Free Service Level Agreement Template South Africa

SERVICE LEVEL AGREEMENT (SLA)

THIS SERVICE LEVEL AGREEMENT (the “Agreement”) is entered into this ______ day of ____________________, 20____ (the “Effective Date”).

BETWEEN:

__________________________________________________ (Registration Number: __________________), a company duly incorporated in accordance with the laws of the Republic of South Africa, having its principal place of business at __________________________________________________ (hereinafter referred to as the “Service Provider”);

AND

__________________________________________________ (Registration Number: __________________), a company duly incorporated in accordance with the laws of the Republic of South Africa, having its principal place of business at __________________________________________________ (hereinafter referred to as the “Client”).

(Collectively referred to as the "Parties" and individually as a "Party").

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1. PURPOSE AND SCOPE OF SERVICES

The Service Provider agrees to provide the following services to the Client: ________________________________________________________________________________ ________________________________________________________________________________ (hereinafter referred to as the “Services”).

2. TERM

This Agreement shall commence on the Effective Date and shall continue for a period of ______ months/years, unless terminated earlier in accordance with the provisions set forth herein.

3. SERVICE STANDARDS AND PERFORMANCE METRICS

The Service Provider shall perform the Services with reasonable care and skill in accordance with industry standards in South Africa. The Parties agree to the following performance benchmarks:

• Response Time: __________________________________________________
• Resolution Time: __________________________________________________
• Availability/Uptime: __________________________________________________

4. FEES AND PAYMENT TERMS

4.1 The Client shall pay the Service Provider a fee of R__________________ (excluding VAT). 4.2 Invoices shall be issued on the ______ day of each month. 4.3 Payment shall be made within ______ days of the date of the invoice via Electronic Funds Transfer (EFT) to the following account:

• Account Name: __________________
• Bank: __________________
• Branch Code: __________________
• Account Number: __________________

5. CONFIDENTIALITY

Each Party acknowledges that it may receive confidential information from the other Party. Both Parties agree to keep such information strictly confidential and shall not disclose it to any third party without prior written consent, except as required by law.

6. LIMITATION OF LIABILITY

To the maximum extent permitted by the laws of South Africa, the total liability of the Service Provider under this Agreement shall not exceed the total fees paid by the Client in the ______ months preceding the claim.

7. TERMINATION

Either Party may terminate this Agreement by providing ______ days’ written notice to the other Party. In the event of a material breach, the non-breaching party may terminate this Agreement immediately upon written notice if the breach is not remedied within ______ days of notification.

8. DISPUTE RESOLUTION

In the event of a dispute arising out of or in connection with this Agreement, the Parties shall first attempt to resolve the matter through good-faith negotiations. If the dispute remains unresolved after ______ days, it shall be referred to arbitration in accordance with the rules of the Arbitration Foundation of Southern Africa (AFSA).

9. GOVERNING LAW

This Agreement shall be governed by and construed in accordance with the laws of the Republic of South Africa. The Parties hereby submit to the exclusive jurisdiction of the courts of South Africa.

10. DOMICILIUM CITANDI ET EXECUTANDI

The Parties choose as their respective domicilium citandi et executandi for all purposes under this Agreement:

• Service Provider: __________________________________________________
• Client: __________________________________________________

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SIGNATURES

SIGNED AT __________________ ON THIS ______ DAY OF __________________ 20____

FOR AND ON BEHALF OF THE SERVICE PROVIDER:

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(Signature) Name: __________________ Title: __________________

FOR AND ON BEHALF OF THE CLIENT:

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(Signature) Name: __________________ Title: __________________