Service Level Agreement Example Word

SERVICE LEVEL AGREEMENT (SLA)

THIS SERVICE LEVEL AGREEMENT (the "Agreement") is 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 at [________________________________________________] (“Provider”);

AND

CLIENT: [________________________________________], a corporation organized and existing under the laws of [___________], with its principal place of business at [________________________________________________] (“Client”).

(Collectively referred to as the “Parties”).

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1. PURPOSE AND SCOPE

This Agreement outlines the standards of service, performance metrics, and responsibilities governing the provision of [________________________________________________] (the "Services") provided by the Provider to the Client, as further defined in the Master Service Agreement dated [___________].

2. SERVICE AVAILABILITY AND UPTIME

The 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’ notice for any planned downtime.
• Emergency Maintenance: Provider shall provide notice as soon as reasonably practicable for any unforeseen system outages.

3. PERFORMANCE METRICS

The Provider agrees to adhere to the following performance standards:

• Response Time: The Provider shall respond to support requests within [___] hours/business days.
• Resolution Time: Critical issues shall be resolved within [___] hours/days; non-critical issues shall be resolved within [___] hours/days.
• Service Quality: The Provider shall maintain a quality error rate not exceeding [___]%.

4. SERVICE CREDITS

In the event the Provider fails to meet the Service Levels defined in Section 3, the Client shall be entitled to the following credits, which shall be the Client’s sole and exclusive remedy:

• Failure to meet uptime requirements: [___]% of the monthly service fee for each [___]% of downtime below the target.
• Total credits per month shall not exceed [___]% of the total monthly service fee.

5. EXCLUSIONS

The Provider shall not be liable for any failure to meet Service Levels resulting from:

1. Acts of God, war, terrorism, or civil unrest.
2. Interruption of services caused by the Client’s hardware, software, or third-party internet service providers.
3. Failure of the Client to perform their obligations as defined herein.

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 by either party upon [___] days' written notice in the event of a material breach that remains uncured.

7. 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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8. SIGNATURES

IN WITNESS WHEREOF, the Parties have executed this Service Level Agreement as of the Effective Date first written above.

FOR: [SERVICE PROVIDER NAME]

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

FOR: [CLIENT NAME]

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