Service Level Agreement Template South Africa Word Document

SERVICE LEVEL AGREEMENT (SLA)

THIS SERVICE LEVEL AGREEMENT (the "Agreement") is entered into on this [___] day of [___________], 20[___] (the "Effective Date").

BETWEEN:

[__________________________________] (Registration Number: [___________]), a company duly incorporated in accordance with the laws of the Republic of South Africa, with its registered address at [__________________________________] (hereinafter referred to as the "Service Provider");

AND

[__________________________________] (Registration Number: [___________]), a company duly incorporated in accordance with the laws of the Republic of South Africa, with its registered address 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").

---

1. PURPOSE AND SCOPE

The purpose of this Agreement is to define the service standards, performance metrics, and responsibilities of the Parties regarding the provision of [____________________] services to the Client by the Service Provider.

2. TERM

This Agreement shall commence on the Effective Date and shall remain in effect for a period of [___________] months, unless terminated earlier in accordance with the provisions of this Agreement.

3. SERVICE STANDARDS

The Service Provider agrees to perform the services with reasonable skill, care, and diligence, and in accordance with the following metrics:

• Availability: The service shall be available [___________]% of the time.
• Response Time: The Service Provider shall acknowledge requests within [___________] hours.
• Resolution Time: Technical issues shall be resolved within [___________] business days.

4. FEES AND PAYMENT

4.1 The Client shall pay the Service Provider a monthly fee of R[___________] (excluding VAT). 4.2 Payments shall be made within [___________] days of the date of a valid tax invoice. 4.3 Late payments shall accrue interest at the prevailing prime lending rate as charged by [___________] Bank, plus [___________]%.

5. CONFIDENTIALITY

Each Party shall maintain the confidentiality of all proprietary information disclosed by the other Party. This obligation shall survive the termination of this Agreement for a period of [___________] years.

6. 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 immediately upon written notice if the breach is not remedied within [___________] days of notification.

7. LIMITATION OF LIABILITY

To the maximum extent permitted by the laws of South Africa, the total liability of the Service Provider for any claims arising out of this Agreement shall not exceed the total fees paid by the Client in the [___________] months preceding the claim.

8. GOVERNING LAW AND JURISDICTION

This Agreement shall be governed by and construed in accordance with the laws of the Republic of South Africa. The Parties hereby consent to the non-exclusive jurisdiction of the [____________________] Division of the High Court of South Africa.

9. DOMICILIUM CITANDI ET EXECUTANDI

The Parties choose as their respective domicilium citandi et executandi for all purposes under this Agreement the addresses set out in the preamble above.

---

SIGNATURES

SIGNED at [____________________] on this [___] day of [___________] 20[___].

---

For and on behalf of the Service Provider (Duly authorized signatory) Name: [____________________] Title: [____________________]

SIGNED at [____________________] on this [___] day of [___________] 20[___].

---

For and on behalf of the Client (Duly authorized signatory) Name: [____________________] Title: [____________________]