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Cybersecurity Services Service Level Agreement

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DOCX
Pages
4
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Document Overview

A Cybersecurity Services SLA is a formal agreement between a service provider (internal or external cybersecurity vendor) and a client organization.

Here are the essential parts that make up a well-structured Cybersecurity Services SLA:
1️. Parties to the Agreement
2️. Scope of Service
3️. Service Hours / Availability
4️. Incident Classification and Prioritization
5. Response and Resolution Times
6️. Performance Metrics (KPIs)
7. Reporting Obligations
8️. Client Responsibilities
9️. Escalation Procedures
10. Confidentiality and Data Protection
11️. Penalties and Remedies
12️.Term and Termination
13️. Governing Law

Purpose of a Cybersecurity SLA:
1. Defines exactly what the provider will do — e.g., monitoring, incident response, vulnerability scanning, etc.
2. Sets clear performance standards, so the provider can be held responsible for timely and effective cybersecurity operations.
3. Reduces legal, financial, and operational risks by having predefined procedures and timelines for incident response.
4. Ensures services align with applicable laws (e.g., Kenya Data Protection Act 2019, GDPR, industry regulations).
5. Both parties know what is expected, how performance will be measured, and how issues will be escalated.

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