School Management System Service Level Agreement

Document Type: DOCX

Number of Pages: 6

Price: KES 150
    

Summary

A School Management System Service Level Agreement (SLA) is a formal, legally binding contract between the school, institution, or educational organization (the client)
and the School Management System provider (the service provider).

Key Components of a School Management System SLA:
1️. Parties to the Agreement
2️. Definitions
3️. Purpose Statement
4️. Scope of Services
5️. Service Availability
6️. Technical Support & Helpdesk
7️. Client Responsibilities
8️. Service Provider Responsibilities
9️. Key Performance Indicators (KPIs)
10. Data Protection and Confidentiality
11️. Backup and Disaster Recovery
12️. Fees and Payment Terms
13️. Intellectual Property
14️. Term and Termination
15️. Limitation of Liability
16️. Force Majeure
17️. Dispute Resolution
18️. Governing Law
19️. Entire Agreement & Amendments

The main purposes of the SLA are:
1. Clearly outline the specific modules and functions included in the SMS (admissions, academics, fees, attendance, exams, communication, library, etc.).
2. Establish clear performance metrics for uptime, support, system availability, and issue resolution.
3. Protect the school from prolonged outages, loss of data, or unreliable system access.
4. Hold both the school and the service provider accountable for their roles, ensuring smooth operation.
5. Safeguard sensitive student, staff, and financial data in full compliance with Kenya’s Data Protection Act, 2019.
6. Prevent disputes by providing clear, enforceable remedies for service failures or breaches.

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Disclaimer: This document is not to be taken as legal advise.

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