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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: ____________________________________, 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”).

(Collectively, the "Parties").

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1. PURPOSE AND SCOPE

The purpose of this Agreement is to define the service levels, performance standards, and responsibilities of the Provider in the delivery of ____________________________________ (the "Services") to the Client. This Agreement serves as an addendum to the Master Services Agreement (MSA) dated ___________.

2. SERVICE AVAILABILITY AND UPTIME

Provider shall maintain the following availability targets for the Services:

• Uptime Guarantee: Provider warrants that the Services will be available ____% of the time, excluding Scheduled Maintenance.
• Measurement Period: Uptime shall be measured on a [Monthly/Quarterly] basis.
• Scheduled Maintenance: Provider shall provide at least ____ hours’ notice for any non-emergency maintenance that may impact service availability.

3. INCIDENT RESPONSE AND RESOLUTION

In the event of a service interruption or performance degradation, the Parties agree to the following response times based on incident severity:

4. SERVICE CREDITS

If the Provider fails to meet the Uptime Guarantee, the Client shall be entitled to a Service Credit calculated as follows:

• 99.0% – 99.9% Uptime: ____% credit of the monthly service fee.
• 95.0% – 98.9% Uptime: ____% credit of the monthly service fee.
• Below 95.0% Uptime: ____% credit of the monthly service fee.

Service Credits are the Client’s sole and exclusive remedy for any failure to meet the performance standards set forth herein.

5. PERFORMANCE REPORTING

Provider shall deliver a performance report to the Client by the ____th day of each month, detailing uptime statistics, incident logs, and resolution times for the preceding month.

6. TERM AND TERMINATION

This Agreement shall commence on the Effective Date and remain in effect until ___________ or until the underlying Service Agreement is terminated. Either party may terminate this Agreement with ____ days’ written notice if the other party commits a material breach.

7. 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 Service Level Agreement as of the date first written above.

FOR SERVICE PROVIDER:

Signature: ___________________________ Name: ___________________________ Title: ___________________________ Date: ___________________________

FOR CLIENT:

Signature: ___________________________ Name: ___________________________ Title: ___________________________ Date: ___________________________