Service Level Agreement Template Software Development

SOFTWARE DEVELOPMENT SERVICE LEVEL AGREEMENT (SLA)

This Software Development Service Level Agreement ("SLA") is entered into as of [___________] (the "Effective Date") by and between:

SERVICE PROVIDER: [________________________________________], with its principal place of business located at [________________________________________] ("Provider"), and

CLIENT: [________________________________________], with its principal place of business located at [________________________________________] ("Client").

Collectively referred to as the "Parties."

---

1. SCOPE OF SERVICES

The Provider agrees to perform software development, maintenance, and support services as defined in the attached Exhibit A: Statement of Work (SOW) (the "Services").

2. PERFORMANCE METRICS AND AVAILABILITY

The Provider shall use commercially reasonable efforts to meet the following performance standards:

• Uptime Guarantee: The software shall maintain an availability of [___]% per calendar month, excluding scheduled maintenance.
• Scheduled Maintenance: The Provider shall provide at least [___] hours of advance notice for non-emergency maintenance.
• Response Time: The Provider shall respond to support requests within the following timeframes:
  • Critical Priority: [___] hours.
  • High Priority: [___] hours.
  • Standard Priority: [___] business days.

3. SUPPORT LEVELS

The Provider shall categorize support requests as follows:

• Critical: Total system outage, severe data corruption, or loss of mission-critical functionality.
• High: Significant performance degradation or partial loss of functionality.
• Standard: Minor bugs, general inquiries, or non-critical feature requests.

4. SERVICE CREDITS

In the event the Provider fails to meet the Uptime Guarantee, the Client shall be entitled to a service credit calculated as follows:

• [___]% to [___]% Uptime: [___]% of monthly fee.
• Below [___]% Uptime: [___]% of monthly fee.
• Total monthly credits shall not exceed [___]% of the total monthly service fee paid by the Client.

5. EXCLUSIONS

Service credits shall not apply to performance issues resulting from:

• Force Majeure events.
• Third-party software, hardware, or network failures outside the Provider's control.
• Unauthorized modifications or misuse of the software by the Client.
• Client's failure to adhere to system requirements or security protocols.

6. TERM AND TERMINATION

This SLA shall remain in effect for a period of [___________] months/years. Either party may terminate this agreement upon [___] days' written notice in the event of a material breach that remains uncured.

7. LIMITATION OF LIABILITY

EXCEPT AS EXPRESSLY PROVIDED HEREIN, THE SERVICES ARE PROVIDED "AS IS." TO THE MAXIMUM EXTENT PERMITTED BY LAW, THE PROVIDER’S TOTAL AGGREGATE LIABILITY UNDER THIS SLA SHALL NOT EXCEED THE TOTAL AMOUNT PAID BY CLIENT TO PROVIDER DURING THE [___] MONTHS PRECEDING THE CLAIM.

8. GOVERNING LAW

This agreement shall be governed by the laws of [________________________________________]. Any disputes arising hereunder shall be subject to the exclusive jurisdiction of the courts in [________________________________________].

---

SIGNATURES

In witness whereof, the parties have executed this Agreement as of the Effective Date first written above.

FOR PROVIDER:

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

FOR CLIENT:

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

---

EXHIBIT A: STATEMENT OF WORK (SOW)

(Attach detailed requirements, milestones, and deliverables here)