Service Level Agreement Example Nhs

SERVICE LEVEL AGREEMENT (SLA)

THIS SERVICE LEVEL AGREEMENT (the "Agreement") is made and entered into as of this [___] day of [___________], 20[__] (the "Effective Date").

BETWEEN:

1. [NHS TRUST/ENTITY NAME], a body established under the National Health Service Act 2006, having its principal office at [________________________________________________] (the "Authority"); and

2. [SERVICE PROVIDER NAME], a company incorporated and registered in [___________] with company number [___________] whose registered office is at [________________________________________________] (the "Service Provider").

(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 of the Service Provider in the delivery of [____________________] services to the Authority. This Agreement is subject to the terms of the Master Services Agreement dated [___________].

2. SERVICE DEFINITION

The Service Provider shall provide the following services:

• [________________________________________________________________]
• [________________________________________________________________]

3. PERFORMANCE STANDARDS (KEY PERFORMANCE INDICATORS)

4. SERVICE HOURS

The Service Provider shall perform the Services during the following hours:

• Standard Hours: [e.g., 09:00 to 17:00, Mon-Fri]
• Emergency/Out-of-Hours: [________________________________________________]

5. REPORTING AND REVIEW

The Service Provider shall submit a performance report to the Authority’s representative on a [Monthly/Quarterly] basis, no later than the [___] day of the following month. Quarterly service review meetings shall be held to discuss performance against the KPIs.

6. REMEDIES FOR NON-PERFORMANCE

In the event the Service Provider fails to meet the agreed-upon KPIs, the following escalation and credit process shall apply:

• Service Credit: If performance falls below the Target Level, the Service Provider shall provide a service credit equal to [___]% of the monthly fees for the affected period.
• Corrective Action: Persistent failure to meet performance targets for [___] consecutive periods shall constitute a material breach of this Agreement.

7. DATA PROTECTION AND CONFIDENTIALITY

The Service Provider acknowledges that it will handle sensitive patient data. It agrees to comply strictly with the Data Protection Act 2018, the UK GDPR, and the NHS Data Security and Protection Toolkit.

8. TERM AND TERMINATION

This Agreement shall commence on the Effective Date and shall continue for a period of [___] years, unless terminated earlier in accordance with the termination provisions set forth in the Master Services Agreement.

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9. GOVERNING LAW

This Agreement shall be governed by and construed in accordance with the laws of England and Wales, and the Parties submit to the exclusive jurisdiction of the courts of England and Wales.

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SIGNATURES

IN WITNESS WHEREOF, the Parties have caused this Agreement to be executed by their duly authorized representatives.

For and on behalf of [NHS TRUST/ENTITY NAME]:

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

For and on behalf of [SERVICE PROVIDER NAME]:

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