Vendor Interaction SLA HR


This Vendor Service Level Agreement ("SLA") is entered into on [Effective Date], by and between [Company], a company registered under the laws of [Jurisdiction], having its principal place of business at [Company Address], hereinafter referred to as "the Company," and [Vendor], a reputable training provider registered under the laws of [Jurisdiction], with its principal office at [Vendor Address], hereinafter referred to as "the Vendor."


This Vendor Interaction SLA outlines the expectations and commitments between the Company and the Vendor regarding vendor services, communication, and issue resolution. It aims to establish a clear framework for their business relationship.


  • Point of Contact: The Company and Vendor shall designate a primary point of contact responsible for facilitating communication and issue resolution. This individual shall serve as the main liaison between both parties.

  • Communication Channels: The primary communication channels shall include email, phone, and scheduled meetings as necessary. These channels are essential for the efficient exchange of information and timely issue resolution.

  • Response Time: The Vendor agrees to acknowledge all communication from the Company within one (1) business day. Timely responses are crucial to maintaining effective communication and addressing concerns promptly.

Service Delivery

  1. Scope of Services: The Vendor shall provide training services as detailed in the signed contract. The scope defines the specific services expected from the Vendor.

  2. Quality Standards: The Vendor shall adhere to industry best practices and maintain service quality that meets or exceeds agreed-upon standards. This commitment ensures the delivery of high-quality training services.

Issue Resolution

  1. Reporting Issues: The Company shall promptly report any issues or concerns related to the Vendor's services to the designated point of contact. Timely reporting allows for swift issue resolution.

  2. Issue Resolution Timeframe: The Vendor shall acknowledge and initiate resolution of reported issues within three (3) business days. This timeframe ensures that issues are addressed promptly and efficiently.

  3. Escalation: In the event of unresolved issues, both parties shall escalate the matter to their respective senior management for resolution. Escalation procedures provide a mechanism for handling significant disputes.

Performance Metrics

  1. Key Performance Indicators (KPIs): Both parties shall establish KPIs to measure the Vendor's performance, including but not limited to training completion rates, participant satisfaction, and adherence to schedules. These KPIs provide clear benchmarks for evaluating performance.

  2. Performance Reporting: The Vendor shall provide regular reports on KPIs to the Company on a schedule to be mutually agreed upon. Performance reports enable ongoing evaluation and improvement.


  1. Legal and Regulatory Compliance: The Vendor shall comply with all applicable laws and regulations pertaining to its services. Compliance is essential to ensure the legality and ethicality of the Vendor's operations.

  2. Confidentiality: Both parties shall maintain the confidentiality of all proprietary and sensitive information exchanged during the course of this agreement. Protecting sensitive information is crucial for maintaining trust and security.

Term and Termination

  1. Term: This SLA shall remain in effect for the duration of the contract between the Company and the Vendor. It aligns with the contractual agreement's timeframe.

  2. Termination: Either party may terminate this SLA with written notice if the other party materially breaches its obligations and fails to remedy the breach within thirty (30) days of receiving written notice. Termination provisions establish a procedure for addressing severe breaches.


  1. Amendment Process: Any amendments to this SLA shall be in writing and signed by both parties. Formal amendments ensure that any changes to the agreement are agreed upon by both parties.

Governing Law

  1. Jurisdiction: This SLA shall be governed by and construed in accordance with the laws of [Jurisdiction]. The choice of jurisdiction clarifies the legal framework under which disputes would be resolved.

Entire Agreement

  1. Entire Agreement: This SLA constitutes the entire agreement between the Company and the Vendor concerning the subject matter hereof and supersedes all prior and contemporaneous agreements and understandings, whether oral or written. This clause ensures that the SLA represents the complete understanding of the parties, preventing any ambiguity or confusion.



Date: [Date Signed]



Date: [Date Signed]

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