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API Integration Service Level Agreement

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DOCX
Pages
5
Price: KES 150
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Document Overview

An API Integration SLA is a formal contract between an API provider (service provider) and an API consumer (client or partner), which defines:
• The performance levels the API must meet.
• The availability, uptime, and response times expected.
• The support, incident handling, and escalation processes.
• The security and data protection obligations.

Key Components of an API Integration SLA:
1️. Parties to the Agreement
2️. Scope of Services
3️. Service Availability / Uptime Guarantee
4️. API Performance Metrics
5️. Incident Classification
6️. Response and Resolution Times
7️. Change Management
8️. Monitoring and Reporting
9️. Security & Compliance
10. Client Responsibilities
11️. Service Credits / Penalties
12️. Termination
13️. Limitation of Liability
14️. Force Majeure
15️. Governing Law

Purpose:
1. Define exactly how the API will work, when it will be available, how fast it will respond, and what support is provided.
2. Since many businesses depend on APIs for core operations (e.g., payments, logistics, government services, banking), this ensures stability and predictability.
3. Clearly identify who is responsible when failures or outages occur.
4. Minimize business disruption by agreeing on response and resolution times for incidents.
5. Support legal, regulatory, and data protection compliance (e.g., Kenya Data Protection Act 2019).
6. Outline consequences if the provider fails to meet agreed service levels.

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