Service Level Agreement Document Template

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

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

(Collectively referred to as the "Parties").

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1. PURPOSE AND SCOPE

The purpose of this Agreement is to define the service standards, performance metrics, and responsibilities governing the provision of [________________________________________________] services (the "Services") provided by the Provider to the Client, as further detailed in the Master Services Agreement dated [___________] (the "MSA").

2. SERVICE AVAILABILITY

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 of advance notice for any maintenance that may affect service availability.
• Emergency Maintenance: Provider shall make reasonable efforts to provide notice of emergency maintenance, though such notice may be provided after the initiation of maintenance.

3. PERFORMANCE METRICS AND TARGETS

Provider commits to the following Service Levels:

4. INCIDENT MANAGEMENT AND RESPONSE TIMES

Upon notification of a service issue, Provider shall categorize and respond to requests according to the following priority levels:

• Priority 1 (Critical): System down or severe data loss. Response time: [___] hours.
• Priority 2 (High): Major functionality impaired. Response time: [___] hours.
• Priority 3 (Normal): General inquiry or minor issue. Response time: [___] hours.

5. SERVICE CREDITS

In the event that the Provider fails to meet the Service Levels defined in Section 3, the Client shall be entitled to a Service Credit. The total amount of Service Credits shall not exceed [___]% of the monthly service fee.

• Calculation: [____________________________________________________________________].
• Procedure: Client must request such credit in writing within [___] days of the incident.

6. TERM AND TERMINATION

This Agreement shall commence on the Effective Date and shall remain in effect for a period of [___] year(s), unless terminated earlier in accordance with the terms of the MSA.

7. LIMITATION OF LIABILITY

Except as expressly set forth herein, the Service Credits provided in Section 5 constitute the Client’s sole and exclusive remedy for any failure to meet the performance standards set forth in this Agreement.

8. GOVERNING LAW

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

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SIGNATURES

IN WITNESS WHEREOF, the Parties have caused this Agreement to be executed by their duly authorized representatives as of the Effective Date first written above.

SERVICE PROVIDER

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

CLIENT

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