Ensure Reliability, Performance & Accountability with Tailored SLAs from Kontract Genie

In today’s digital economy, service quality can make or break your reputation. Kontract Genie helps technology businesses, cloud providers, and IT service vendors draft and negotiate clear, enforceable Service Level Agreements (SLAs) that align with business goals, compliance needs, and technical standards.

We safeguard your operations—whether you’re offering software, APIs, infrastructure, or managed IT services.

Our Core SLA Services

  1. IT Service Level Agreements
    Define service uptime, resolution times, and support hours for internal or outsourced IT services.

  2. Managed Services SLA
    Ensure consistent delivery by Managed Service Providers (MSPs) with defined performance standards, penalties, and escalation processes.

  3. Software Support SLA
    Clarify bug fix timelines, patching commitments, and critical issue response for on-prem or SaaS applications.

  4. Cloud Services SLA
    Outline hosting guarantees, disaster recovery, data backup frequencies, and multi-region redundancy.

  5. API SLA (Application Programming Interfaces)
    Specify availability, response time, throughput limits, and failover expectations for mission-critical APIs.

  6. Network Availability SLA
    Secure uptime targets for leased lines, VPNs, and bandwidth provisioning for businesses and data centres.

  7. Application Maintenance SLA
    Cover versioning, patch cycles, security updates, and support availability for enterprise software products.

  8. Production Support SLA
    Define L1/L2/L3 support layers, ticket resolution times, weekend/holiday coverage, and escalation tiers.

  9. IT Security SLA
    Align security obligations with internal policies or external frameworks like ISO 27001, SOC 2, and GDPR.

  10. Outsourcing SLA
    Protect performance and deliverables when outsourcing IT or back-office operations—BPO, KPO, or ITO.

Why Choose Kontract Genie for SLAs?

  • Tech-First Legal Experts – We understand the business and technical needs of SaaS, cloud, APIs, and IT services.

  • Customised for Your Industry – From fintech to healthtech to B2B SaaS—we draft industry-compliant SLAs.

  • Risk-Aware Drafting – We cover liability, force majeure, dispute resolution, and compliance clauses.

  • Audit & Review Services – Already using SLAs? We audit and revise outdated terms to match today’s expectations.

  • Fast, Collaborative Process – Get contracts that align legal protection with operational realities—without delay.

How We Work With You

Step 1: Requirement Gathering
We understand your service model, business risks, and customer expectations.

Step 2: SLA Drafting
We create a custom SLA tailored to the services you offer or consume.

Step 3: Review & Finalise
We negotiate or revise terms to match both parties’ needs and avoid ambiguity.

Step 4: SLA Monitoring & Updates
As your operations evolve, we help you maintain SLA relevance and legal accuracy.

Boost Service Trust with Smart Legal Coverage

Whether you’re a software provider, IT consultancy, or enterprise with vendor contracts—
Kontract Genie ensures your SLAs are strong, fair, and future-ready.