Vendor SLA (Service Level Agreement) for HR Tech Tools

This Service Level Agreement (SLA) is entered into on January 1, 2050, ("Effective Date"), between [Your Company Name] and Reno Solutions, the Vendor, for the suite of HR Tech Tools provided. This document is aimed at ensuring a mutually beneficial, smooth, and efficient working relationship.

1. Scope

This SLA encompasses all the HR Tech Tools and services provided by the Vendor to [Your Company Name]. This includes software services, support, and maintenance.

2. Parties Involved

The parties involved in this agreement are [Your Company Name] and the Vendor. The Vendor is responsible for all the services detailed in this SLA, while [Your Company Name] is the receiver of these services.

3. Document Ownership and Updates

This document is owned by [Your Company Name]. Any updates or amendments will be communicated by [Your Company Name] and agreed upon by both parties.

Service Scope

1. Description of Service

The Vendor will provide a comprehensive suite of HR Tech Tools. These include talent management software, employee onboarding solutions, and attendance tracking tools aimed at streamlining HR operations at [Your Company Name].

2. Service Inclusions and Exclusions

• Included Services: Talent Management, Employee Onboarding, and Attendance Tracking  

• Excluded Services: Custom Development, Third-Party Integrations, and Hardware Maintenance

3. Service Boundaries

This SLA covers software services and customer support. It does not extend to any hardware, third-party software, or other services not explicitly mentioned in this document.

Service Level Commitments

1. Availability

The Vendor assures service availability of 99.5% between 6:00 AM and 12:00 AM, EST. Scheduled maintenance is excluded from this calculation.

2. Response Time

High-priority issues will be addressed within 1 hour, medium-priority within 3 hours, and low-priority issues within 24 hours.

3. Data Accuracy

The Vendor commits to maintain a 99.9% data accuracy rate for all HR records managed through the system.

4. Escalation Procedures

In case of service lapses, the issues will be escalated through predetermined channels, to be provided in Appendix A.

Support and Maintenance

1. Support Channels

Technical support is available via email at [Your Company Email], and via phone at [Your Company Number]

2. Maintenance Window

Scheduled maintenance will be performed during non-business hours, specifically between 12:00 AM and 4:00 AM EST during weekends.

3. Out-of-Hours Support

Emergency out-of-hours support is available and can be accessed via the emergency contact number listed in Appendix A.

Data Privacy and Security

1. Data Encryption

Data encryption follows industry-standard AES-256 encryption to protect sensitive data during transit and at rest.

2. Data Backup

Backups are performed daily and stored in two different geographical locations. Backups are retained for 30 days.

3. Physical Security

Data centers used to host the HR Tech Tools are compliant with industry standards for physical security, including biometric controls and 24/7 surveillance.

Billing and Payment

1. Invoice

Invoices will be sent electronically to [Your Email] on a monthly basis and should be settled within 30 days of issuance.

2. Payment Methods

Payments can be made through bank transfer, credit card, or PayPal.

3. Penalties and Late Fees

Late payments are subject to a penalty fee of 1.5% per month.

Termination

1. Termination by Vendor

The Vendor reserves the right to terminate this SLA due to reasons such as consistent late payments or other serious violations of this agreement.

2. Termination by [Your Company Name]

[Your Company Name] may terminate this SLA for reasons like consistent failure to meet service levels or due to data breaches that endanger company security.

3. Data Transfer or Deletion upon Termination

Upon termination, data will be transferred back to [Your Company Name] or securely deleted as per the preference of [Your Company Name].

Governance and Compliance

1. Governing Law

This SLA is governed by the laws of the United States and is subject to the jurisdiction of the state in which [Your Company Name] is registered.

2. Compliance

The Vendor assures compliance with all federal and state laws, as well as GDPR for European clientele.

3. Auditing

Both parties reserve the right to conduct compliance audits annually or in case of service lapses.

Review and Amendment

1. Review Process

This SLA will undergo an annual review. Any proposed changes must be mutually agreed upon by both parties.

2. Amendments

Amendments to this SLA must be made in writing and will become effective 30 days after both parties have signed the updated document.

3. Notifications

All notifications regarding SLA changes will be sent via email to [Your Email].

For any further information, please contact [Your Company Email] or visit [Your Company Website].

Signed by:

Vendor Representative January 1, 2051		[Your Company] Representative January 1, 2051

HR Templates @ Template.net