Service Level Agreement Template Free Download

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: [________________________________________], located at [__________________________________________________________________] (the "Provider"), and

CLIENT: [________________________________________], located at [__________________________________________________________________] (the "Client").

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1. SCOPE OF SERVICES

The Provider agrees to provide the services described in Exhibit A (the "Services"). Any modifications to the scope of services must be agreed upon in writing by both parties.

2. PERFORMANCE STANDARDS

The Provider shall perform the Services in accordance with the following performance metrics:

• Service Availability: The Services shall be available [___]% of the time, excluding scheduled maintenance.
• Response Time: The Provider shall acknowledge support requests within [___] hours/minutes.
• Resolution Time: Critical issues shall be resolved within [___] hours/minutes.

3. MAINTENANCE

Scheduled maintenance shall be performed during the following window: [____________________]. The Provider shall provide the Client with at least [___] days' notice prior to any non-emergency maintenance.

4. FEES AND PAYMENT

In consideration for the Services, the Client shall pay the Provider the sum of [____________________] (the "Fee"). Payments shall be made on a [Monthly / Quarterly / Annual] basis, due within [___] days of the receipt of an invoice.

5. TERM AND TERMINATION

This Agreement shall commence on the Effective Date and continue for a period of [___] months/years. Either party may terminate this Agreement upon [___] days' written notice if the other party breaches a material term of this Agreement.

6. CONFIDENTIALITY

The 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.

7. LIMITATION OF LIABILITY

To the maximum extent permitted by law, the Provider’s total liability for any claims arising out of or related to this Agreement shall not exceed the total fees paid by the Client to the Provider in the [___] months preceding the event giving rise to the claim.

8. GOVERNING LAW

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

9. ENTIRE AGREEMENT

This Agreement constitutes the entire understanding between the parties and supersedes all prior discussions, agreements, or understandings of any kind.

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

SERVICE PROVIDER

Signature: ___________________________

Name: [___________________________]

Title: [___________________________]

Date: [___________________________]

CLIENT

Signature: ___________________________

Name: [___________________________]

Title: [___________________________]

Date: [___________________________]

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EXHIBIT A: DESCRIPTION OF SERVICES

[Insert detailed description of services to be provided here]