Service Level Agreement Template Free Download Word

SERVICE LEVEL AGREEMENT

This Service Level Agreement (the “Agreement”) is entered into as of [___________] (the “Effective Date”) by and between:

SERVICE PROVIDER: [___________], with its principal place of business located at [___________] (“Provider”), and

CLIENT: [___________], with its principal place of business located at [___________] (“Client”).

Collectively referred to as the “Parties.”

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1. SCOPE OF SERVICES

The Provider agrees to perform the services described in Exhibit A (the “Services”) in accordance with the standards and performance metrics set forth herein.

2. TERM

This Agreement shall commence on the Effective Date and shall continue in full force and effect for a period of [___________] months/years, unless terminated earlier in accordance with the provisions herein.

3. SERVICE LEVELS AND PERFORMANCE METRICS

The Provider shall provide the Services at the following performance levels:

4. MONITORING AND REPORTING

The Provider shall monitor the performance of the Services continuously. The Provider shall submit a performance report to the Client on a [___________] (e.g., monthly/quarterly) basis detailing the achievement of the metrics listed in Section 3.

5. SERVICE CREDITS

In the event that the Provider fails to meet the specified performance metrics, the Client shall be entitled to service credits as follows:

• Failure Type: [___________]
• Credit Amount: [___________]
• Maximum Credit: [___________] per [___________] period.

6. FEES AND PAYMENT

In consideration for the Services, the Client shall pay the Provider the amount of [___________] USD, payable on a [___________] basis. All invoices are due and payable within [___________] days of receipt.

7. CONFIDENTIALITY

Each Party agrees to protect the other Party’s confidential information with the same degree of care as it uses to protect its own confidential information of a similar nature, but in no event less than a reasonable degree of care.

8. TERMINATION

Either Party may terminate this Agreement upon [___________] days’ written notice if the other Party commits a material breach of this Agreement and fails to cure such breach within [___________] days of receiving written notice thereof.

9. LIMITATION OF LIABILITY

To the maximum extent permitted by law, the total liability of the Provider for any claims arising out of or related to this Agreement shall not exceed [___________].

10. GOVERNING LAW

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

11. 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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SIGNATURES

IN WITNESS WHEREOF, the Parties have executed this Service Level Agreement as of the Effective Date.

SERVICE PROVIDER

Signature: ___________________________ Name: [___________] Title: [___________] Date: [___________]

CLIENT

Signature: ___________________________ Name: [___________] Title: [___________] Date: [___________]

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EXHIBIT A: DESCRIPTION OF SERVICES

[Insert detailed description of scope, deliverables, and exclusions here]