Sample Service Level Agreement
1. Introduction
This Service Level Agreement (SLA) is made and entered into on this 7th day of June, 2066 by and between [Your Company Name], with a principal place of business at [Your Company Address], and Myntro, with a principal place of business at Overland Park, KS 66204. This Agreement outlines the IT services to be provided and the expectations of service level performance.
2. Purpose
The purpose of this Service Level Agreement is to ensure that the necessary elements and commitments are in place to provide consistent IT service support and delivery to the Client(s) by the Service Provider.
3. Scope of Services
This SLA covers the provision of the following services:
4. Service Management
4.1 Service Availability
The expected service availability level shall be 99.9% uptime in any given month, excluding scheduled maintenance and agreed downtime.
4.2 Performance Metrics
The service performance metrics shall be measured on a monthly basis, including but not limited to response time, resolution time, and customer satisfaction levels.
5. Responsibilities
5.1 Service Provider Responsibilities
The Service Provider is responsible for:
5.2 Client Responsibilities
The Client is responsible for:
Payment for all support costs at the agreed interval.
Notifying the Service Provider of issues or service disruptions in a timely manner.
Providing all relevant information required to diagnose service issues.
6. Confidentiality
Both parties agree to treat all information related to this Agreement as confidential and shall not disclose any such information to any third party without the prior written consent of the other party, unless required by law.
7. Term and Termination
This Agreement shall commence on [Start Date] and shall continue until [End Date], unless terminated earlier in accordance with the terms provided herein.
8. Amendments
No amendment to this Agreement shall be effective unless it is in writing and signed by authorized representatives of both parties.
9. Signatures
By signing below, both parties agree to the terms and conditions outlined in this Service Level Agreement.
[Your Company Name]
Myntro
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