It Service Level Agreement Example

SERVICE LEVEL AGREEMENT (SLA)

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

SERVICE PROVIDER: ________________________________________________ Located at: ______________________________________________________________________ (hereinafter referred to as the "Provider"),

AND

CLIENT: ________________________________________________ Located at: ______________________________________________________________________ (hereinafter referred to as the "Client").

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1. SCOPE OF SERVICES

The Provider shall furnish IT support and managed services as specified in the "Scope of Work" attached hereto as Exhibit A (the "Services"). The Provider agrees to perform the Services in a professional and workmanlike manner, consistent with industry standards.

2. SERVICE AVAILABILITY AND UPTIME

The Provider commits to a Monthly Uptime Percentage of ______%.

• Definition: "Uptime" shall be measured as the total number of minutes in a calendar month minus the number of minutes of Downtime, divided by the total number of minutes in that month.
• Exclusions: Downtime shall not include scheduled maintenance, force majeure events, or issues resulting from the Client’s equipment or software.

3. INCIDENT RESPONSE AND RESOLUTION

The Provider shall categorize and respond to support requests based on the following Priority Levels:

4. SERVICE CREDITS

In the event the Provider fails to meet the defined Uptime percentage or resolution targets, the Client shall be entitled to a service credit as follows:

• If Uptime is between ______% and ______%, a credit of ______% of the monthly fee shall be applied.
• If Uptime is below ______%, a credit of ______% of the monthly fee shall be applied.
• Service credits shall be the Client's sole and exclusive remedy for any failure to meet performance targets.

5. FEES AND PAYMENT

The Client agrees to pay the Provider a monthly service fee of __________________ (USD), payable within ______ days of receipt of an undisputed invoice. Late payments shall be subject to a fee of ______% per month on the outstanding balance.

6. TERM AND TERMINATION

This Agreement shall commence on the Effective Date and continue for a period of ______ months. This Agreement may be terminated by either party upon ______ days' written notice, provided that any outstanding fees for services rendered are paid in full.

7. CONFIDENTIALITY

The Provider acknowledges that in the course of performing the Services, they may have access to confidential information of the Client. The Provider agrees to maintain the confidentiality of such information and shall not disclose it to any third party without prior written consent, except as required by law.

8. LIMITATION OF LIABILITY

In no event shall either party be liable for any indirect, incidental, or consequential damages. The total liability of the Provider under this Agreement shall not exceed the total amount paid by the Client to the Provider during the ______ months preceding the claim.

9. GOVERNING LAW

This Agreement shall be governed by and construed in accordance with the laws of the State/Jurisdiction of ____________________________.

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SIGNATURES

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

FOR THE SERVICE PROVIDER:

Signature: ___________________________ Name: ______________________________ Title: _______________________________ Date: _______________________________

FOR THE CLIENT:

Signature: ___________________________ Name: ______________________________ Title: _______________________________ Date: _______________________________