In today’s digital economy, businesses rely heavily on reliable and consistent service delivery. Whether you’re a software provider, cloud operator, or IT service vendor, a clear and enforceable Service Level Agreement (SLA) is vital for building trust, managing risks, and protecting performance standards. At Kontract Genie, we specialise in drafting and negotiating tailored SLAs that align with your business goals, compliance requirements, and technical expectations.
We help safeguard your operations—whether you’re delivering infrastructure, APIs, SaaS applications, or managed IT services—by ensuring that every SLA is practical, transparent, and legally enforceable.
Our Core SLA Services
- IT Service Level Agreements – Define uptime, resolution times, and support coverage for IT services.
- Managed Services SLAs – Set MSP performance standards with penalties, escalation paths, and delivery commitments.
- Software Support SLAs – Clarify patch cycles, bug fixes, and response times for SaaS or on-premise systems.
- Cloud Services SLAs – Secure hosting guarantees, data backups, redundancy, and disaster recovery protocols.
- API SLAs – Establish availability, response times, throughput, and failover for mission-critical integrations.
- Network Availability SLAs – Protect bandwidth, VPNs, and connectivity uptime for business continuity.
- Application Maintenance SLAs – Cover versioning, updates, and security for enterprise applications.
- Production Support SLAs – Define L1/L2/L3 support tiers, ticket handling, and out-of-hours coverage.
- IT Security SLAs – Align with ISO 27001, SOC 2, GDPR, and other compliance frameworks.
- Outsourcing SLAs – Secure service quality in IT, BPO, or back-office outsourcing arrangements.
Why Kontract Genie?
Our tech-first legal experts combine commercial insight with legal precision to deliver SLAs that are not only enforceable but also aligned with operational realities. From risk management to compliance, we ensure your contracts protect performance, strengthen trust, and future-proof your services.
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