Service Level Agreement Template Excel

SERVICE LEVEL AGREEMENT (SLA)

THIS SERVICE LEVEL AGREEMENT (the "Agreement") is made and entered into as of this [___] day of [___________], 20[___] (the "Effective Date"), by and between:

SERVICE PROVIDER: [________________________________________________] Address: [________________________________________________] (hereinafter referred to as the "Provider")

CLIENT: [________________________________________________] Address: [________________________________________________] (hereinafter referred to as the "Client")

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1. PURPOSE AND SCOPE

The purpose of this Agreement is to define the service standards, performance metrics, and responsibilities for the services provided by the Provider to the Client, as described in [Reference Exhibit A / Statement of Work].

2. SERVICE PERIOD

This Agreement shall commence on [___________] and remain in effect until [___________], unless terminated earlier in accordance with the provisions herein.

3. SERVICE AVAILABILITY AND UPTIME

The Provider warrants that the services shall be available at least [___]% of the time, measured on a [Monthly/Quarterly] basis, excluding Scheduled Maintenance.

• Scheduled Maintenance: Maintenance periods will be communicated to the Client at least [___] hours/days in advance.
• Emergency Maintenance: May be performed at any time if, in the Provider’s sole discretion, such action is required to maintain the integrity of the system.

4. PERFORMANCE METRICS AND RESPONSE TIMES

The Provider shall adhere to the following response times for support requests submitted by the Client:

5. SERVICE CREDITS

In the event that the Provider fails to meet the defined Service Levels, the Client shall be entitled to a service credit as follows:

• Uptime between [___]% and [___]%: [___]% credit of the monthly fee.
• Uptime below [___]%: [___]% credit of the monthly fee.

Total service credits per month shall not exceed [___]% of the total monthly service fee.

6. CONFIDENTIALITY

Both parties agree to protect the confidential information of the other party with the same degree of care as they use to protect their own confidential information, but in no event less than a reasonable degree of care.

7. LIMITATION OF LIABILITY

Except for instances of gross negligence or willful misconduct, the total liability of the Provider under this Agreement shall not exceed the amount paid by the Client to the Provider in the [___] months preceding the event giving rise to the claim.

8. TERMINATION

Either party may terminate this Agreement upon [___] days' written notice if the other party commits a material breach of its obligations herein and fails to cure such breach within [___] days of receiving written notice.

9. GOVERNING LAW

This Agreement shall be governed by and construed in accordance with the laws of [State/Country].

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SIGNATURES

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

FOR THE PROVIDER:

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Signature
[________________________]
Name
[________________________]
Title

FOR THE CLIENT:

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Signature
[________________________]
Name
[________________________]
Title