Example of a Service Level Agreement Template

SERVICE LEVEL AGREEMENT

This Service Level Agreement (the “Agreement”) is entered into as of this [___] day of [___________], 20[___] (the “Effective Date”), by and between:

SERVICE PROVIDER: [________________________________________________] Located at: [________________________________________________] (“Provider”)

CLIENT: [________________________________________________] Located at: [________________________________________________] (“Client”)

Provider and Client may be referred to individually as a “Party” and collectively as the “Parties.”

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1. PURPOSE AND SCOPE

The purpose of this Agreement is to define the service standards, performance metrics, and responsibilities governing the provision of [____________________] services (the “Services”) provided by the Provider to the Client, as further described in the Master Services Agreement dated [___________].

2. SERVICE AVAILABILITY

Provider shall use commercially reasonable efforts to ensure the Services are available [___]% of the time, excluding Scheduled Maintenance.

• Scheduled Maintenance: Provider shall provide at least [___] hours’ notice for any non-emergency maintenance.
• Emergency Maintenance: Provider shall provide notice as soon as reasonably practicable.

3. PERFORMANCE METRICS (SLAs)

Provider agrees to meet the following performance standards:

4. SERVICE CREDITS

In the event that the Provider fails to meet the performance metrics defined in Section 3, the Client shall be entitled to service credits as follows:

• If uptime falls below [___]%, a credit of [___]% of the monthly service fee shall be applied to the subsequent invoice.
• Maximum monthly credit shall not exceed [___]% of the total monthly service fee.

5. SUPPORT SERVICES

Provider shall provide technical support during the following hours:

• Business Hours: [___] AM to [___] PM [Time Zone], Monday through Friday.
• Support Channel: [Email/Phone/Portal] at [____________________].

6. EXCLUSIONS

This Agreement does not cover service interruptions or failures resulting from:

1. Factors outside the Provider’s reasonable control, including acts of God or internet service provider failures.
2. Actions or omissions of the Client or third parties.
3. Equipment, software, or other technology provided by the Client.

7. TERM AND TERMINATION

This Agreement shall commence on the Effective Date and remain in effect for a period of [___] months. Either party may terminate this Agreement upon [___] days' written notice in the event of a material breach that remains uncured.

8. GOVERNING LAW

This Agreement shall be governed by and construed in accordance with the laws of the State/Province of [____________________], without regard to its conflict of law principles.

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SIGNATURES

IN WITNESS WHEREOF, the Parties have executed this Service Level Agreement as of the date first written above.

SERVICE PROVIDER

Signature: ___________________________ Name: [_____________________________] Title: [_____________________________]

CLIENT

Signature: ___________________________ Name: [_____________________________] Title: [_____________________________]