Gig Economy and Contract Work•VERSION 1.0

Vendor Service Level Agreement (SLA)

Jurisdiction:India (General)

Commercial service level agreement setting out availability metrics, response and resolution turnaround times, liquidated penalty clauses, and escalation workflows for vendor services in India.

Legal NoticeGeneral template, legal applicability not verified.

Particulars (15 Fields)

01.Agreement Execution Date*

विवरण दर्ज करें

💡 Enter accurate agreement execution date

02.Vendor Representative Name*

विवरण दर्ज करेंe.g. Suresh Nambiar

💡 e.g. Suresh Nambiar

03.Vendor Entity Name*

नियोक्ता / कंपनी का नामe.g. CloudMatrix IT Services P...

💡 Registered enterprise or organization name

04.Vendor GSTIN*

विवरण दर्ज करेंe.g. 29AABCC1234F1Z9

💡 e.g. 29AABCC1234F1Z9

05.Client Representative Name*

विवरण दर्ज करेंe.g. Priya Venkatesh

💡 e.g. Priya Venkatesh

06.Client Entity Name*

नियोक्ता / कंपनी का नामe.g. Karnataka Retail Enterpri...

💡 Registered enterprise or organization name

07.Description of Managed Vendor Services*

विवरण दर्ज करें

💡 Hosting, maintenance, SaaS, cloud management, customer support, or vendor operations...

08.Key Performance Indicators (KPIs)*

विवरण दर्ज करें

💡 System throughput, transaction speed, error rate benchmarks, and support availability...

09.Guaranteed Availability / Uptime Percentage*

विवरण दर्ज करेंe.g. 99.5% monthly uptime

💡 e.g. 99.5% monthly uptime excluding scheduled maintenance

10.Incident Response and Resolution Turnaround*

विवरण दर्ज करेंe.g. Priority 1: 30 min respon...

💡 e.g. Priority 1: 30 min response / 4 hr resolution; Priority 2: 2 hr response / 12 hr resolution

11.Service Credit and Liquidated Penalty Terms*

विवरण दर्ज करें

💡 5% monthly fee credit per 0.5% uptime drop below SLA up to a maximum cap of 25%...

12.Recurring Service Fee (in INR / Month)*

विवरण दर्ज करेंe.g. 85000

💡 e.g. 85000

13.SLA Performance Review Frequency*

विवरण दर्ज करें

💡 Enter accurate sla performance review frequency

14.Multi-Tier Escalation Hierarchy*

विवरण दर्ज करें

💡 Level 1: Support Desk; Level 2: Operations Lead; Level 3: Chief Technology Officer...

15.Agreement Validity Term*

अनुबंध अवधि / समय-सीमाe.g. 24 months

💡 Standard residential rent agreements are for 11 months

Contract Clauses & Optional Terms

Drag Handle to Reorder

Reorder terms via vertical drag handles or toggle statutory optional covenants. Clauses will automatically re-index sequentially in the agreement sheet.

Tenure & Term of Lease
The term of this lease/tenancy shall be for a fixed duration of {{dura...
Mandatory
Monthly Rent & Due Date
The Second Party covenants to remit a monthly rent of Rs. {{monthly_re...
Mandatory
Refundable Security Deposit
The Second Party has deposited an interest-free refundable security su...
Mandatory
Permitted Use of Premises
The demised premises shall be utilized exclusively for lawful resident...
Mandatory
Statutory Arbitration (Act 1996)
Any dispute arising hereunder shall be referred to a sole arbitrator a...
Delayed Rent Interest (18% p.a.)
Default in monthly rent remittance beyond the grace period shall attra...
Sub-Lease & Assignment Prohibition
The Second Party is strictly prohibited from sub-letting, parting with...
Pet & Society Bylaw Compliance
Domestic pets are permitted subject to strict adherence to resident we...
Force Majeure Calamity Suspension
Neither party shall be held liable for statutory defaults caused by fl...

Party 1 Signature / ExecutionDigital Canvas (HTML5)

Digital Signature Pad

Sign inside this box (Touch or Mouse)

Paper:

REF: VENDOR-SERVICE-LEVEL-AGREEMENT

VENDOR SERVICE LEVEL AGREEMENT (SLA) THIS SERVICE LEVEL AGREEMENT (this "SLA") is executed on this [Agreement Execution Date], BETWEEN: 1. [Vendor Entity Name], represented herein by [Vendor Representative Name], having its commercial office and bearing GSTIN [Vendor GSTIN] (hereinafter referred to as the "Vendor", which expression shall include its successors and permitted assigns) of the ONE PART; AND 2. [Client Entity Name], represented herein by [Client Representative Name], having its commercial office (hereinafter referred to as the "Client", which expression shall include its corporate successors and permitted assigns) of the OTHER PART. WHEREAS: A. The Vendor provides professional technical, digital, infrastructure, and business support services. B. The Client desires to retain the Vendor to provide continuous, high-reliability managed services subject to rigorous availability standards, performance metrics, and service credits. C. The Parties desire to formalize this Agreement pursuant to Section 73 and Section 74 of the Indian Contract Act 1872. NOW, THEREFORE, THE PARTIES AGREE AS FOLLOWS: 1. SCOPE OF MANAGED SERVICES 1.1 The Vendor shall provide the following managed services to the Client: [Description of Managed Vendor Services] 1.2 The Vendor guarantees that all services rendered shall comply with industry best practices, applicable cybersecurity guidelines under the Information Technology Act 2000, and CERT-In directions. 2. SERVICE AVAILABILITY AND PERFORMANCE BENCHMARKS 2.1 Uptime Guarantee: The Vendor guarantees that the services shall maintain an uptime SLA of: [Guaranteed Availability / Uptime Percentage] 2.2 Uptime shall be calculated over each calendar month using the formula: Total Minutes in Month minus Unscheduled Downtime divided by Total Minutes in Month multiplied by 100. 2.3 The baseline Key Performance Indicators (KPIs) governing operational performance are: [Key Performance Indicators (KPIs)] 3. INCIDENT CLASSIFICATION AND RESOLUTION PROTOCOLS 3.1 The Vendor shall respond to and resolve service incidents within the following turnaround times: [Incident Response and Resolution Turnaround] 3.2 Incident logging shall be conducted through the Client automated ticketing portal or designated communication channels. 4. SERVICE CREDITS AND LIQUIDATED PENALTIES 4.1 If the Vendor fails to meet the guaranteed uptime SLA or resolution timelines, the Client shall be entitled to service credits as set out below: [Service Credit and Liquidated Penalty Terms] 4.2 The Parties acknowledge that service credits represent a genuine pre-estimate of damages under Section 74 of the Indian Contract Act 1872 and do not constitute a penalty. Service credits shall be deducted from the subsequent monthly invoice. 5. COMMERCIAL TERMS AND INVOICING 5.1 The Client shall pay the Vendor a monthly recurring service fee of INR [Recurring Service Fee (in INR / Month)] (Indian Rupees) plus applicable Goods and Services Tax (GST). 5.2 The Vendor shall invoice the Client on the first business day of each calendar month. Invoices shall be payable within 30 calendar days of receipt. 5.3 Statutory deductions under the Income Tax Act 1961 (TDS u/s 194C / 194J) shall be made by the Client. 6. PERFORMANCE AUDITS AND ESCALATION 6.1 Performance under this SLA shall be formally reviewed according to the following cadence: Monthly Performance Audit 6.2 If any unresolved dispute or chronic service failure occurs, the Parties shall trigger the following multi-tier escalation hierarchy: [Multi-Tier Escalation Hierarchy] 7. TERM AND TERMINATION FOR CHRONIC DEFAULT 7.1 This SLA shall remain in force for a duration of [Agreement Validity Term] from [Agreement Execution Date]. 7.2 The Client shall have the right to terminate this SLA without penalty if the Vendor experiences chronic SLA failures, defined as three consecutive months of failing to achieve the guaranteed uptime SLA. 7.3 Either Party may terminate for convenience by providing 60 days advance written notice. 8. FORCE MAJEURE AND EXCLUSIONS 8.1 The Vendor shall not be liable for failure to meet service levels caused by acts of God, widespread internet backbone outages outside Vendor control, or unauthorized modifications made by the Client. 9. GOVERNING LAW AND DISPUTE RESOLUTION 9.1 This SLA shall be governed by and construed in accordance with the laws of India. 9.2 Any dispute arising out of this SLA shall be resolved through arbitration under the Arbitration and Conciliation Act 1996 before a sole arbitrator appointed by mutual consent. The arbitration seat shall be in India, and the proceedings shall be held in English. 9.3 Subject to arbitration, the civil courts in the jurisdiction of the Client principal office shall have exclusive jurisdiction. IN WITNESS WHEREOF, the Parties have executed this Vendor Service Level Agreement on the date first above written. FOR THE VENDOR: Signature: ___________________________ Name: [Vendor Representative Name] Company: [Vendor Entity Name] GSTIN: [Vendor GSTIN] FOR THE CLIENT: Signature: ___________________________ Name: [Client Representative Name] Company: [Client Entity Name]

SCHEDULE OF TERMS, COVENANTS & CONDITIONS(6 ACTIVE CLAUSES)

1. TENURE & TERM OF LEASE: The term of this lease/tenancy shall be for a fixed duration of {{duration_months}} months commencing on {{commencement_date}} and terminating on {{expiry_date}} unless renewed by mutual consent.

2. MONTHLY RENT & DUE DATE: The Second Party covenants to remit a monthly rent of Rs. {{monthly_rent}} payable in advance on or before the {{rent_due_day}} day of each calendar month.

3. REFUNDABLE SECURITY DEPOSIT: The Second Party has deposited an interest-free refundable security sum of Rs. {{security_deposit}} with the First Party, returnable within 7 banking days of vacant handover.

4. PERMITTED USE OF PREMISES: The demised premises shall be utilized exclusively for lawful residential dwelling purposes and shall not be converted into commercial or industrial use.

5. STATUTORY ARBITRATION (ACT 1996): Any dispute arising hereunder shall be referred to a sole arbitrator appointed mutually under the Arbitration and Conciliation Act, 1996, with seat of arbitration in the execution city.

6. SUB-LEASE & ASSIGNMENT PROHIBITION: The Second Party is strictly prohibited from sub-letting, parting with possession, or assigning any portion of the premises to third parties without prior written consent.

ATTESTATION BY INDEPENDENT WITNESSES (AS PER APPLICABLE LAW)

First Witness

Signature:

Full Name:

Parent / Spouse:

Address:

Govt ID / Aadhaar:

Second Witness

Signature:

Full Name:

Parent / Spouse:

Address:

Govt ID / Aadhaar:

Page 1 of 1 • General Draft Template (A4)Jurisdiction: India (General)

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QUICK LEGAL SUMMARY (STATUTORY OVERVIEW)

What is a Vendor Service Level Agreement (SLA)?

A Vendor Service Level Agreement (SLA) is a formal Indian legal document in the gig-economy domain. Gig economy agreements in India formalize on-demand independent contractor arrangements across digital platforms, influencer endorsements, affiliate marketing, and commission agents. They align with the Code on Social Security 2020 and ASCI Guidelines, establishing clear non-employee status, performance metrics, and IP usage rights.

LEGAL VALIDITY & GOVERNING ACTS

Enforceability in Indian Courts

Legally recognized in India under the Code on Social Security, 2020 and the Indian Contract Act 1872.

Registration Rule:Detail social posts, platform hours, or sales quotas, and mandate statutory advertising disclosures.

STAMP DUTY & NOTARIZATION

Execution on Stamp Paper

Gig and influencer marketing contracts are commonly signed digitally on plain business letterhead or executed on Rs 100 non-judicial stamp paper.

PROCEDURE: Print first page on Non-Judicial Stamp Paper, attach subsequent pages on plain paper, and get notarized where applicable.

REQUIRED DOCUMENTS & VERIFICATION CHECKLIST

Documents Needed to Execute This Vendor Service Level Agreement (SLA)

Keep the following self-attested documents ready before signing and attesting the agreement:

Government Photo ID proof of all executing parties (Aadhaar, PAN, Passport, or Voter ID)

Proof of permanent or operational address

Two independent adult witness signatures with contact details

CONTRACTUAL TERMS & CLAUSES

Essential Clauses in This Agreement Draft

Every clause is structured according to Indian statutory jurisprudence to safeguard the interests of both executing parties:

01.Identity & Legal Capacity of Parties

Full names, addresses, and statutory identification numbers of all contracting parties.

02.Scope of Rights, Deliverables & Consideration

Essential covenants, payment milestones, timelines, and mutual obligations.

03.Dispute Resolution & Governing Law

Indian jurisdiction, governing law, and dispute resolution mechanisms under the Arbitration and Conciliation Act or civil courts.

FREQUENTLY ASKED QUESTIONS

Legal FAQs on Vendor Service Level Agreement (SLA)

How do I download and customize this Vendor Service Level Agreement (SLA)?

Fill out the required input fields in the online editor, inspect the real-time statutory preview, sign in to your free account, and click Download / Print to generate a clean, watermark-free PDF.

Is this Vendor Service Level Agreement (SLA) legally enforceable in Indian courts?

Yes. Under the Indian Contract Act 1872, agreements executed by competent parties for lawful consideration and printed on the requisite non-judicial stamp paper with witness signatures constitute legally binding instruments.

Are social media influencers in India legally required to disclose sponsored brand posts?

Yes. Under the Consumer Protection Act 2019 and ASCI Guidelines, influencers must visibly disclose paid partnerships, barter gifts, or commercial relationships using prominent labels like #ad or #sponsored.

Does hiring a gig worker create an employer-employee relationship in India?

No, provided the contract explicitly maintains independent contractor status, grants worker autonomy over hours and methods, and avoids employee perks like PF, gratuity, and fixed salary structures.

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General Legal DisclaimerThe draft template provided on this page is for general reference and self-help informational purposes only. Applicable legal provisions, stamp duty rates, and registration procedures vary across Indian states and specific factual situations. This document generator does not create an advocate-client relationship and is not a substitute for formal legal advice from a licensed advocate.