Service Level Agreement Template It Support

SERVICE LEVEL AGREEMENT (SLA)

THIS SERVICE LEVEL AGREEMENT (the "Agreement") is entered into as of this ______ day of ________, 20 (the "Effective Date"), by and between:

SERVICE PROVIDER: Name: __________________________________________________ Address: ________________________________________________ (Hereinafter referred to as the "Provider")

CLIENT: Name: __________________________________________________ Address: ________________________________________________ (Hereinafter referred to as the "Client")

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1. SCOPE OF SERVICES

The Provider agrees to furnish IT support services to the Client as described in the attached Exhibit A (the "Services"). Any modification to the scope of services must be agreed upon in writing by both parties.

2. SERVICE AVAILABILITY AND UPTIME

The Provider shall use commercially reasonable efforts to ensure the Client’s IT systems achieve a monthly uptime of ______%.

• Excluded Downtime: Uptime calculations shall exclude scheduled maintenance (conducted between the hours of ______ and ______), force majeure events, or issues resulting from Client’s hardware or third-party software beyond the Provider’s control.

3. INCIDENT RESPONSE AND RESOLUTION

The Provider shall categorize and address support requests based on the following priority levels:

4. FEES AND PAYMENT TERMS

In consideration for the Services, the Client shall pay the Provider the amount of $__________ per [month/year]. Payment shall be due within ______ days of the date of the invoice. Overdue payments shall accrue interest at a rate of ______% per annum.

5. TERM AND TERMINATION

• Term: This Agreement shall remain in effect for a period of ______ months, beginning on the Effective Date.
• Termination for Cause: Either party may terminate this Agreement upon ______ days' written notice if the other party commits a material breach.
• Termination for Convenience: Either party may terminate this Agreement with ______ days' prior written notice.

6. CONFIDENTIALITY

The Provider acknowledges that it may have access to the Client’s confidential data. The Provider agrees to maintain the confidentiality of all such information and shall not disclose it to any third party without prior written consent, except as required by law.

7. LIMITATION OF LIABILITY

To the maximum extent permitted by applicable law, the Provider’s total aggregate liability under this Agreement shall not exceed the total fees paid by the Client to the Provider during the ______-month period preceding the claim.

8. GOVERNING LAW

This Agreement shall be governed by and construed in accordance with the laws of the State/Province of ____________________. Any disputes arising hereunder shall be resolved in the courts located in ____________________.

9. ENTIRE AGREEMENT

This Agreement, including any attached Exhibits, constitutes the entire agreement between the parties and supersedes all prior agreements, understandings, or representations.

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

SERVICE PROVIDER:

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

CLIENT:

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