Retail Sales Service Level Agreement (SLA)
This Retail Sales Service Level Agreement (“Agreement”) is entered into between [Your Company Name], henceforth referred to as the “Provider,”
and
[Retailer], henceforth referred to as the “Recipient,” collectively referred to as the “Parties.”. The effectiveness of this agreement shall commence from [Date], ("Effective Date") unless otherwise terminated or modified by both Parties in writing.
I. SERVICES AND PERFORMANCE
A. The Provider shall offer to the Recipient retail sales services as detailed in, but not limited to, Schedule 1 – Services.
B. The Provider willingly acknowledges that the services shall be performed capably in a prompt and professional manner, in accordance with the performance metrics set forth in Schedule 2 – Service Levels.
II. SERVICE LEVELS
A. The Provider commits to meet the service targets and performance metrics as outlined in Schedule 2.
B. Non-compliance with these agreed service levels can amount to a breach of this Agreement, thus invoking the stipulated remedies, including, but not limited to, payment of penalties, readjustment of service fees and/or termination of the Agreement.
III. PAYMENT
A. The Recipient shall make payments to the Provider for the services rendered in accordance with the billing schedule detailed in Schedule 3 - Payment Plan.
B. Payments will be subject to deductions for any penalties or adjustments as a consequence of Provider's non-compliance to the agreed service levels or any breach of this Agreement.
IV. TERM AND TERMINATION
A. This Agreement will commence into effect from the Effective Date and will continue until [Date], unless terminated earlier by either Party with 30 days prior written notice. Either Party may terminate this Agreement if the other Party breaches any of its obligations under this Agreement and fails to remedy the breach within a period of 30 days after receiving written notice of the breach.
V. CONFIDENTIALITY AND PRIVACY
A. Both Parties shall ensure that the enforcement of this Agreement does not breach any existing confidentiality and privacy obligations. Any confidential information that is shared between the Parties shall not be disclosed, directly or indirectly, to a third party without the prior consent of both Parties.
VI. INDEMNITY
A. Each Party shall indemnify and hold the other harmless against any claims, losses, damages, liabilities, penalties, punitive damages, expenses, reasonable legal fees and costs of any kind or amount, which result from the negligence of or the breach of this Agreement by the indemnifying Party, its officers, directors, employees, agents, and representatives.
B. The signature section of this agreement is provided at the very end of the document. Any modifications to this Agreement will only be effective if they are in writing and are signed by authorized representatives from both Parties.
IN WITNESS WHEREOF, the Parties hereto have executed this Service Level Agreement
[Your Company Name]
Authorized Signature
[Retailer]
Authorized Signature
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