Service Level Agreement Template Free

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: Name: __________________________________________________ Address: ________________________________________________ Email: __________________________________________________

CLIENT: Name: __________________________________________________ Address: ________________________________________________ Email: __________________________________________________

(Collectively referred to as the "Parties").

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1. SCOPE OF SERVICES

The Service Provider agrees to provide the following services (the "Services") to the Client:

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2. SERVICE AVAILABILITY AND UPTIME

The Service Provider shall use commercially reasonable efforts to ensure the Services are available [____]% of the time, excluding scheduled maintenance. Scheduled maintenance shall be performed during the following window: ________________________.

3. RESPONSE AND RESOLUTION TIMES

The Service Provider shall respond to support requests based on the following priority levels:

4. SERVICE CREDITS

In the event that the Service Provider fails to meet the agreed-upon uptime metrics, the Client shall be entitled to a service credit as follows:

• [____]% to [____]% Uptime: [____]% discount on the monthly service fee.
• Below [____]% Uptime: [____]% discount on the monthly service fee.

5. PAYMENT TERMS

The Client shall pay the Service Provider the sum of [Currency and Amount] per [Month/Year] for the provision of the Services. Payments shall be due within [____] days of the invoice date.

6. TERM AND TERMINATION

This Agreement shall commence on the Effective Date and continue for a period of [____] months. Either party may terminate this Agreement with [____] days' written notice to the other party.

7. CONFIDENTIALITY

The Service Provider acknowledges that in the course of performing the Services, they may have access to confidential information of the Client. The Service Provider agrees to keep all such information strictly confidential and not disclose it to any third party without prior written consent.

8. LIMITATION OF LIABILITY

To the maximum extent permitted by law, the Service Provider’s total liability under this Agreement shall not exceed the total amount paid by the Client to the Service Provider in the [____] months preceding the claim.

9. GOVERNING LAW

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

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SIGNATURES

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

SERVICE PROVIDER

Signature: ___________________________ Name: _______________________________ Title: ________________________________ Date: ________________________________

CLIENT

Signature: ___________________________ Name: _______________________________ Title: ________________________________ Date: ________________________________