Service Level Agreement

SERVICE LEVEL AGREEMENT

This Service Level Agreement ("SLA") is entered into by [Your Company Name] and between ("Service Provider") and [Client Company Name] ("Client"), effective as of [Effective Date].

1. Purpose

This SLA outlines the services to be provided by the Service Provider, the performance levels to be achieved, and the responsibilities of both parties.

2. Definitions

Term

Definition

Service

[Description of Service]

Uptime

The time during which the Service is operational and available to the Client.

Response Time

The time taken by the Service Provider to respond to Client's issues or requests.

3. Service Scope

The following services are covered by this SLA:

  • [Service 1]

  • [Service 2]

  • [Service 3]

3.1 Service Availability

The Service Provider guarantees an uptime of [Uptime Percentage]% per month. Scheduled maintenance shall be excluded from the uptime calculations.

3.2 Support and Response

Support shall be provided via [Support Channels] during [Support Hours]. The Service Provider agrees to respond to support requests as follows:

  • High Priority: within [High Priority Response Time] hours

  • Medium Priority: within [Medium Priority Response Time] hours

  • Low Priority: within [Low Priority Response Time] hours

4. Client Responsibilities

The Client agrees to:

  • Ensure compatibility of its systems with the Service.

  • Provide necessary access and resources for Service implementation.

  • Report issues promptly using the agreed support channels.

5. Performance Monitoring

The Service Provider shall monitor performance levels and provide the Client with performance reports on a [Report Frequency] basis.

6. Penalties

If the Service Provider fails to meet the service levels, the following penalties shall apply:

  • [Penalty 1]

  • [Penalty 2]

7. Term and Termination

This SLA shall commence on [Start Date] and continue until [End Date], unless terminated earlier as provided herein.

7.1 Termination

Either party may terminate this agreement by providing [Notice Period] written notice to the other party.

8. Confidentiality

Both parties agree to maintain confidentiality of all information gained during the course of this Agreement.

9. Limitations of Liability

The Service Provider's liability to the Client for any cause whatsoever shall be limited to the total amount paid by the Client under this Agreement.

10. Signatures

This SLA is agreed upon by the following authorized representatives of the parties:

[Your Company Name]

[Date Signed]

[Client Company Name]

[Date Signed]