgia. He is well-versed in business formation and management, reviewing and negotiating contracts, advising clients on financing strategy, and various other arenas in which individuals and businesses commonly find themselves. As an entrepreneur, Anand is involved in the hospitality industry and commercial real estate. His approach to the legal practice is to treat clients fairly and provide the highest quality representation possible. Anand received his law degree from Rutgers University School of Law in 2013 and his Bachelor of Business Administration from Pace University, Lubin School of Business in 2007.
Christopher M.
I am a corporate attorney with several years of experience with contracts, corporate and business, government projects, and employment law.
Erik D.
Erik has been a practicing attorney in Florida for over a decade. He specializes in employment and real estate contracts. He has represented clients big and small and can assist with any contract issue.
July 28, 2022
Marc S.
Have been practicing real property and business law in Nevada for over 40 years. No longer handling any litigation, transactional matters only.
August 1, 2022
Domonick G.
I am a licensed attorney who specializes in business law, personal injury and contracts.
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