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Public WiFi Provision Service Level Agreement

Document Type
Microsoft Word (Editable)
Pages
5
Price: KES 250
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Document Overview

A Public WiFi Provision Service Level Agreement (SLA) is a formal, legally binding contract between a client (e.g. government, institution, mall, university, or organization providing the public WiFi) and a service provider (ISP, IT firm, or network integrator).

Here’s a full list of the key components, clearly numbered:
1. Parties to the Agreement
2. Purpose of the Agreement
3. Scope of Services
4. Service Locations
5. Service Delivery Standards
6. Performance Metrics (Key Performance Indicators - KPIs)
7. Client Responsibilities
8. Payment Terms
9. Security & Compliance
10. User Privacy & Data Protection
11. Content Filtering & Usage Restrictions
12. Maintenance & Upgrades
13. Incident Management
14. Liability & Insurance
15. Force Majeure
16. Term & Termination
17. Dispute Resolution
18. Governing Law
19. Entire Agreement & Amendments
20. Signatures

The SLA is designed to:
1. Clearly Define the Scope of Work — what public WiFi services are being provided.
2. Set Measurable Service Standards — define uptime, speed, incident response times, and quality targets.
3. Protect Both Parties Legally — reduce legal and financial risks for both client and provider.
4. Ensure User Safety & Compliance — ensure the public WiFi complies with Kenyan legal, data protection, and cybersecurity laws.
5. Maintain Service Reliability — protect user experience through strong network performance and stability.
6. Protect Sensitive Data — ensure personal data collected is handled securely in line with Kenyan law.
7. Reduce Downtime & Disputes — establish clear processes for managing outages and resolving problems.

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