It Support Service Level Agreement Template

INFORMATION TECHNOLOGY SERVICE LEVEL AGREEMENT (SLA)

This Information Technology Service Level Agreement ("Agreement") is entered into as of this ______ day of __________________, 20____ (the "Effective Date"), by and between:

SERVICE PROVIDER: ______________________________________, with its principal place of business located at ______________________________________ ("Provider"),

AND

CLIENT: ______________________________________, with its principal place of business located at ______________________________________ ("Client").

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1. SCOPE OF SERVICES

The Provider agrees to furnish IT support and managed services as defined in Exhibit A (attached hereto). Any services not explicitly defined in Exhibit A are considered "Out of Scope" and shall be subject to a separate written agreement or billed at the Provider’s standard hourly rate of $______ per hour.

2. SERVICE AVAILABILITY AND UPTIME

The Provider shall use commercially reasonable efforts to ensure the IT infrastructure covered under this Agreement maintains a Monthly Uptime Percentage of ______%.

3. INCIDENT CLASSIFICATION AND RESPONSE TIMES

Incidents shall be prioritized by the Client and acknowledged by the Provider according to the following severity levels:

4. FEES AND PAYMENT TERMS

4.1 Service Fees: The Client shall pay a monthly recurring fee of $__________________ for the services defined herein. 4.2 Invoicing: Invoices shall be issued on the ______ day of each month and are payable within ______ days of the receipt date. 4.3 Late Payments: Any undisputed amounts not paid when due shall accrue interest at a rate of ______% per month or the maximum rate permitted by law, whichever is lower.

5. TERM AND TERMINATION

5.1 Term: This Agreement shall commence on the Effective Date and continue for a period of ______ months/years (the "Initial Term"). 5.2 Renewal: Upon expiration of the Initial Term, this Agreement shall automatically renew for successive ______ month periods unless either party provides written notice of non-renewal at least ______ days prior to the expiration of the then-current term. 5.3 Termination for Cause: 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.

6. CONFIDENTIALITY

The Provider acknowledges that it may have access to the Client’s proprietary information and data. The Provider agrees to maintain the confidentiality of all such information and shall not disclose it to any third party without prior written consent from the Client.

7. LIMITATION OF LIABILITY

In no event shall the Provider’s total liability arising out of or related to this Agreement exceed the total amount of fees paid by the Client during the ______ months immediately 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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SIGNATURES

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

FOR THE PROVIDER:

Signature: ______________________________ Name: __________________________________ Title: ___________________________________ Date: ___________________________________

FOR THE CLIENT:

Signature: ______________________________ Name: __________________________________ Title: ___________________________________ Date: ___________________________________

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End of Document