Free Service Level Agreement Template Word

SERVICE LEVEL AGREEMENT (SLA)

THIS SERVICE LEVEL AGREEMENT (the "Agreement") is entered into as of this [___] day of [___________], 20[__] (the "Effective Date"), by and between:

SERVICE PROVIDER: [________________________________________], with a principal place of business located at [______________________________________________________________________] ("Provider"), and

CLIENT: [________________________________________], with a principal place of business located at [______________________________________________________________________] ("Client").

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1. SCOPE OF SERVICES

Provider agrees to provide the following services to the Client (collectively, the "Services"): [________________________________________________________________________________________________________________________________________________________________________________________________________]

2. SERVICE AVAILABILITY AND PERFORMANCE

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 of advance notice for any non-emergency maintenance.
• Response Time: Provider shall respond to support requests within [___] business hours.

3. SERVICE CREDITS

In the event that the Provider fails to meet the performance standards set forth in Section 2, the Client shall be entitled to a service credit calculated as follows: [____________________________________________________________________________________________________________________________________] Service credits shall be the Client's sole and exclusive remedy for any failure to meet service levels.

4. TERM AND TERMINATION

This Agreement shall commence on the Effective Date and continue for a period of [___] months/years. Either party may terminate this Agreement upon [___] days' written notice to the other party.

5. FEES AND PAYMENT

Client shall pay to Provider the sum of [______________________] (Currency: [___]) for the services provided hereunder. Payments shall be due within [___] days of the invoice date.

6. CONFIDENTIALITY

Both parties agree to hold all proprietary information disclosed during the term of this Agreement in strict confidence and shall not disclose such information to any third party without prior written consent, except as required by law.

7. LIMITATION OF LIABILITY

To the maximum extent permitted by applicable law, in no event shall the Provider’s total liability arising out of or related to this Agreement exceed the total fees paid by the Client to the Provider in the [___] months preceding the event giving rise to the claim.

8. GOVERNING LAW

This Agreement shall be governed by and construed in accordance with the laws of the jurisdiction of [________________________________________].

9. ENTIRE AGREEMENT

This document constitutes the entire agreement between the parties and supersedes all prior discussions, agreements, or understandings of any kind.

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SIGNATURES

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

SERVICE PROVIDER

Signature: __________________________ Name: [__________________________] Title: [__________________________] Date: [__________________________]

CLIENT

Signature: __________________________ Name: [__________________________] Title: [__________________________] Date: [__________________________]