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Internet Service Provider (ISP) Service Level Agreement

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DOCX
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5
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Document Overview

An ISP Service Level Agreement (SLA) is a legally binding contract between an Internet Service Provider and its client that:
• Defines the internet services being provided (bandwidth, uptime, speed, availability, etc.)
• Sets clear performance standards that the ISP must meet.
• Establishes the support structure — how fast the ISP must respond and resolve issues.
• Outlines compensation or penalties if the ISP fails to meet agreed service levels.
• Clarifies responsibilities of both the ISP and the client.

Key Components:
1️. Parties to the Agreement
2️. Scope of Services
3️. Service Availability / Uptime Guarantee
4️. Performance Standards
5. Installation & Setup Timelines
6️. Incident Prioritization
7️. Response & Resolution Times
8️. Monitoring & Reporting
9️. Maintenance Windows
10. Client Responsibilities
11️. ISP Responsibilities
12️. Service Credits / Penalties
13️. Security & Data Protection
14️. Termination Clause
15️. Limitation of Liability
16️. Force Majeure
17️. Governing Law

Purpose of an ISP SLA:
1. Ensures internet connectivity remains stable, reliable, and resilient — especially for businesses that rely heavily on cloud services, online transactions, video conferencing, etc.
2. Clearly defines service standards like uptime, speed, latency, support response times, and maintenance windows.
3. The ISP is held accountable if it fails to meet these standards.
4. Outlines what happens (compensation, credits, or penalties) if the ISP repeatedly fails.
5. Especially for critical sectors like banking, healthcare, education, or government, where stable internet is legally or operationally required.
6. Gives clients confidence that they’re receiving professional, reliable, and monitored service delivery.

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