Service Level Agreement Template India

SERVICE LEVEL AGREEMENT

THIS SERVICE LEVEL AGREEMENT (the "Agreement") is entered into on this ______ day of ________, 20 (the "Effective Date"),

BY AND BETWEEN:

[Name of Service Provider], a company incorporated under the laws of India, having its registered office at ____________________________________________________ (hereinafter referred to as the "Service Provider", which expression shall, unless repugnant to the context or meaning thereof, be deemed to mean and include its successors and permitted assigns);

AND

[Name of Client], a company incorporated under the laws of India, having its registered office at ____________________________________________________ (hereinafter referred to as the "Client", which expression shall, unless repugnant to the context or meaning thereof, be deemed to mean and include its successors and permitted assigns).

(The Service Provider and the Client are individually referred to as a "Party" and collectively as the "Parties").

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1. SCOPE OF SERVICES

The Service Provider agrees to provide the services described in Annexure A (the "Services"). The Parties agree that the Service Provider shall perform the Services in accordance with the standards and timelines set forth in this Agreement.

2. SERVICE LEVELS AND PERFORMANCE METRICS

The Service Provider shall maintain the following service levels (the "Service Levels"):

• Availability: The Services shall maintain an uptime of at least ______%.
• Response Time: The Service Provider shall respond to support requests within ______ hours.
• Resolution Time: Critical issues shall be resolved within ______ business days.

3. SERVICE CREDITS

In the event the Service Provider fails to meet the specified Service Levels, the Client shall be entitled to a Service Credit of ______% of the monthly service fee, provided that such credit shall not exceed ______% of the total monthly invoice.

4. TERM AND TERMINATION

• Term: This Agreement shall be valid for a period of ______ years/months, commencing from the Effective Date, unless terminated earlier.
• Termination: Either Party may terminate this Agreement by providing ______ days' prior written notice to the other Party.
• Termination for Cause: Either Party may terminate this Agreement immediately upon written notice if the other Party commits a material breach that remains uncured for a period of ______ days following receipt of notice.

5. PAYMENT TERMS

The Client shall pay the Service Provider a fee of INR ____________ per [Month/Quarter/Annum] plus applicable Goods and Services Tax (GST). Payments shall be made within ______ days of the receipt of a valid invoice.

6. CONFIDENTIALITY

Each Party agrees to keep all proprietary information disclosed during the term of this Agreement confidential and shall not disclose such information to any third party without prior written consent, except as required by law.

7. LIMITATION OF LIABILITY

To the maximum extent permitted by applicable Indian law, neither Party shall be liable for any indirect, incidental, or consequential damages. The total aggregate liability of the Service Provider under this Agreement shall not exceed the total fees paid by the Client in the ______ months preceding the claim.

8. GOVERNING LAW AND DISPUTE RESOLUTION

• Governing Law: This Agreement shall be governed by and construed in accordance with the laws of India.
• Dispute Resolution: Any dispute arising out of or in connection with this Agreement shall be subject to the exclusive jurisdiction of the courts located in ____________, India. If requested by either Party, the dispute shall first be referred to arbitration in accordance with the Arbitration and Conciliation Act, 1996.

9. MISCELLANEOUS

This Agreement constitutes the entire understanding between the Parties. No modification of this Agreement shall be valid unless in writing and signed by both Parties.

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

For and on behalf of [Service Provider]

Name: ______________________ Designation: ________________ Date: _______________________

(Signature/Seal)

For and on behalf of [Client]

Name: ______________________ Designation: ________________ Date: _______________________

(Signature/Seal)

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ANNEXURE A: SCOPE OF SERVICES

[Insert detailed description of services, technical specifications, and deliverables here.]