Service Level Agreement
Define uptime targets, measurement windows, credits for downtime, and reporting frequency.
A well-drafted Business Hosted Contract sets expectations for uptime, data protection, liability, and service transitions while making responsibility and remedies explicit; it supports regulatory compliance and reduces risk in vendor relationships.
The contract is prepared by procurement, IT, or legal teams and signed by authorized business officers or vendor representatives.
Final signature is usually executed by an officer with contracting authority and recorded within the organization’s contract repository.
| Field | Configuration |
|---|---|
| Signature Field | Require signer name, signature, and date |
| Initials Field | Place for page-by-page acknowledgment |
| Conditional Clauses | Show only when specific services or fees apply |
| Routing Order | Define sequential or parallel signer order |
Select signing options that match legal and security needs, including signer authentication and audit logs.
Keep a tamper-evident executed copy and export the audit record; choose an eSignature provider that supports the required authentication and retention capabilities.
Define uptime targets, measurement windows, credits for downtime, and reporting frequency.
Specify encryption, access controls, incident response, and required certifications such as SOC 2 or ISO 27001.
State that customer retains data ownership and include export/return procedures on termination.
Limitations of liability, caps, and indemnity scope for third-party claims and data breaches.
Notice periods, termination for convenience or cause, and data return or destruction obligations.
Customer audit rights, right to verify subcontractor controls, and obligations to comply with laws like HIPAA when applicable.
Network architecture, data flow diagrams, and environment separation details for staging and production.
Measurement methods, required reporting cadence, and credit calculations for failures.
Privacy controls, subprocessors list, and breach notification timelines for regulated data.
Project milestones, responsibilities, acceptance criteria, and knowledge transfer steps.
| signNow | DocuSign | Adobe Sign | PandaDoc | HelloSign | |
|---|---|---|---|---|---|
| Starting Price | $8/user/mo | $15/user/mo | $14/user/mo | $19/user/mo | $15/user/mo |
| Free Trial | 7-day trial | Varies by plan | Varies by plan | Varies by plan | Varies by plan |
| Bulk Send | Yes | Yes | Yes | Yes | No |
| Audit Trail | Yes | Yes | Yes | Yes | Yes |
| HIPAA Compliant | Yes | Yes | Yes | No | No |
| Envelope Cap | No cap | 100 envelopes/user/year | Varies by plan | Varies by plan | Varies by plan |
The date MM/DD/YYYY when obligations commence
Timing to deliver notice to avoid automatic renewal, often 30–90 days before term end
Notice period required, commonly 30–90 days depending on contract
Monthly or quarterly measurement period for uptime and credits
Vendor must return or delete customer data within a specified period, commonly 30–90 days
Optica adopted a standardized hosting addendum to centralize security obligations
A property manager required data escrow for tenant records