---
title: "SaaS Service Level Agreements"
url: "https://legal.ge/en/service/technology-and-digital-law-en/saas-service-level-agreements-en"
field: "Technology & Digital Law"
description: "SaaS service level agreements under the Georgian Civil Code: standard terms, ambiguity against the drafter, delay damages. Legal.ge."
reviewed: "2026-03-25"
updated: "2026-10-23"
publisher: "legal.ge"
---

# SaaS Service Level Agreements

> Source: legal.ge, https://legal.ge/en/service/technology-and-digital-law-en/saas-service-level-agreements-en

## About this service

A service level agreement — the contract that defines with what quality, at what times and under what conditions a cloud application service must be delivered to the customer — is today an indispensable legal component of almost every digital service. Georgian legislation has no separate statute for this type of agreement: a service level agreement is an ordinary contractual construction governed by the general norms of the Civil Code. Our service is built on precisely those norms: we help service providers draft agreements that genuinely protect their interests, and we help customers analyse the terms they are asked to sign before the signature.

The full text is available on legal.ge after signing in: https://legal.ge/en/service/technology-and-digital-law-en/saas-service-level-agreements-en

### Is there a special law on service level agreements?

No. It is an ordinary contractual construction governed by the general norms of the Civil Code. Because of freedom of contract, every quality indicator — uptime, response times, recovery time — is a matter of agreement, and the law sets no minimum standard.

### When do the service terms count as included in my contract?

Standard terms become part of the contract only where the offeror makes a clearly visible reference to them at the place of conclusion and you have the opportunity to review and accept them. A link hidden from ordinary attention may not count without proper reference.

### What about unusual and ambiguous terms?

Clauses so unusual in form that you could not have reckoned with them do not become part of the contract, and ambiguous text is interpreted in favour of the party to whom the terms were offered. Both rules work to protect the customer.

### Can I claim compensation for service failures?

Yes. The creditor is entitled to demand compensation for damage caused by delay. The key is substantiation: incident logs, notifications to the provider and a calculation of the loss. Our specialists help assemble this material and prepare the claim.