Service Level Agreement Sample Doc

SERVICE LEVEL AGREEMENT

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 located at ____________________________________ (“Provider”),

AND

CLIENT: ____________________________________, a corporation organized and existing under the laws of __________________, with its principal place of business located at ____________________________________ (“Client”).

(Collectively referred to as the “Parties”).

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1. PURPOSE AND SCOPE

The purpose of this Agreement is to define the service standards, performance metrics, and responsibilities governing the services provided by the Provider to the Client as outlined in the Master Services Agreement (MSA) dated __________________ (the “Underlying Agreement”).

2. SERVICES PROVIDED

The Provider shall perform the following services (the “Services”): __________________________________________________________________________________________ __________________________________________________________________________________________

3. SERVICE AVAILABILITY AND UPTIME

The Provider shall maintain a minimum Service Availability of ______% during the measurement period of __________________. Service Availability is calculated as follows: Formula: ________________________________________________________________________________

4. PERFORMANCE METRICS

The Provider agrees to meet the following Service Level Objectives (SLOs):

5. INCIDENT RESPONSE AND RESOLUTION

In the event of a service interruption or failure, the Provider shall respond according to the following priority levels:

6. SERVICE CREDITS

In the event that the Provider fails to meet the specified Service Levels, the Client shall be entitled to a Service Credit calculated as follows: __________________________________________________________________________________________ The maximum aggregate credit for any single billing month shall not exceed ______% of the monthly service fee.

7. EXCLUSIONS

The Service Levels set forth in this Agreement shall not apply to performance issues caused by:

1. Acts of God, war, terrorism, or civil unrest.
2. Interruption of services due to the Client’s equipment, software, or network configuration.
3. Scheduled maintenance windows announced at least ______ hours in advance.

8. TERM AND TERMINATION

This Agreement shall commence on the Effective Date and shall remain in effect for a period of ______ years, unless terminated earlier in accordance with the terms of the Underlying Agreement.

9. GOVERNING LAW

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

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SIGNATURES

IN WITNESS WHEREOF, the Parties hereto have caused this Service Level Agreement to be executed by their duly authorized representatives as of the day and year first above written.

FOR SERVICE PROVIDER:

Signature: ____________________________________ Name: ____________________________________ Title: ____________________________________ Date: ____________________________________

FOR CLIENT:

Signature: ____________________________________ Name: ____________________________________ Title: ____________________________________ Date: ____________________________________