Service Level Agreement Template Uk

SERVICE LEVEL AGREEMENT

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

BETWEEN:

1. [____________________________________], a company incorporated and registered in England and Wales with company number [________________] whose registered office is at [________________________________________________________] (the “Service Provider”); and

2. [____________________________________], a company incorporated and registered in England and Wales with company number [________________] whose registered office is at [________________________________________________________] (the “Client”).

(Each a “Party” and collectively the “Parties”).

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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 in relation to the services provided to the Client under the Master Services Agreement dated [________________] (the “Services”).

2. SERVICE AVAILABILITY

The Service Provider shall use all reasonable commercial efforts to ensure the Services are available [___________]% of the time, excluding Scheduled Maintenance.

• Scheduled Maintenance: The Service Provider shall provide at least [___________] hours’ notice for non-emergency maintenance.
• Emergency Maintenance: The Service Provider reserves the right to perform emergency maintenance as required, providing notice as soon as reasonably practicable.

3. SUPPORT SERVICES

The Service Provider shall provide technical support during the following hours:

• Support Hours: [] to [] (GMT/BST), Monday to Friday.
• Support Channels: [____________________________________] (e.g., Email/Ticketing Portal).

4. INCIDENT RESPONSE AND RESOLUTION

The Service Provider shall acknowledge and resolve incidents according to the following priority levels:

5. SERVICE CREDITS

In the event that the Service Provider fails to meet the defined Service Levels, the Client shall be entitled to a Service Credit calculated as follows:

• Failure to meet availability: []% of the monthly service fee for every []% below the target threshold.
• Claim Procedure: The Client must submit a written request for credits within [___________] days of the end of the month in which the failure occurred.

6. EXCLUSIONS

The Service Provider shall not be held liable for failure to meet service levels due to:

1. Force Majeure events.
2. Client’s failure to provide necessary access, information, or cooperation.
3. Failures caused by third-party software, hardware, or network infrastructure not managed by the Service Provider.

7. GOVERNING LAW AND JURISDICTION

This Agreement and any dispute or claim arising out of or in connection with it shall be governed by and construed in accordance with the laws of England and Wales. The Parties irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of this Agreement.

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SIGNATURES

IN WITNESS WHEREOF, the Parties have caused this Agreement to be executed by their duly authorised representatives as of the date first written above.

For and on behalf of [Service Provider Name]:

Signature: __________________________ Name: [] Title: []

For and on behalf of [Client Name]:

Signature: __________________________ Name: [] Title: []