description

Vendor / Service Agreement (SLA)

A service agreement with measurable service levels — uptime, response and resolution times, and service credits — for B2B services and outsourced work.

sell From ₹1,499 + GST scheduleWithin 72 hours verified_userVerified advocates

Overview

We define the services precisely, set service levels that can actually be measured, and link them to credits, escalation and termination rights. The agreement also covers fees and invoicing, confidentiality, intellectual property, liability caps, and exit assistance at the end of the contract.

Where personal data is involved, the agreement reflects the obligations of the Digital Personal Data Protection Act, 2023, including how the service provider may process data on your behalf.

What's included

check_circle Scope and description of services
check_circle Service levels with credits and escalation
check_circle Fees, invoicing and GST terms
check_circle Data protection and confidentiality
check_circle Liability caps and indemnities
check_circle Termination and exit assistance

What we'll need

01Description of the service
02Target service levels
03Commercial terms and any counter-party draft
attach_file Identity proof
attach_file Counter-party draft (optional)

Common use cases

SaaS, IT and support services
Outsourced operations and facility management
Agency and retainer arrangements

How it works

01
Tell us the details
A short form and any documents we need.
02
Pay securely
A verified professional picks up your request.
03
Track & receive
Follow progress and get your documents in your dashboard.

Common questions

What is the difference between an SLA and a service agreement?

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The service agreement sets the overall terms; the SLA is the part that defines measurable service levels and what happens when they are missed. They are usually drafted together, with the SLA as a schedule.

Are service credits the only remedy for missed service levels?

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Only if the contract says so. The agreement states whether credits are the sole remedy or sit alongside termination rights for repeated failures, depending on whether you are the customer or the provider.

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