Service Level Agreement Template Download

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 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” and individually as a “Party”).

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1. PURPOSE AND SCOPE

The purpose of this Agreement is to define the service levels, performance standards, and operational parameters for the services provided by the Provider to the Client under the Master Services Agreement dated [___________] (the “Underlying Agreement”).

2. SERVICE DEFINITIONS

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

• [________________________________________________________________]
• [________________________________________________________________]

3. SERVICE AVAILABILITY AND UPTIME

The Provider commits to a Service Availability target of [___]% during the measurement period of [______________________].

• Excluded Downtime: Scheduled maintenance, force majeure events, and issues originating from Client-side infrastructure shall not be counted toward downtime calculations.

4. PERFORMANCE METRICS

The Provider shall adhere to the following performance benchmarks:

5. INCIDENT MANAGEMENT AND ESCALATION

In the event of a service degradation or failure, the Client shall notify the Provider via [e.g., Support Portal/Email]. The Provider shall respond based on the following priority levels:

• Priority 1 (Critical): Response within [___] hours.
• Priority 2 (High): Response within [___] hours.
• Priority 3 (Standard): Response within [___] business days.

6. SERVICE CREDITS

Should the Provider fail to meet the performance benchmarks defined in Section 4, the Client shall be entitled to a service credit as follows:

• [e.g., If uptime < 99.0%, Provider shall issue a credit equal to 5% of the monthly fee.]
• Total monthly credits shall not exceed [___]% of the total monthly service fees.

7. REPORTING

The Provider shall submit a monthly performance report to the Client no later than the [___] day of the following month, summarizing performance metrics and detailing any deviations from the agreed-upon standards.

8. TERM AND TERMINATION

This Agreement shall commence on the Effective Date and shall remain in effect until [___________] or until the expiration of the Underlying Agreement. Either Party may terminate this Agreement with [___] days' written notice in the event of a material breach by the other Party that remains uncured.

9. GOVERNING LAW

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

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SIGNATURES

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

FOR SERVICE PROVIDER:

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

FOR CLIENT:

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