Templates Contracts Agreements SLA Policy (Enterprise SaaS) (Connecticut)
Connecticut Contracts Agreements
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SLA POLICY (ENTERPRISE SAAS)

Connecticut Jurisdiction

1. DEFINITIONS

  • Availability: (Total Minutes - Downtime) / Total Minutes in month.
  • Downtime: Minutes when Production environment is unavailable to all Users due to Provider-controlled causes.
  • Excluded Downtime: Scheduled Maintenance, force majeure, Customer-caused issues, third-party networks outside Provider control, beta features.
  • Scheduled Maintenance: Planned maintenance with at least [X hours/days] prior notice, not exceeding [Y hours] per month.

2. UPTIME COMMITMENT

  • Monthly Availability target: [99.9%] (or negotiated). Measured per calendar month per Production environment.

3. MEASUREMENT AND EXCLUSIONS

  • Measured via Provider monitoring tools; Customer logs considered in good faith for validation.

4. SERVICE CREDITS

Monthly Availability Credit (% of monthly fee for affected service)
< 99.9% to >= 99.5% [5%]
< 99.5% to >= 99.0% [10%]
< 99.0% [15%]
  • Credits are Customer's sole and exclusive remedy for SLA failures, except as provided in Section 5.
  • Credits cap at [one month] of fees for the affected service.

5. CHRONIC FAILURE AND TERMINATION RIGHT

  • If Availability falls below [99.0%] in [2] of [3] consecutive months, Customer may terminate the affected Order on [30] days' notice and receive a pro-rata refund.

6. CLAIM PROCESS

  • Customer must submit a credit request within [30] days after the month in which the SLA shortfall occurred.
  • Provider reviews and responds within [15] days.

7. MAINTENANCE WINDOWS

  • Scheduled Maintenance: [day/time window, timezone]; emergency maintenance on notice as practicable.

8. CHANGES TO SLA

  • Provider may update prospectively with [30] days' notice; material reductions require mutual agreement.

9. ORDER OF PRECEDENCE

  • This SLA is subject to the SaaS Agreement; if conflict, SaaS Agreement controls except for Availability/credits.

10. GOVERNING LAW AND DISPUTE RESOLUTION

  • Governing Law: Laws of the State of Connecticut.
  • Venue: State and federal courts located in [Hartford County / Fairfield County / New Haven County], Connecticut.
  • Jury Waiver: TO THE FULLEST EXTENT PERMITTED BY CONNECTICUT LAW, EACH PARTY WAIVES ANY RIGHT TO A TRIAL BY JURY.

11. CONNECTICUT-SPECIFIC PROVISIONS

  • Trade Secrets: Protected under the Connecticut Uniform Trade Secrets Act (Conn. Gen. Stat. Section 35-50 et seq.).
  • Electronic Signatures: Valid under the Connecticut Uniform Electronic Transactions Act (Conn. Gen. Stat. Section 1-266 et seq.).
  • Consumer Protection: Nothing limits rights under the Connecticut Unfair Trade Practices Act (Conn. Gen. Stat. Section 42-110a et seq.).
  • Privacy Compliance: Provider shall comply with the Connecticut Data Privacy Act (Conn. Gen. Stat. Section 42-515 et seq.) to the extent applicable.
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SLA Policy (Enterprise SaaS) (Connecticut)

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