# Common Paper Order Form with SLA

An order form template with service level agreement (SLA) provisions, based on Common Paper's standard form. Extends the standard order form with uptime targets, response times, and support schedules.

**Standard Terms:** https://commonpaper.com/standards/cloud-service-agreement/2.1

## Parties

| Field | Description | Default |
| --- | --- | --- |
| Company Name | Company name (shown in header) |  |
| Provider Name | Name of the Provider |  |
| Customer Name | Name of the Customer |  |

## Terms

| Field | Description | Default |
| --- | --- | --- |
| Key Terms Effective Date | Effective Date of the Key Terms agreement |  |
| Custom Start Date | Custom start date (if not date of last signature) |  |
| No Auto Renew | Set to true when this Order Form does not automatically renew, modifying Section 5.1 of the Standard Terms. |  |

## Service

| Field | Description | Default |
| --- | --- | --- |
| Cloud Service | Description of the cloud service / product |  |
| Subscription Period | Length of access to the service (e.g. "12 months") |  |
| Pilot Period | Length of pilot/trial period (e.g. "3 months") |  |
| Use Limitations | Description of use limitations or prohibited uses of the Cloud Service |  |
| Target Uptime Percent | Target uptime percentage for the SLA (e.g. "99.9") |  |
| Technical Support | Description of included support |  |
| Professional Services Description | Description of professional services |  |
| Professional Services Reference | Reference to SOW or PSA for professional services |  |
| Support Start Time | Start time for support availability |  |
| Support End Time | End time for support availability |  |
| Support Days | Days of the week support is available |  |
| Support Timezone | Timezone for support hours |  |
| Support Request Process | How customers request support or file incident tickets (e.g. email address, helpdesk URL) |  |
| Response Time Unit | Unit for response time targets (e.g. "minutes", "hours", "days") |  |
| Resolution Time Unit | Unit for resolution time targets (e.g. "hours", "days") |  |
| Has Target Uptime | Set to true when a Target Uptime percentage is specified in the SLA. |  |
| Has Target Response Time | Set to true when Target Response Times are specified in the SLA. |  |
| Professional Services By Reference | Set to true when professional services are described by reference to an external SOW or PSA. |  |
| Professional Services Described | Set to true when professional services are described inline in the Order Form. |  |

## Payment

| Field | Description | Default |
| --- | --- | --- |
| Fees | Subscription fee amount (e.g. "$10,000") |  |
| Fee Unit | Fee billing unit (e.g. "year", "month", "User") |  |
| Custom Fee Structure | Custom fee structure description (used with fee_is_other) |  |
| Professional Services Billing | How professional services fees will be billed (e.g. "Invoices for these services will be sent monthly.") |  |
| Payment Frequency | Payment frequency (e.g. "monthly", "quarterly", "annually") |  |
| Payment Terms Days | Number of days to pay after invoice |  |
| Payment Due From | When payment terms start (e.g. "Customer's receipt of invoice") |  |
| Pilot Has Fee | Set to true when the Pilot Period has an associated fee (not a free trial). |  |
| Fee Is Per Unit | Set to true when fees are charged per unit (e.g., per user, per month). |  |
| Fee Is Other | Set to true when a custom fee structure applies. Describe in custom_fee_structure. |  |
| Fee May Increase | Set to true when fees may increase up to a specified percentage upon renewal. |  |
| Fee Will Increase | Set to true when fees will automatically increase upon renewal. |  |
| Fee Increase Max Percent | Maximum fee increase percentage per renewal (used with fee_may_increase) |  |
| Fee Increase Percent | Fee increase percentage per renewal (used with fee_will_increase) |  |
| Fee Inclusive Of Taxes | Set to true when fees are inclusive of taxes, modifying Section 4.1 of the Standard Terms. |  |
| Payment By Invoice | Set to true when payment is by invoice (not automatic payment). |  |
| Professional Services Payment | Set to true when a separate payment process applies to professional services. |  |

## Signature Block

| Field | Description | Default |
| --- | --- | --- |
| Provider Signatory Type | Whether the Provider signatory is an entity or individual | entity |
| Provider Signatory Name | Full legal name of the Provider's signatory |  |
| Provider Signatory Title | Title/role of the Provider's signatory (entity only) |  |
| Provider Signatory Company | Company name for the Provider signatory (entity only) |  |
| Provider Signatory Email | Notice email address for the Provider |  |
| Customer Signatory Type | Whether the Customer signatory is an entity or individual | entity |
| Customer Signatory Name | Full legal name of the Customer's signatory |  |
| Customer Signatory Title | Title/role of the Customer's signatory (entity only) |  |
| Customer Signatory Company | Company name for the Customer signatory (entity only) |  |
| Customer Signatory Email | Notice email address for the Customer |  |

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Based on the Common Paper Order Form with SLA, available at https://commonpaper.com. Licensed under CC BY 4.0. Copyright Common Paper, Inc.

_This template is a drafter's starting point. It does not constitute legal advice. Workflow support only. Not legal advice._