Service Level Agreement Example South Africa

SERVICE LEVEL AGREEMENT (SLA)

THIS AGREEMENT is made and entered into on this ______ day of ____________________, 20____ (the "Effective Date").

BETWEEN:

1. THE SERVICE PROVIDER: __________________________________________________ (Registration Number: ____________________), a private company duly incorporated under the laws of South Africa, with its registered address at __________________________________________________ (hereinafter referred to as the "Service Provider").

AND:

2. THE CLIENT: __________________________________________________ (Registration Number/ID Number: ____________________), a company/individual duly incorporated/resident under the laws of South Africa, with its registered address at __________________________________________________ (hereinafter referred to as the "Client").

(Collectively referred to as the "Parties").

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1. PURPOSE AND SCOPE

1.1. The Service Provider agrees to provide the services described in Annexure A ("the Services") to the Client. 1.2. This Agreement sets out the performance standards, responsibilities, and service levels that the Service Provider shall adhere to during the provision of the Services.

2. DURATION

2.1. This Agreement shall commence on the Effective Date and shall continue for a period of ______ months/years, unless terminated earlier in accordance with the provisions herein. 2.2. Either party may terminate this agreement by providing ______ days' written notice to the other party.

3. SERVICE LEVELS AND PERFORMANCE

3.1. The Service Provider warrants that it will perform the Services with reasonable care, skill, and in accordance with the professional standards prevailing in the industry in South Africa. 3.2. Response times for technical support or service queries shall be as follows:

• Priority 1 (Critical): ______ hours/minutes.
• Priority 2 (High): ______ hours.
• Priority 3 (Standard): ______ business days.

4. FEES AND PAYMENT

4.1. The Client shall pay the Service Provider the amount of R__________ (excluding VAT) per month/milestone as consideration for the Services. 4.2. Invoices shall be submitted on the ______ day of each month and shall be payable within ______ days of receipt. 4.3. Late payments shall attract interest at the prime rate plus ______% per annum, as charged by the Service Provider’s bank.

5. CONFIDENTIALITY

5.1. Both Parties agree to keep confidential all proprietary information received during the course of this Agreement and shall not disclose such information to any third party without prior written consent, except as required by law (including the Protection of Personal Information Act, 2013).

6. LIMITATION OF LIABILITY

6.1. To the maximum extent permitted by South African law, the total aggregate liability of the Service Provider for any claims arising out of this Agreement shall not exceed the total fees paid by the Client to the Service Provider in the ______ months preceding the claim.

7. GOVERNING LAW AND JURISDICTION

7.1. This Agreement shall be governed by and construed in accordance with the laws of the Republic of South Africa. 7.2. Any dispute arising from this Agreement shall be subject to the non-exclusive jurisdiction of the ____________________ High Court.

8. DOMICILIUM CITANDI ET EXECUTANDI

8.1. The Parties choose the following addresses for the service of all notices and legal processes:

• Service Provider: __________________________________________________
• Client: __________________________________________________

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SIGNATURES

SIGNED at ____________________ on this ______ day of ____________________ 20____.

For and on behalf of the SERVICE PROVIDER:

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Name: ____________________ Title: ____________________ Duly authorised hereto.

For and on behalf of the CLIENT:

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Name: ____________________ Title: ____________________ Duly authorised hereto.

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ANNEXURE A: SCOPE OF SERVICES

[Detailed description of specific duties, deliverables, and service exclusions to be inserted here.]