Service Level Agreement Template South Africa

SERVICE LEVEL AGREEMENT

THIS SERVICE LEVEL AGREEMENT (the “Agreement”) is entered into on this ______ day of _______________ 20____ (the “Effective Date”).

BETWEEN:

[__________________________________], a company incorporated under the laws of South Africa, with registration number [________________] and having its principal place of business at [________________________________] (hereinafter referred to as the “Service Provider”);

AND

[__________________________________], a company incorporated under the laws of South Africa, with registration number [________________] and having its principal place of business 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

The purpose of this Agreement is to define the service standards, performance metrics, and responsibilities of the Service Provider regarding the provision of [__________________________________] services to the Client as detailed in Annexure A.

2. TERM

This Agreement shall commence on the Effective Date and shall continue for a period of [______] months/years, unless terminated earlier in accordance with the provisions herein.

3. SERVICE LEVELS

The Service Provider warrants that the services shall be rendered with reasonable care and skill, in accordance with the following performance metrics:

• Availability: [______]% uptime.
• Response Time: [______] hours/days for critical issues.
• Resolution Time: [______] hours/days for standard requests.

4. PAYMENT TERMS

In consideration for the services, the Client shall pay the Service Provider the sum of R[] (excluding VAT) per [monthly/annually]. Payment shall be made within [] days of receipt of a valid tax invoice. Late payments shall accrue interest at the prevailing prime lending rate plus []%.

5. CONFIDENTIALITY

Each Party acknowledges that it may receive confidential information belonging to the other. Both Parties undertake to keep such information strictly confidential and shall not disclose it to any third party without prior written consent, except as required by the laws of South Africa (including POPIA compliance).

6. LIMITATION OF LIABILITY

To the extent permitted by South African law, the total aggregate liability of the Service Provider for any claims arising out of this Agreement, whether in contract, delict, or otherwise, shall be limited to the fees paid by the Client to the Service Provider in the [______] months preceding the claim.

7. TERMINATION

Either Party may terminate this Agreement by providing [] days’ written notice to the other Party. In the event of a material breach, the non-breaching Party may terminate this Agreement immediately if the breach remains uncured for [] days after written notice.

8. DISPUTE RESOLUTION

Any dispute arising out of or in connection with this Agreement shall, in the first instance, be referred to senior management of both Parties for negotiation. If the dispute remains unresolved for [______] days, it shall be referred to arbitration in [City, South Africa] in accordance with the rules of the Arbitration Foundation of Southern Africa (AFSA).

9. GOVERNING LAW

This Agreement shall be governed by and construed in accordance with the laws of the Republic of South Africa.

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SIGNATURES

SIGNED at __________________________ on this ______ day of _______________ 20____.

For and on behalf of the Service Provider:

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(Signature) Name: [] Capacity: []

For and on behalf of the Client:

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(Signature) Name: [] Capacity: []

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ANNEXURE A: SCOPE OF SERVICES

[Detail specific services, project milestones, and deliverables here]

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