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PLAYBOOK TEMPLATES
Software Development Agreement
A Software Development Agreement governs custom software creation, specifying scope, milestones, and IP ownership. This playbook highlights negotiation on deliverables, acceptance testing, and post-delivery warranties.
Service Levels & Performance
Negotiation strategy
Ensure that SLAs are specific and measurable, with clear remedies for service failures. Negotiate for termination rights if performance metrics are not consistently met.
Propose realistic performance metrics that align with your capabilities. Offer reasonable remedies and escalation paths to address service failures.
Essential elements
1
Performance Metrics
Defines uptime and response times.
2
Monitoring Mechanisms
Tools for real-time performance data.
3
Remedies for Failures
Service credits and termination rights.
Action framework
ACCEPT
Propose edits if metrics are vague or unenforceable.
EDIT
Reject if SLAs lack clear remedies or termination rights.
ADD
Add clauses for high-risk services or critical operations.
PRO TIP
Always ensure SLAs are aligned with business needs and include enforceable remedies.
Real-world examples
FAVORABLE
Preferred SLA Metrics
"The Vendor shall ensure that the Services meet or exceed the following performance metrics: (i) 99.9% uptime availability per calendar month, excluding scheduled maintenance; (ii) response time for support requests within 1 hour for critical issues, 4 hours for high priority issues, and 24 hours for normal issues."
NEUTRAL
Fallback SLA Metrics
"Adjust performance metrics or remedies based on vendor capabilities, ensuring they remain enforceable."
UNFAVORABLE
Weak SLA Terms
"The Vendor will strive to meet performance metrics but offers no specific remedies for failures."
Alternative scenarios & positions
High-Risk Services
For high-risk services, require more stringent SLAs and higher service credits. Consider additional termination rights and faster escalation paths.
Seasonal Demand
During peak seasons, adjust SLAs to ensure increased support and faster response times to handle higher demand.
New Vendor Relationship
With new vendors, implement trial SLAs with more frequent reviews to ensure alignment and performance.
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WEEK 1
CLM Readiness and Design
Our CX team works with you to understand your contracting challenges, prioritize key workflows, and identify the biggest impact areas. We build a tailored implementation plan that fits your needs.
WEEK 2
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We connect DocJuris to your contract repositories, set up admin and user accounts, and ensure your environment is ready for success.
WEEK 3
Deliver & Test
Your team builds initial playbooks, reviews existing clause libraries, and trains the DocJuris agent to align with your internal standards and negotiation positions.
WEEK 4
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