Service Level Agreement Template Nigeria

SERVICE LEVEL AGREEMENT (SLA)

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

[SERVICE PROVIDER NAME], a company duly incorporated under the laws of the Federal Republic of Nigeria, with its registered office located at [______________________________________________________] (hereinafter referred to as the “Service Provider”);

AND

[CLIENT NAME], a company duly incorporated under the laws of the Federal Republic of Nigeria, with its registered office located at [______________________________________________________] (hereinafter referred to as the “Client”).

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

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1. PURPOSE AND SCOPE OF SERVICES

The Service Provider agrees to provide the following services (the “Services”) to the Client: [] []

2. SERVICE STANDARDS

The Service Provider shall perform the Services with reasonable skill, care, and diligence, in accordance with the professional standards applicable in the industry within the Federal Republic of Nigeria.

3. SERVICE LEVEL OBJECTIVES (SLO)

The Service Provider commits to the following performance metrics:

• Availability: The Services shall be available [____]% of the time, excluding scheduled maintenance.
• Response Time: The Service Provider shall respond to support requests within [____] hours/days.
• Resolution Time: Technical issues shall be resolved within [____] hours/days from the time of logging.

4. FEES AND PAYMENT TERMS

In consideration for the Services, the Client shall pay the Service Provider the sum of [Naira Amount: ₦____________] as follows:

• Payment Schedule: [______________________________________________________]
• Late Payment: Any payment not received within [] days of the due date shall attract a penalty of []% per month on the outstanding balance.

5. TERM AND TERMINATION

• Term: This Agreement shall commence on the Effective Date and shall remain in force for a period of [____] months/years unless terminated earlier.
• Termination for Cause: Either Party may terminate this Agreement upon [____] days’ written notice if the other Party commits a material breach and fails to remedy said breach within the notice period.
• Termination for Convenience: Either Party may terminate this Agreement by giving [____] days’ prior written notice to the other Party.

6. CONFIDENTIALITY

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

7. LIMITATION OF LIABILITY

To the maximum extent permitted by Nigerian law, the Service Provider’s total liability arising out of or in connection with 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 the Federal Republic of Nigeria.
• Dispute Resolution: In the event of any dispute arising out of this Agreement, the Parties shall first attempt to resolve the matter amicably through negotiation. If the dispute remains unresolved for [____] days, it shall be submitted to binding arbitration in accordance with the Arbitration and Mediation Act 2023 of Nigeria.

9. FORCE MAJEURE

Neither Party shall be held liable for any failure to perform its obligations under this Agreement where such failure is caused by events beyond its reasonable control, including but not limited to acts of God, war, civil unrest, or government regulations.

10. ENTIRE AGREEMENT

This Agreement constitutes the entire understanding between the Parties and supersedes all prior agreements or representations, whether written or oral.

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

FOR: [SERVICE PROVIDER NAME]

Signature: __________________________ Name: _____________________________ Designation: ________________________ Date: ______________________________

FOR: [CLIENT NAME]

Signature: __________________________ Name: _____________________________ Designation: ________________________ Date: ______________________________

IN THE PRESENCE OF:

Witness Name: _______________________ Address: ____________________________ Signature: __________________________