"An indemnification clause is an important provision in which the service provider agrees to indemnify the customer company for any breaches of its warranties. Indemnification means that the provider will have to pay the customer for any third-party litigation costs resulting from its breach of the warranties. If you use a standard SLA provided by the service provider, it is likely this provision will be absent; ask your in-house counsel to draft a simple provision to include it, although the service provider may want further negotiation of this point."

In other words, many vendors like to find suckers who will sign their standard one-sided agreement, but there's usually room for negotiation.

[1] https://www.cio.com/article/2438284/outsourcing-sla-definiti...