Service Level Agreement Template for Maintenance

SERVICE LEVEL AGREEMENT (MAINTENANCE)

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”).

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1. SCOPE OF SERVICES

Provider agrees to perform the maintenance services (the “Services”) described in Exhibit A attached hereto. Provider shall provide all necessary labor, parts, and expertise required to maintain the [__________________________] (the “Equipment/System”) in good working order.

2. SERVICE AVAILABILITY AND RESPONSE TIMES

Provider shall respond to service requests initiated by Client in accordance with the following severity levels:

• Severity 1 (Critical): Complete system failure. Response time: [___] hours.
• Severity 2 (High): Significant performance degradation. Response time: [___] hours.
• Severity 3 (Standard): General maintenance or minor issues. Response time: [___] business days.

3. PREVENTATIVE MAINTENANCE

Provider shall perform routine preventative maintenance on the following schedule: [______________________________________]. Any additional maintenance required outside of this schedule shall be subject to mutual agreement and additional billing.

4. FEES AND PAYMENT TERMS

Client agrees to pay Provider a monthly/annual service fee of [___________] (Currency: [___]). Invoices shall be issued on the [___] day of each [month/quarter] and are payable within [___] days of receipt. Late payments shall accrue interest at a rate of [___]% per annum.

5. EXCLUSIONS

This Agreement does not cover maintenance resulting from:

1. Misuse, negligence, or unauthorized modifications to the Equipment by the Client.
2. Force majeure events (acts of God, fire, flood, etc.).
3. Electrical power failure or external environmental factors beyond Provider’s control.

6. TERM AND TERMINATION

This Agreement shall commence on the Effective Date and shall continue for a period of [___] year(s). Either party may terminate this Agreement upon [___] days' written notice. In the event of a material breach, the non-breaching party may terminate immediately if the breach remains uncured for [___] days following written notice.

7. LIMITATION OF LIABILITY

To the maximum extent permitted by law, Provider’s total aggregate liability under this Agreement shall not exceed the total fees paid by Client during the [___] month period preceding the event giving rise to the claim.

8. CONFIDENTIALITY

Both parties agree to hold all proprietary information disclosed during the term of this Agreement in strict confidence and shall not disclose such information to any third party without prior written consent, except as required by law.

9. GOVERNING LAW

This Agreement shall be governed by and construed in accordance with the laws of [__________________________]. Any disputes shall be resolved in the courts of [__________________________].

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10. ENTIRE AGREEMENT

This document constitutes the entire agreement between the parties and supersedes all prior discussions, representations, or agreements, whether written or oral.

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

FOR: SERVICE PROVIDER

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

FOR: CLIENT

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