Sales SLA for Reporting Tool Uptime

This Service Level Agreement (“SLA”) between [Your Company Name] (“Service Provider”) and the [Your Partner Company Name / Second Party] (“Client”) establishes a commitment regarding the provision and uptime of the Sales Reporting Tool provided by the Company.

I. Purpose

This SLA outlines the expectations and commitments for the uptime and availability of the Sales Reporting Tool to support the Client’s Sales Operations department.

II. Uptime Target

The Reporting Tool is expected to be available and operational at ninety-nine (99) percent of the time during business hours. Business hours are defined as Monday to Friday, 9:00 AM to 5:00 PM, excluding holidays.

III. Measurement Period

The uptime, presented as a percentage metric, will be measured in a consistent and methodical manner. Specifically, these measurements will be conducted on a recurrent basis every month allowing for a precise understanding of system availability.

IV. Downtime

Downtime refers to periods when the Sales Reporting Tool is not operational and inaccessible to the Client. Downtime excludes periods of scheduled maintenance, which are communicated in advance to the Client. The Service Provider commits to minimizing downtime and responding promptly to resolve any unexpected outages.

Response and Resolution Times

Severity Level	Response Time	Resolution Time
Critical	1 Hour	4 Hours
High	2 Hours	12 Hours
Medium	4 Hours	24 Hours
Low	8 Hours	3 Days

V. Notification of Planned Maintenance

Planned maintenance or system updates that may result in downtime will be communicated to the Client at least forty-eight (48) hours prior to the maintenance window. Such notifications will be sent via email or through an established communication channel.

VI. Reporting and Monitoring

The uptime and downtime of the Reporting Tool will be continuously monitored by the Service Provider. Monthly reports on uptime performance will be shared with the Client.

VII. Exceptions

The following situations will not be included in the calculation of downtime:

Force majeure events (e.g., natural disasters, acts of terrorism, etc.).
Downtime resulting from scheduled maintenance communicated in advance.
Downtime due to misuse or actions by users.

VIII. Review and Improvement

This SLA will be reviewed on an annual basis to ensure it remains aligned with the needs of the Client. Adjustments may be made based on changing requirements.