Sales SLA for Event Wi-fi Services
This Service Level Agreement (“Agreement”) is made effective as of [January 15, 2050], by and between [Your Company Name], with a principal place of business at [Your Company Address] ("Service Provider"), and [Your Partner Company Name], with a principal place of business at [Your Partner Company Address] ("Client").
Purpose
This Agreement is crafted to define the scope of service, performance benchmarks, and the reciprocal responsibilities that underpin the delivery of premium Wi-Fi internet services by the Service Provider for the events organized by the Client.
Service Description
The Service Provider pledges to furnish bespoke Wi-Fi internet services adapted to meet the unique demands and scale of the Client's diverse array of events. Our services encompass an approach to digital connectivity solutions, which includes, but is not limited to:
2.1 Strategic placement and optimization of Wi-Fi access points to ensure comprehensive coverage.
2.2 Proactive network management to ensure a high-performance connection.
2.3 Deploying advanced technical support teams skilled in rapid issue identification and resolution.
2.4 Continuous network monitoring to ensure peak performance and preemptive troubleshooting.
2.5 Ensuring that every attendee experiences seamless digital connectivity, facilitating unhindered access to online resources, and enabling a fully connected event environment.
Service Performance Metrics
To guarantee the exceptional delivery of services by the Service Provider, we have established precise performance metrics crucial to the satisfaction of the Client and event attendees. The table below delineates the performance targets that the Service Provider is committed to achieving:
Metric | Target | Measurement Period |
Network Uptime | 99.9% Availability | Throughout Event Hours |
Connection Speed | 100 mbps per device | Real-Time Monitoring |
Maximum Network Latency | 5 milliseconds | Real-Time Monitoring |
Initial Technical Support Response Time | Within 15 minutes | From Support Request |
Issue Resolution Time | Within 1 hour | From Issue Identification |
Service Availability
4.1 The Wi-Fi services provided by the Service Provider are designed to be available without interruption, operating around the clock to accommodate the full schedule of the Client's events.
4.2 A team of highly skilled technical support staff will be stationed at the event venue within the operational hours of [8:00 AM to 6:00 PM] each day. These experts are equipped to address and resolve any network issues promptly, ensuring minimal disruption to event proceedings.
Client Responsibilities
5.1 The Client must submit the event plans, including anticipated participant numbers and specific connectivity needs, no later than ten (10) days before the event commencement.
5.2 The Client shall engage in an ongoing dialogue with the Service Provider's team to discuss and plan for any specialized connectivity requirements, ensuring bespoke solutions are in place to meet the needs of all event activities.
5.3 If there are any Wi-Fi service interruptions or performance issues, the Client will notify the Service Provider immediately. A rapid-response protocol is established for such instances, guaranteeing that any reported issues will be addressed with utmost urgency and efficiency.
Service Provider Responsibilities
6.1 Before the event, the Service Provider will conduct an extensive site survey. This strategic assessment will determine the placement of Wi-Fi access points, signal strength requirements, and other key factors to ensure optimal coverage and performance.
6.2 The Service Provider will deploy state-of-the-art equipment and allocate proficient personnel, all calibrated to meet and exceed the service performance metrics agreed upon. The setup will be tailored to the venue’s layout and the event’s specific connectivity needs.
6.3 Throughout the event, the Service Provider will provide real-time network monitoring, employing advanced diagnostic tools to preemptively identify and resolve any potential issues. A dedicated support team will remain vigilant, ensuring network integrity and continuous service.
Escalation Procedures
To address any service issues swiftly and effectively, the following detailed escalation procedure is established:
7.1 The on-site Technical Support Team will be the first point of contact for any service issue, equipped to handle immediate troubleshooting and resolution. Should the issue persist, the Event IT Manager will be engaged to employ deeper technical resources and expertise.
7.2 In the rare event that the issue remains unresolved, the Service Provider’s Account Manager will be brought in to ensure that high-level support is provided and comprehensive solutions are enacted.
General Provisions
8.1 The provisions of this Agreement shall be governed by the laws of [State/Country], and both parties consent to the exclusive jurisdiction of the courts within this locale for any disputes arising from this Agreement.
8.2 Any modifications to the terms of this Agreement must be meticulously documented and will only become effective upon the written consent of authorized representatives from both parties.
8.3 Either party may terminate this Agreement, provided that written notice is given at least ten (10) days before the desired termination date.
By the signatures affixed below, both parties assert their full understanding and agreement to the terms and conditions stipulated within this Agreement, indicating a mutual pledge to uphold the standards and protocols defined herein for their engagement.
Service Provider:
(signature)
[Representative Name]
Representative
[Date]
Client:
(signature)
[Representative Name]
Representative
[Date]
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