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Domain & Email Hosting Service Level Agreement

Document Type: DOCX

Number of Pages: 6

Price: KES 150
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Summary

A Domain & Email Hosting Service Level Agreement (SLA) is a formal contract between a client (individual, business, or organization) and a service provider (domain registrar, email hosting provider, or IT company) that defines the terms, standards, and responsibilities related to:
• Domain registration and management
• DNS configuration
• Email hosting, storage, and delivery
• System uptime, security, and support


Here is the full structure, properly numbered:
1. Parties to the Agreement
2. Purpose of the Agreement
3. Scope of Services
4. Service Delivery Standards
5. Performance Metrics (Key Performance Indicators - KPIs)
6. Client Responsibilities
7. Payment Terms
8. Security & Compliance
9. Backups & Data Recovery
10. Liability & Limitation of Liability
11. Confidentiality & Data Protection
12. Suspension of Services
13. Force Majeure
14. Term & Termination
15. Dispute Resolution
16. Governing Law
17. Entire Agreement & Amendments
18. Signatures

The SLA exists to:
1. Clarify Service Expectations — define what domain and email hosting services will be provided.
2. Set Measurable Performance Standards — specify uptime targets, incident response times, email delivery rates, and DNS stability.
3. Minimize Disputes — clearly state each party’s roles, obligations, and remedies for service failures.
4. Ensure Legal Protection — assign liability, responsibility, and data protection obligations under Kenyan law.
5. Ensure Business Continuity — protect business-critical domains and email services from downtime or data loss.
6. Protect Customer & Business Data — ensure personal and business data is secured as per Kenya’s Data Protection Act, 2019.

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

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