It Service Level Agreement Example Pdf

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: _________________________________, with its principal place of business located at _________________________________ (hereinafter referred to as "Provider");

AND

CLIENT: _________________________________, with its principal place of business located at _________________________________ (hereinafter referred to as "Client").

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1. SCOPE OF SERVICES

The Provider agrees to provide the following IT services to the Client (collectively, the "Services"): __________________________________________________________________________________________ __________________________________________________________________________________________

2. TERM

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

3. SERVICE AVAILABILITY AND UPTIME

The 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/days of advance notice for any maintenance that requires downtime.
• Emergency Maintenance: Provider reserves the right to perform emergency maintenance as required to maintain system integrity.

4. SERVICE LEVEL OBJECTIVES (SLO)

The Provider commits to the following response times based on incident severity:

5. SERVICE CREDITS

In the event that the Provider fails to meet the uptime percentage specified in Section 3, the Client shall be entitled to a service credit as follows:

• Uptime between ______% and ______%: ______% credit of the monthly fee.
• Uptime below ______%: ______% credit of the monthly fee.
• Total credits in any given month shall not exceed ______% of the total monthly service fee.

6. PAYMENT TERMS

The Client agrees to pay the Provider a monthly fee of $ ___________. Payments are due within ______ days of receipt of an invoice. Late payments shall accrue interest at a rate of ______% per month.

7. CONFIDENTIALITY

Both parties agree to hold all proprietary and confidential 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.

8. LIMITATION OF LIABILITY

To the maximum extent permitted by law, the Provider’s aggregate liability for any claims arising out of this Agreement shall not exceed the total amount paid by the Client to the Provider in the ______ month period preceding the event giving rise to the claim.

9. TERMINATION

Either party may terminate this Agreement upon ______ days’ written notice if the other party commits a material breach and fails to cure such breach within the notice period.

10. GOVERNING LAW

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

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

PROVIDER:

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

CLIENT:

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