Service Level Agreement Form

SERVICE LEVEL AGREEMENT (SLA)

DOCUMENT ID: TR-SLA-GEN-2024
EFFECTIVE DATE: [Effective Date]
JURISDICTION: [State/Country]

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1. PREAMBLE

This Service Level Agreement (the “Agreement”) is entered into by and between [Provider Name], a [Entity Type, e.g., Corporation] organized under the laws of [Jurisdiction], with its principal place of business at [Provider Address] (“Provider”), and [Client Name], a [Entity Type] organized under the laws of [Jurisdiction], with its principal place of business at [Client Address] (“Client”). Provider and Client are collectively referred to herein as the “Parties.”

2. RECITALS & SCOPE

2.1 Purpose. The Parties have entered into a [Master Services Agreement/Statement of Work] dated [Original Agreement Date] (the “Underlying Agreement”). This SLA defines the specific performance metrics, service standards, and remedies applicable to the services provided by Provider to Client. 2.2 Scope. This Agreement applies exclusively to the following services: [List specific services, e.g., Cloud Hosting, Managed IT, API Access] (collectively, the “Services”).

3. OPERATIVE PROVISIONS

3.1 Service Availability (Uptime)

Provider shall maintain a minimum monthly uptime percentage of [Percentage, e.g., 99.9%]. Uptime is calculated as: (Total Minutes in Month - Unplanned Downtime) / Total Minutes in Month. Scheduled maintenance periods, as defined in Section 3.2, are excluded from this calculation.

3.2 Scheduled Maintenance

Provider shall provide at least [Number] days’ prior written notice for all non-emergency maintenance. Maintenance windows shall occur during [Timezone] off-peak hours: [Start Time] to [End Time].

3.3 Incident Response & Resolution

Provider shall categorize and address support requests in accordance with the following matrix:

• Critical: [e.g., Total Service Failure] – Response: [X] hours | Resolution: [X] hours
• High: [e.g., Major Performance Degradation] – Response: [X] hours | Resolution: [X] hours
• Normal: [e.g., General Inquiries] – Response: [X] hours | Resolution: [X] hours

3.4 Service Credits

In the event Provider fails to meet the Service Availability target defined in Section 3.1, Client shall be entitled to a service credit calculated as [Percentage]% of the monthly service fee for each [Percentage]% of downtime below the target, capped at a maximum of [Percentage]% of the total monthly invoice.

3.5 Exclusions

Provider is not liable for performance failures resulting from: (a) Acts of God or force majeure events; (b) Client’s equipment, software, or network infrastructure; (c) Unauthorized actions or omissions by the Client or third parties.

4. TERM AND TERMINATION

This Agreement shall remain in effect for the duration of the Underlying Agreement. Termination of the Underlying Agreement constitutes automatic termination of this SLA, subject to any surviving obligations regarding final service credits.

5. GOVERNING LAW

This Agreement shall be governed by and construed in accordance with the laws of [Jurisdiction], without regard to its conflict of law principles.

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6. EXECUTION & SIGNATURES

IN WITNESS WHEREOF, the Parties have executed this SLA as of the Effective Date.

FOR PROVIDER: Signature: ___________________________ Printed Name: [Signatory Name] Title: [Signatory Title] Date: [Date]

FOR CLIENT: Signature: ___________________________ Printed Name: [Signatory Name] Title: [Signatory Title] Date: [Date]

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7. STEP-BY-STEP EXECUTION & FILING GUIDE

Phase 1: Drafting & Customization

1. Field Completion: Open the document in your preferred word processor. Use the "Find & Replace" function to locate all bracketed text (e.g., [Party A Name]).
2. Verification: Ensure all Service Credit percentages and Incident Response times align with the commercial terms negotiated in your Underlying Agreement.
3. Cross-Referencing: Double-check that the "Underlying Agreement" date in Section 2.1 matches your master contract.

Phase 2: Signatory Authority

1. Delegation of Authority (DOA): Confirm that the individual signing has the legal capacity to bind their respective entity. For corporations, this is typically a C-Suite executive or Director.
2. Digital Execution: Utilize a legally recognized electronic signature platform (e.g., DocuSign, Adobe Sign) to create an immutable audit trail of the execution.

Phase 3: Filing & Retention

1. Version Control: Save the final executed PDF as [ClientName]_SLA_[YYYY-MM-DD].pdf.
2. Record Retention: Store the document in a secure, encrypted document management system. Per standard enterprise protocol, retain this document for the duration of the relationship plus [Number, e.g., 7] years to satisfy audit requirements.
3. Operational Distribution: Provide a copy to the internal IT/Operations Lead to ensure they are aware of the SLA response requirements and incident logging protocols.