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Service Level Agreements (SLAs) – Setting Expectations with your Vendor

An SLA is a document accompanying a technology or vendor agreement that defines the service expectations for the offering. The SLA may contain provisions on product and service support, response times, uptime guarantees, and system availability during scheduled maintenance or upgrading (if applicable). Paired with these expectations are provisions detailing what happens in the event a service level is not met. For example, a customer may be entitled to service credits or other remedies if there is an outage lasting longer than what is permissible under the SLA.

Post-Brexit: International Data Transfers and the GDPR

As sovereign trade deals hang in the balance amid ongoing Brexit talks, Software-as-a-Service (“SaaS”) businesses are preparing for the end of the Brexit transition period regarding the international transfer of personal data. The transition period allows the UK to remain in both the EU customs union and single market otherwise allowing it to continue pre-Brexit until December 31, 2020 when the transition period ends, and the UK is no longer a part of the EU. When the UK ceases to be a part of the EU, international data transfer anxiety will start to kick in and be reflected in ordinary SaaS agreements.