Service Level Agreement Template Pdf

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: ________________________________________________ Located at: ________________________________________________ ("Provider")

CLIENT: ________________________________________________ Located at: ________________________________________________ ("Client")

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1. SCOPE OF SERVICES

The Provider agrees to perform the following services for the Client: ________________________________________________________________________________ ________________________________________________________________________________

2. PERFORMANCE STANDARDS

The Provider shall perform the services in accordance with the following metrics:

• Availability: ____% uptime during business hours.
• Response Time: Initial response to support inquiries shall be within ____ hours.
• Resolution Time: Critical issues shall be resolved within ____ hours.

3. PAYMENT TERMS

In consideration for the services provided, the Client shall pay the Provider as follows:

• Service Fee: ____________________ (USD)
• Payment Schedule: ________________________________________________
• Late Fees: Payments not received within ____ days of the due date shall incur a late fee of ____%.

4. TERM AND TERMINATION

This Agreement shall commence on the Effective Date and remain in effect for a period of ______ months/years. Either party may terminate this Agreement upon ____ days’ written notice if the other party commits a material breach of any term or condition.

5. CONFIDENTIALITY

The Provider acknowledges that in the course of performing services, they may have access to Confidential Information of the Client. The Provider agrees to maintain the strict confidentiality of all such information and shall not disclose it to any third party without prior written consent.

6. LIMITATION OF LIABILITY

In no event shall the Provider’s total liability under this Agreement exceed the total fees paid by the Client to the Provider during the ____ month period immediately preceding the event giving rise to the claim.

7. 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 subject to the exclusive jurisdiction of the courts located in ____________________.

8. ENTIRE AGREEMENT

This Agreement constitutes the entire agreement 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 Agreement as of the date first written above.

FOR: SERVICE PROVIDER

Signature: ___________________________

Name: ______________________________

Title: _______________________________

Date: _______________________________

FOR: CLIENT

Signature: ___________________________

Name: ______________________________

Title: _______________________________

Date: _______________________________