Sample SLA (Research Hub service, UC Berkeley Information Services & Technology): https://hub.berkeley.edu/about/ResearchHub-SLA.pdf

The important parts:

3.2 Research Hub responsibilities

Research Hub responsibilities and/or requirements in support of this Agreement include:
• Administrative and system support is provided during normal business hours, generally 8am to 5pm Monday through Friday, excluding University holidays and curtailment periods.
• Appropriate notification to users for all scheduled maintenance or other service outages via the hub-serviceupdate@lists.berkeley.edu mailing list.
• IST will not be liable for any damage claimed by customer based on any third party claim.
• IST will not be liable for any exposure or loss related to a customer incorrectly setting access permissions to their data.
• IST will not be liable for loss of, or damage to, your records or data.
• Maintain off-site system backup for all Research Hub content. Backups are for emergency service recovery. Research Hub is unable to accommodate requests for individual file recovery.
• Meet response times associated with incidents and service requests.
• Provide assistance to users via email, as described in Section 4 below.
• Provide generally accessible web service 24/7, except for announced maintenance periods. Unplanned outages will be investigated and remedied during normal support hours.
• Review Service Level Agreement annually and notify customer of updates or changes.

3.3 Customer Responsibilities

Customer responsibilities and/or requirements in support of this Agreement include:
• All customers are invited to, but not required to, subscribe to the hub-serviceupdate@lists.berkeley.edu email list to receive notification of all scheduled maintenance or other service outages.
To subscribe, visit:https://calmail.berkeley.edu/manage/list/listinfo/hub-serviceupdate@lists.berkeley.edu
• Customer is solely responsible for the selection of the Research Hub service and the results of such service.
• Customer is responsible for understanding how access rights are assigned to data within Research Hub.
• Customer must ensure that the access rights, including the ability to view and edit files and data, are set appropriately.
• Customer owns, and is solely responsible for, any data or content they upload to or create on the Research Hub platform.
• Must comply with all other applicable laws and policies.
• Must comply with Minimum Standards for Security of Berkeley Campus Networked Devices:https://security.berkeley.edu/MinStds/AppA.min.htm.
• Must comply with UC Berkeley Campus Online Activities Policy:http://technology.berkeley.edu/policy/online.html.
• No use of restricted data, as defined by UC Berkeley’s Data Management, Use, and Protection Policy:http://dataintegration.vcbf.berkeley.edu/DMUP.htm.
• Notify the Research Hub team at hub@berkeley.edu before performing bulk tasks, such as uploading or transforming (e.g., doc to PDF) more than 1000 items.
• Submit all support and service requests by sending them to hub@berkeley.edu.
• Users are requested to consult the “Research Hub Info Center” site https://hub.berkeley.edu/page/site/info/dashboard for guidance on how to use Research Hub.

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