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Service Level Agreement (SLA) in India

Q: Can I draft an SLA myself?

Yes, you can draft an SLA yourself, especially if you understand your service structure well. However, for legal enforceability and accuracy, it is highly recommended to consult a legal expert or professional service like RegisterKaro to ensure compliance with Indian laws, proper formatting, and clearly defined clauses.

Q: What happens if an SLA is breached?

When an SLA is breached, meaning the service provider fails to meet the agreed performance levels, it can lead to penalties, service credits, or legal action, depending on what’s mentioned in the agreement. Breaches may also damage business relationships and affect client satisfaction.

Q: How often should an SLA be reviewed or updated?

SLAs should be reviewed at least once every 6 to 12 months or whenever there is a significant change in services, technology, business needs, or client expectations. Regular reviews ensure that the SLA stays relevant and effective over time.

Q: What is the difference between an SLA, an SLO, and a KPI?

SLA (Service Level Agreement): The formal contract that defines service expectations. SLO (Service Level Objective): A specific goal within the SLA, like 99.9% uptime. KPI (Key Performance Indicator): A measurable value used to track service performance against business objectives. SLOs and KPIs are components that help fulfill and monitor the terms outlined in an SLA.

Q: Are SLAs only for IT companies?

No, SLAs are not limited to IT companies. They are widely used across industries, including telecom, logistics, facility management, healthcare, e-commerce, BPOs, and more. Any business that provides ongoing services can benefit from having a clear and enforceable SLA.

Q: How long is an SLA valid?

The validity of an SLA depends on the agreement between the parties. Typically, it is valid for the duration of the contract or until services are renewed or terminated. Regular reviews are recommended to keep it updated.

Q: Can SLA terms be renegotiated?

Yes. SLA terms can be renegotiated whenever there are changes in business needs, services, or client expectations. Renegotiation should be documented and signed by both parties to remain legally binding.

Q: Are SLAs enforceable in Indian courts?

Yes. SLAs are enforceable under the Indian Contract Act, 1872, provided they meet the legal requirements such as lawful consideration, free consent, and a clear intention to create legal obligations.

Q: What happens if a vendor fails to meet SLA standards?

If a vendor fails to meet the agreed SLA metrics, remedies outlined in the SLA, such as service credits, penalties, or escalation procedures, are applied. In severe cases, legal action or contract termination may also be pursued.

Ensure your services meet defined standards with a legally compliant Service Level Agreement in India. Get expert drafting, review, and execution support with RegisterKaro today.

Customizable SLA Templates for Varied Industries

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MCA Certified Experts

10,000+

Trusted Reviews

2500+

Monthly Clients Onboardings

Serving Businesses Across India

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Phone Number*

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Frequently Asked Questions (FAQs)

What is the main purpose of an SLA?

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The primary purpose of an SLA is to define the expected level of service between a provider and a client. It sets clear expectations, outlines performance standards, assigns responsibilities, and establishes remedies for service failures, ensuring transparency, accountability, and trust.

Can I draft an SLA myself?

What happens if an SLA is breached?

How often should an SLA be reviewed or updated?

What is the difference between an SLA, an SLO, and a KPI?

Are SLAs only for IT companies?

How long is an SLA valid?

Can SLA terms be renegotiated?

Are SLAs enforceable in Indian courts?

What happens if a vendor fails to meet SLA standards?

Why Choose RegisterKaro for Drafting the Service Level Agreement?

At RegisterKaro, we make SLAs simple, clear, and suited to your business.

Easy to Understand: We use simple language so everyone knows their responsibilities.
Legally Strong in India: Fully compliant with Indian laws and stamp duty rules.
Practical Metrics: We set realistic targets like response time and uptime that help your business.
Made for Your Business: Customized for your industry, services, and client needs.

Why Choose RegisterKaro for Drafting the Service Level Agreement?

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