Email Marketing Third-Party Integration SLA

This Email Marketing Third-Party Integration Service Level Agreement ("SLA") was entered into on [Month Day, Year], between [Your Company Name] ("Company") and [Provider Name] ("Provider"). This SLA defines the terms and conditions for the integration of [Your Company Name] with the services provided by [Provider Name].

1. Service Description:

1.1. Scope: The Provider will integrate the Company with their third-party services, as described in the attached proposal.

1.2. Objectives: The primary objective is to enhance the functionality and capabilities of the Company to deliver more effective email marketing campaigns.

2. Service Level Commitments:

2.1. Uptime: The Provider guarantees a minimum uptime of [00.0]% for the integrated services, excluding scheduled maintenance windows.

2.2. Response Times: The Provider commits to acknowledge and respond to inquiries, issues, or incidents within [0] hours.

2.3. Resolution Times: The Provider will resolve critical issues within [00] hours and non-critical issues within [00] hours.

2.4. Maintenance: The Provider will notify the Company at least [0] days in advance of any scheduled maintenance that may affect the integration. Maintenance should occur during weekends.

3. Support and Communication:

3.1. Contact Points: The Provider will designate a dedicated support representative for the Company. The Company will also appoint a single point of contact for communication.

3.2. Ticketing System: The Provider will provide the Company with access to a ticketing system for issue tracking and resolution.

3.3. Reporting: The Provider will provide the Company with monthly reports detailing system performance, issues, and resolutions.

4. Data Security and Privacy:

4.1. Data Handling: The Provider will handle all data in accordance with applicable data protection laws and the Company's privacy policies.

4.2. Data Breach: The Provider will promptly notify the Company in the event of any data breach affecting the integrated services.

5. Termination:

5.1. Termination for Convenience: Either party may terminate this SLA with [00] days' notice.

5.2. Termination for Cause: Either party may terminate this SLA if the other party breaches its obligations and fails to remedy the breach within [00] days.

6. Performance Metrics:

6.1. Performance Review: Both parties will conduct a bi-annual performance review to assess the effectiveness of the integration and SLA.

6.2. Key Performance Indicators (KPIs): The following KPIs will be measured and reported on:

A. Uptime Percentage

B. Response Time Adherence

C. Resolution Time Adherence

D. Customer Satisfaction

7. Fees and Payments:

7.1. Payment Terms: Payment for the integration services will be made in accordance with the payment terms specified in the agreement between the Company and the Provider.

7.2. Pricing Adjustment: The fees for integration services are subject to review every [00] months and may be adjusted based on performance and changing requirements.

8. Miscellaneous:

8.1. Force Majeure: Neither party shall be held liable for any failure or delay in the performance of this SLA to the extent such failure or delay is caused by circumstances beyond its reasonable control.

8.2. Governing Law: This SLA is governed by the laws of [State].

8.3. Entire Agreement: This SLA constitutes the entire agreement between the parties and supersedes all prior or contemporaneous agreements, whether written or oral.

IN WITNESS WHEREOF, the parties hereto have executed this Email Marketing Third-Party Integration SLA as of [Month Day, Year].

[Your Company Name]

[Your Name]

[Your Position]

[Month Day, Year]

[Provider Name]

[Provider Representative Name]

[Provider Representative Position]

[Month Day, Year]