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PLAYBOOK TEMPLATES
Security Addendum SOC 2 Compliance
A Security Addendum & SOC 2 Compliance Agreement supplements core contracts with detailed cybersecurity, audit, and compliance obligations. This playbook provides strategies for negotiating risk allocation, incident response, and certification evidence.
Service Levels & SLAs
Negotiation strategy
Ensure SLAs are measurable and enforceable, with clear reporting, credits, and termination rights tied to performance thresholds.
Negotiate flexible terms that allow for reasonable exceptions and ensure the ability to meet service commitments without excessive penalties.
Essential elements
1
Performance Metrics
Defines service quality standards.
2
Uptime Commitments
Guarantees service availability percentage.
3
Remedies for Failure
Outlines compensation for unmet SLAs.
Action framework
ACCEPT
Propose edits when metrics are vague or unenforceable.
EDIT
Reject clauses lacking clear remedies or termination rights.
ADD
Add clauses for reporting requirements and force majeure.
PRO TIP
Always ensure SLAs include specific performance metrics and clear remedies to protect against service failures.
Real-world examples
FAVORABLE
Preferred SLA Clause
"The Service Provider shall ensure that the Services meet the following performance metrics: [insert specific metrics, e.g., response time, resolution time]. The Service Provider guarantees an uptime of [insert percentage]% during each calendar month."
NEUTRAL
Fallback SLA Clause
"Simplified SLA clauses with basic performance metrics and remedies, if negotiation requires flexibility."
UNFAVORABLE
Unfavorable SLA Clause
"Avoid vague or unenforceable SLA language that lacks clear metrics or remedies."
Alternative scenarios & positions
High-Risk Projects
In high-risk projects, SLAs should include stricter performance metrics and more significant remedies to mitigate potential impacts on business operations.
Start-Up Vendors
For start-up vendors, consider flexible SLAs that allow for growth and adaptation while still ensuring basic service levels.
Multi-Vendor Environments
In multi-vendor environments, ensure SLAs are coordinated across all providers to prevent service gaps and ensure accountability.
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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
Install Module
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
Launch
We support you in rolling out DocJuris to a pilot group or your full organization—with launch materials, training, and hands-on support to drive adoption from day one.
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