Sales Service Quote SLA
I. INTRODUCTION
A. Purpose
This Sales Service Quote and Service Level Agreement (SLA) outlines the terms and conditions for the services provided by [Your Company Name] to [Client's Name]. It serves as a formal commitment ensuring quality and reliability in the services offered. The agreement aims to build trust and assurance between both parties.
B. Scope
The scope of this SLA includes software-as-a-service (SaaS) provisions, technical support, and any related consulting services exclusively for [Client's Name]. All the services are aimed at ensuring a streamlined operational process for the customer.
C. Parties Involved
Provider: [Your Company Name]
Customer: [Client's Name]
This agreement will serve as the primary point of reference for any disputes or clarifications between the involved parties.
D. Contract Duration
This SLA is effective from [Month Day, Year], and will remain active until [Month Day, Year], with options for renewal. Renewal negotiations should begin no later than [60] days before expiration.
II. SERVICE LEVEL DEFINITIONS
A. Service Availability
The services will be available [99.9]% of the time, excluding scheduled maintenance periods. Any unplanned downtime will be communicated to the customer within [30] minutes of the occurrence. This ensures minimal disruption to [Client's Name]'s operations.
B. Response Time
The initial response to any customer-initiated incident will be within [1] hour of receiving the incident notification, 24/7. This includes weekends and holidays to ensure consistent service quality.
C. Resolution Time
Critical issues will be resolved within [4] hours. Minor issues will be addressed within a 48-hour period. A detailed report will follow each resolution for transparency.
D. Maintenance Windows
Scheduled maintenance will occur between [HH:MM AM/PM] and [HH:MM AM/PM] on Sundays. Customers will be notified [48] hours in advance. During this window, certain services may be unavailable.
III. SERVICE FEATURES
A. Standard Features
Cloud Storage: 500GB included
User Licenses: Up to 100 users
Customer Support: 24/7
API Access: Limited to 1000 API calls per day
These features are bundled to provide [Client's Name] with a complete solution for their operational needs.
B. Optional Features
Additional Storage: $5/GB per month
Additional User Licenses: $10/User per month
Premium API Access: $50/month for 2000 additional API calls per day
Optional features can be added to customize the service package as per [Client's Name]'s specific requirements.
IV. PRICING
A. Standard Costs
The standard costs are presented below:
Item | Cost per Month |
Monthly Service Fee | $1,000 |
Initial Setup Fee | $250 |
B. Additional Costs
Overtime Support: $50/hour
Data Migration: $200 flat fee
Custom Development: Starting at $1,000
Additional costs are incurred for any extra services or features utilized by [Client's Name].
C. Payment Terms
Payments are to be made by the 5th of each month. Late payments will incur a [2]% penalty. We accept various payment methods for convenience.
V. SERVICE LEVEL METRICS
A. Measurement Period
All metrics are evaluated on a monthly basis. This allows both parties to regularly assess service quality.
B. Data Collection Methodology
Data will be collected using automated internal and third-party monitoring tools. This ensures unbiased and accurate metrics.
C. Reporting Mechanism
A monthly performance report, including all relevant metrics and SLA adherence rates, will be emailed to [Client's Name] by the 10th of each month. This report is intended for evaluation and future planning.
D. Benchmarking
Performance will be evaluated against industry benchmarks, and any significant deviations will be examined and addressed. This helps maintain competitive service quality.
VI. PERFORMANCE REVIEW AND REMEDIATION
A. Performance Review Schedule
Performance reviews will be conducted quarterly, with both parties present. This provides a structured platform for feedback and improvement.
B. Remediation Procedures
If the services fail to meet the standards outlined in this SLA, remediation will be provided in the form of service credits. This ensures compensation for any downtime or quality issues.
C. Failure to Meet SLA
Failure to meet SLA terms for three consecutive months will result in a formal review, with potential penalties or termination of the contract. The aim is to protect [Client's Name]'s interests and ensure service quality.
VII. TERMINATION AND PENALTIES
Either party may terminate the contract with 30 days' notice. Penalties for premature termination may apply, and all data will be returned to [Client's Name] or securely destroyed as per their choice.
VIII. MISCELLANEOUS PROVISIONS
A. Confidentiality
All information exchanged is confidential and will not be disclosed to third parties without mutual consent. This clause is crucial for maintaining trust.
B. Legal Jurisdiction
Any disputes arising out of this SLA shall be governed by the laws of the State of [State Name], United States. Legal jurisdiction ensures clarity and fairness in resolving any issues.
IX. SIGNATURES
By signing below, both parties agree to the terms and conditions outlined in this Service Level Agreement.
[Signature]
[Authorized Representative Name]
[Role/Position]
[Your Company Name]
Company
Date: [Month Day, Year]
[Signature]
[Client's Name]
Client
Date: [Month Day, Year]
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