It Service Level Agreement Template Pdf

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: [________________________________________________] (“Provider”), with its principal place of business located at [________________________________________________].

CLIENT: [________________________________________________] (“Client”), with its principal place of business located at [________________________________________________].

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1. SCOPE OF SERVICES

The Provider agrees to furnish the IT services described in Exhibit A (the "Services"). Any changes to the scope of services must be agreed upon in writing by both parties.

2. SERVICE AVAILABILITY AND UPTIME

The Provider guarantees a Monthly Uptime Percentage of [___]% for the Services, excluding scheduled maintenance.

• Scheduled Maintenance: Provider shall provide at least [___] hours of advance notice for any non-emergency maintenance.
• Downtime Calculation: Downtime is measured from the time the Service is unavailable until it is restored.

3. RESPONSE AND RESOLUTION TIMES

The Provider shall categorize issues based on severity level as follows:

4. SERVICE CREDITS

In the event that the Provider fails to meet the guaranteed Monthly Uptime Percentage, the Client shall be entitled to a service credit as follows:

• Uptime < [___]%: [___]% credit of the monthly fee.
• Uptime < [___]%: [___]% credit of the monthly fee.
• Service credits are the Client's sole and exclusive remedy for any failure to meet service levels.

5. 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 with [___] days’ written notice if the other party commits a material breach.

6. CONFIDENTIALITY

The 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.

7. LIMITATION OF LIABILITY

In no event shall the Provider’s total liability under this Agreement exceed the amount 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 State/Province of [____________________].

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9. SIGNATURES

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

FOR SERVICE PROVIDER:

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

FOR CLIENT:

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

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EXHIBIT A: SCOPE OF SERVICES

[Insert detailed description of IT services, infrastructure, and technical requirements here.]