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Data Backup & Recovery Service Level Agreement

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Document Overview

A Data Backup & Recovery Service Level Agreement (SLA) is a legally binding agreement between a service provider and a client that defines:
• The backup services being delivered (how data is copied, stored, and protected).
• The recovery services (how data will be restored after loss, failure, or disaster).
• The performance standards (how quickly backups are completed and data restored).
• The responsibilities of both parties.
• The remedies if the provider fails to meet the agreed standards.

Key Components of a Data Backup & Recovery SLA:
1️. Parties to the Agreement
2️. Scope of Services
3️. Backup Frequency
4️. Data Retention Policy
5️. Recovery Point Objective (RPO)
6️. Recovery Time Objective (RTO)
7️. Service Availability
8. Incident Prioritization & Response Times
9️. Monitoring and Reporting
10. Security and Compliance
11️. Client Responsibilities
12️. Provider Responsibilities
13️. Penalties and Service Credits
14️. Termination Clause
15️. Governing Law

Purpose of a Data Backup & Recovery SLA:
1. Ensures that critical business data is always backed up and can be recovered to minimize downtime and disruption.
2. Defines exactly how often data is backed up, how long backups are retained, and how fast data will be restored if needed.
3. Minimizes the risk of data loss, corruption, or extended outages.
4. Clarifies who is responsible for backup, testing, monitoring, and recovery actions.
5. Helps meet legal and regulatory requirements, e.g.:
• Kenya Data Protection Act 2019
• Sector-specific regulations (banking, healthcare, government)
6. Provides a contractual basis for compensation if the provider fails to meet service levels.

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