Service Level Agreement Template Uk Free

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 under company number [_______], whose registered office is at [____________________________________________] (the “Service Provider”); and

2. [____________________________________], a company incorporated and registered in England and Wales under company number [_______], whose registered office is at [____________________________________________] (the “Customer”).

(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 regarding the provision of [________________________________] services to the Customer. This Agreement forms an integral part of the overarching Service Contract dated [________________].

2. SERVICE DEFINITIONS

The Service Provider shall provide the following services (the “Services”):

• [________________________________________________]
• [________________________________________________]
• [________________________________________________]

3. SERVICE AVAILABILITY AND UPTIME

The Service Provider shall use commercially reasonable efforts to ensure the Services are available for [___________]% of the time during each calendar month (the “Service Level Target”), excluding Scheduled Maintenance.

3.1 Scheduled Maintenance: The Service Provider will provide at least [___________] hours' prior written notice for any planned maintenance.

4. SERVICE REQUESTS AND SUPPORT

The Service Provider shall provide support during the following Business Hours: [] to [] (UK Time), Monday through Friday.

4.1 Response Times: Upon receipt of a support request, the Service Provider shall respond according to the following priority levels:

• Priority 1 (Critical): [___________] hours.
• Priority 2 (High): [___________] hours.
• Priority 3 (Standard): [___________] hours.

5. SERVICE CREDITS

In the event that the Service Provider fails to meet the Service Level Target, the Customer shall be entitled to a Service Credit calculated as follows:

• [____________________________________________]. The total Service Credits in any calendar month shall not exceed [_______]% of the monthly service fees.

6. CUSTOMER RESPONSIBILITIES

The Customer agrees to:

• Provide timely access to necessary data, systems, and personnel.
• Notify the Service Provider of any service issues in accordance with the support protocol set out in Section 4.
• Pay all applicable fees by the due date of [___________] days from the date of invoice.

7. TERM AND TERMINATION

This Agreement shall commence on the Effective Date and shall continue for a period of [___________] [months/years], unless terminated earlier in accordance with the terms of the master service contract.

8. GOVERNING LAW AND JURISDICTION

This Agreement and any dispute or claim arising out of or in connection with it or its subject matter or formation shall be governed by and construed in accordance with the law of England and Wales. The courts of England and Wales shall have exclusive jurisdiction.

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SIGNATORIES

IN WITNESS WHEREOF, the Parties have caused this Agreement to be executed by their duly authorised representatives.

For and on behalf of the Service Provider:

Signature: __________________________ Name: [] Title: [__________________________] Date: [___]

For and on behalf of the Customer:

Signature: __________________________ Name: [] Title: [__________________________] Date: [___]