Service Level Agreement by Common Paper
The Common Paper Service Level Agreement (SLA) is a structured, plain-language contract that defines uptime, response time, and service credit standards for cloud services, ensuring accountability and reliability between providers and customers. It is part of Common Paper’s widely trusted library of open, lawyer-vetted standard agreements.
Service Level Agreement
The Service Level Agreement (SLA) is attached below the Cloud Service Agreement Standard Terms.
Cloud Service Agreement Order Form
The key business terms of this Order Form are as follows:
Framework Terms | Fill in details about the applicable Key Terms. If the Key Terms are included in the same document, you can replace the first sentence with “This Order Form incorporates and is governed by the Framework Terms included below.”
|
Cloud Service | The Cloud Service available under this Order Form is [cloud service description]. |
Order Date | Select one option and delete the other. ( ) Date of last signature on this Order Form ( ) [custom start date] |
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About this template
What is this template?
This document is a modular SaaS contract consisting of an Order Form, Key Terms, Standard Terms, and a Service Level Agreement. It contains specific mechanics for calculating uptime credits based on monthly minutes and includes a 'supercap' structure for specific types of claims. It is not a simple professional services contract, as it focuses on software access rather than labor-only deliverables.
When should you use it?
Use this when providing a web-based software product where performance uptime is a critical part of the commercial offering. The nearest alternative would be a Software License Agreement, which is typically used for on-premise installations rather than hosted services.
What's inside
| Clause | Name | What it does |
|---|---|---|
| 1.1 | Access and Use | The Customer receives a limited license to access the Cloud Service and use included Software for internal business purposes during the Subscription Period. |
| 1.6 | Machine Learning | The Provider may use aggregated and de-identified Customer Content and Usage Data to train and improve artificial intelligence and machine learning models. |
| 2.2 | Suspension | The Provider may suspend access if a balance remains undisputed and unpaid for more than 30 days or if users violate specific restrictions. |
| 5.3 | Term & Termination | Either party may terminate immediately if the other party fails to cure a material breach within 30 days of receiving notice. |
| 8.1 | Liability Caps | Total cumulative liability for claims is restricted to the General Cap Amount, except for specific categories designated as Increased Claims. |
| SLA 1.1 | Target Uptime | The Provider must use commercially reasonable efforts to maintain availability at the percentage specified as the Target Uptime each calendar month. |
| SLA 3.1 | Service Credit | The Customer becomes eligible for Uptime Credits or Response Time Credits if the Provider fails to meet performance targets specified in the Order Form. |
Who it's for
- a cloud service provider issuing a modular agreement with customizable liability caps and uptime commitments
- software companies using customer usage data to train machine learning models under structured privacy controls
- businesses requiring specific service level credits for downtime or delayed technical support responses
- enterprise customers needing to specify insurance minimums for errors and omissions or cyber liability
How long it runs and how it's signed
Law it's drafted under
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