It Support Service Level Agreement Examples Pdf

INFORMATION TECHNOLOGY SUPPORT SERVICE LEVEL AGREEMENT

THIS SERVICE LEVEL AGREEMENT (the “Agreement”) is entered into this [__] day of [__________], 20[__] (the “Effective Date”), by and between:

SERVICE PROVIDER: [__________________________], a corporation organized and existing under the laws of [________________], with its principal place of business located at [____________________________________________________] (“Provider”); and

CLIENT: [__________________________], a corporation organized and existing under the laws of [________________], with its principal place of business located at [____________________________________________________] (“Client”).

---

1. SCOPE OF SERVICES

Provider shall provide IT support services to the Client as described in Exhibit A (the "Services"). Provider warrants that it shall perform the Services in a professional and workmanlike manner, consistent with industry standards.

2. SERVICE AVAILABILITY AND UPTIME

Provider shall maintain a target uptime of [__]% for the systems defined in Exhibit B. Uptime is measured as the percentage of time that the services are available and functional during the Support Hours of [____] to [____] (Time Zone: [__________]).

3. INCIDENT RESPONSE AND RESOLUTION

Incidents shall be prioritized as follows:

4. FEES AND PAYMENT TERMS

Client agrees to pay Provider a monthly service fee of [____________] (Currency: [___]). Invoices shall be rendered [monthly/quarterly] and are payable within [__] days of receipt. Late payments shall incur a fee of [__]% per month on the outstanding balance.

5. TERM AND TERMINATION

This Agreement shall remain in effect for a period of [__] years, commencing on the Effective Date. Either party may terminate this Agreement upon [__] days’ written notice if the other party commits a material breach.

6. CONFIDENTIALITY

Each party agrees to hold in strict confidence all proprietary information, data, and trade secrets disclosed by the other party during the term of this Agreement and shall not disclose such information to any third party without express written consent.

7. LIMITATION OF LIABILITY

To the maximum extent permitted by applicable law, neither party shall be liable for any indirect, incidental, or consequential damages. The total liability of Provider under this Agreement shall not exceed the total fees paid by Client during the [__] months preceding the incident giving rise to the claim.

8. GOVERNING LAW

This Agreement shall be governed by and construed in accordance with the laws of [________________], without regard to its conflict of law principles.

---

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: [__________________________]

---

EXHIBIT A: SCOPE OF SERVICES

[Insert detailed list of specific technical support tasks, hardware/software covered, and excluded services here.]

EXHIBIT B: SUPPORTED SYSTEMS

[Insert inventory of systems, servers, and network infrastructure covered by this SLA.]