Marketing Tool SLA
This Marketing Tool Service Level Agreement (SLA) establishes a formal understanding between [Your Marketing Department], referred to as the "Client," and [Marketing Tool Provider], referred to as the "Provider." The agreement outlines the terms and conditions governing the utilization of the marketing tool, specifically identified as [Tool Name], along with its associated features and functionalities.
I. Scope
This SLA governs all aspects related to the marketing tool, encompassing not only the tool itself but also any services and support provided by the Provider. The marketing tool, referenced as [Tool Name], is the central subject of this agreement and includes all components integral to its operation and effectiveness.
II. Service Availability
A. Uptime Guarantee: The Provider commits to maintaining a minimum uptime of 99.9% for the marketing tool. Uptime denotes the percentage of time during which the tool remains accessible and fully operational to the Client's authorized users.
B. Scheduled Maintenance: To ensure optimal performance, the Provider may execute pre-scheduled maintenance activities. The Client will be given prior notification of such planned maintenance, typically conducted during non-peak hours to minimize disruption.
C. Emergency Maintenance: In exceptional cases involving critical security updates or unforeseen emergencies, the Provider retains the right to perform unscheduled maintenance. The Client will be promptly informed of any such occurrences to minimize inconvenience.
III. Technical Support
A. Support Hours: The Provider extends technical support during established business hours, defined as [Business Hours]. Support requests submitted outside these hours will be addressed within [Response Time] hours during the subsequent business day.
B. Response Time: The Provider is committed to responding to support requests within [Response Time] hours of receipt. The specific response time may fluctuate based on the complexity and urgency of the submitted request.
C. Issue Resolution: The Provider will exert commercially reasonable efforts to resolve support issues expeditiously. The duration required for issue resolution may vary depending on the nature and intricacy of the reported problem.
IV. Data Security and Privacy
A. Data Handling: The Provider undertakes to manage all Client data in compliance with applicable data protection laws and regulations. The Provider will neither disclose nor share Client data with third parties without explicit consent from the Client.
B. Security Measures: To safeguard Client data against unauthorized access, the Provider will implement standard industry security measures. These measures may include encryption, access controls, and regular security audits to ensure data integrity.
V. Usage and Fees
A. Authorized Users: The Client bears responsibility for managing the roster of authorized users granted access to the marketing tool. The Provider will invoice the Client based on the total number of authorized users, as well as any additional features or services agreed upon.
B. Payment Terms: Invoices will be issued on a monthly basis, with payment due within [Payment Terms] days from the date of receipt. Failure to adhere to the specified payment timeline may result in the suspension of services.
VI. Termination
A. Termination by Client: The Client possesses the authority to terminate this agreement with a minimum [Notice Period] days' notice. In the event of termination, the Provider shall facilitate data export procedures as requested by the Client.
B. Termination by Provider: The Provider retains the right to terminate this agreement by providing a minimum [Notice Period] days' notice if the Client breaches any of the stipulated terms within this SLA.
VII. Confidentiality
Both Parties mutually agree to uphold the confidentiality of all information exchanged throughout the duration of this agreement. This includes, but is not limited to, proprietary software, data, and any other confidential business processes or insights.
VIII. Governing Law
This SLA shall be construed and governed by the laws of [Jurisdiction]. In the event of any disputes or conflicts arising from this agreement, the exclusive jurisdiction for resolution shall be vested in the courts of [Jurisdiction].
This Marketing Tool SLA serves as the comprehensive understanding and contractual framework governing the usage and support of the marketing tool. It supersedes any prior agreements or understandings and represents the entirety of the arrangement between the Client and the Provider regarding this tool's operation.
[Client Representative's Name]
[Month Day, Year]
[Marketing Tool Provider Representative's Name]
[Month Day, Year]
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