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Delaware Contracts Agreements
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SLA POLICY (ENTERPRISE SAAS)

Delaware Jurisdiction

1. DEFINITIONS

  • Availability: (Total Minutes - Downtime) / Total Minutes in month.
  • Downtime: Minutes when Production environment is unavailable due to Provider-controlled causes.
  • Excluded Downtime: Scheduled Maintenance, force majeure, Customer-caused issues, third-party networks.
  • Scheduled Maintenance: Planned maintenance with at least [X hours/days] prior notice.

2. UPTIME COMMITMENT

  • Monthly Availability target: [99.9%] (or negotiated).

3. MEASUREMENT AND EXCLUSIONS

  • Measured via Provider monitoring tools.

4. SERVICE CREDITS

Monthly Availability Credit (% of monthly fee)
< 99.9% to >= 99.5% [5%]
< 99.5% to >= 99.0% [10%]
< 99.0% [15%]
  • Credits are Customer's sole remedy for SLA failures.
  • Credits cap at [one month] of fees.

5. CHRONIC FAILURE AND TERMINATION RIGHT

  • If Availability falls below [99.0%] in [2] of [3] consecutive months, Customer may terminate with pro-rata refund.

6. CLAIM PROCESS

  • Customer must submit a credit request within [30] days after the month of SLA shortfall.

7. MAINTENANCE WINDOWS

  • Scheduled Maintenance: [day/time window, timezone].

8. CHANGES TO SLA

  • Provider may update with [30] days' notice.

9. ORDER OF PRECEDENCE

  • SaaS Agreement controls except for Availability/credits.

10. GOVERNING LAW AND DISPUTE RESOLUTION

  • Governing Law: Laws of the State of Delaware.
  • Venue: State and federal courts located in [New Castle County / Kent County / Sussex County], Delaware.
  • Jury Waiver: EACH PARTY WAIVES ANY RIGHT TO A TRIAL BY JURY.

11. DELAWARE-SPECIFIC PROVISIONS

  • Trade Secrets: Protected under the Delaware Uniform Trade Secrets Act (6 Del. C. Section 2001 et seq.).
  • Electronic Signatures: Valid under Delaware Uniform Electronic Transactions Act (6 Del. C. Section 12A-101 et seq.).
  • Consumer Protection: Nothing limits rights under the Delaware Consumer Fraud Act (6 Del. C. Section 2511 et seq.).
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