Service Level Agreement Template Ppt

SERVICE LEVEL AGREEMENT (SLA)

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

SERVICE PROVIDER: ________________________________ (the "Provider"), with its principal place of business located at ________________________________.

CLIENT: ________________________________ (the "Client"), with its principal place of business located at ________________________________.

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1. PURPOSE AND SCOPE

The purpose of this Agreement is to define the standards of service, performance metrics, and responsibilities of the Provider in relation to the services provided to the Client under the Master Services Agreement dated ___________ (the "Underlying Agreement").

2. SERVICES PROVIDED

The Provider shall deliver the following services (collectively, the "Services"):

• __________________________________________________________________
• __________________________________________________________________
• __________________________________________________________________

3. SERVICE PERFORMANCE STANDARDS

The Provider commits to maintaining the following performance metrics:

4. SERVICE CREDITS

In the event that the Provider fails to meet the performance standards set forth in Section 3, the Client shall be entitled to service credits as follows:

• Failure Condition: ________________________________________________
• Credit Amount: ________________________________________________
• Maximum Credit: Not to exceed ______% of the monthly service fee.

5. REPORTING AND REVIEW

The Provider shall submit a performance report to the Client on a ______ (e.g., monthly/quarterly) basis. Both parties agree to meet on a ______ basis to review the performance metrics and adjust service standards as necessary.

6. EXCLUSIONS

Service levels shall not apply to performance issues resulting from:

1. __________________________________________________________________
2. __________________________________________________________________
3. Force majeure events beyond the reasonable control of the Provider.

7. TERM AND TERMINATION

This Agreement shall remain in effect for a period of ______ years/months, commencing on the Effective Date. Either party may terminate this Agreement upon ______ days' written notice in the event of a material breach of the terms herein.

8. GOVERNING LAW

This Agreement shall be governed by and construed in accordance with the laws of the State/Province of ____________________.

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SIGNATURES

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

FOR THE PROVIDER:

Signature: ___________________________ Name: ______________________________ Title: _______________________________ Date: _______________________________

FOR THE CLIENT:

Signature: ___________________________ Name: ______________________________ Title: _______________________________ Date: _______________________________