Service Level Agreement Example Uk

SERVICE LEVEL AGREEMENT (SLA)

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

BETWEEN:

1. [________________________________], a company incorporated and registered in England and Wales under company number [__________] whose registered office is at [________________________________] (the “Service Provider”); and

2. [________________________________], a company incorporated and registered in England and Wales under company number [__________] whose registered office is at [________________________________] (the “Client”).

(Collectively referred to as the “Parties” and individually as a “Party”).

1. PURPOSE AND SCOPE

The purpose of this Agreement is to define the quality and standards of the services provided by the Service Provider to the Client as set forth in the Master Services Agreement dated [___________] (the “Principal Agreement”).

2. SERVICE DESCRIPTION

The Service Provider shall provide the following services (the “Services”): [__________________________________________________________________________________________]

3. SERVICE LEVELS AND PERFORMANCE METRICS

The Service Provider shall perform the Services in accordance with the following Key Performance Indicators (KPIs):

4. SERVICE AVAILABILITY

The Service Provider shall use its commercially reasonable endeavours to ensure the Services are available [____]% of the time, excluding scheduled maintenance windows. Scheduled maintenance shall be notified to the Client at least [____] hours/days in advance.

5. REPORTING AND REVIEW

The Service Provider shall provide the Client with a monthly performance report detailing the Service Provider’s performance against the KPIs by no later than the [____] working day of the following month. The Parties shall meet quarterly to review the performance and efficacy of this Agreement.

6. SERVICE CREDITS

In the event the Service Provider fails to meet the agreed Service Levels, the Client shall be entitled to the following Service Credits: [__________________________________________________________________________________________] (Note: Service Credits shall be the Client’s sole and exclusive financial remedy for failure to meet service levels).

7. TERM AND TERMINATION

This Agreement shall commence on the Effective Date and shall continue in force for a period of [____] months/years, unless terminated earlier in accordance with the provisions of the Principal Agreement.

8. GOVERNING LAW AND JURISDICTION

This Agreement and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales. The courts of England and Wales shall have exclusive jurisdiction to settle any such dispute or claim.

SIGNATURES

IN WITNESS WHEREOF, the Parties have executed this Agreement by their duly authorised representatives as of the date first written above.

Signed for and on behalf of the Service Provider:

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

Signed for and on behalf of the Client:

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