Service Level Agreement Template Word Doc

SERVICE LEVEL AGREEMENT

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

SERVICE PROVIDER: [________________________________________], located at [______________________________________________________________________] (“Provider”), and

CLIENT: [________________________________________], located at [______________________________________________________________________] (“Client”).

Collectively referred to as the “Parties.”

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1. PURPOSE AND SCOPE

This SLA outlines the service standards, performance metrics, and responsibilities expected of the Provider in the delivery of the services described in the attached Exhibit A (“Services”).

2. SERVICE AVAILABILITY

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

• Scheduled Maintenance: Provider shall provide at least [___________] hours’ notice for any planned downtime.
• Emergency Maintenance: Provider shall notify the Client as soon as reasonably practicable regarding any emergency repairs required to maintain service integrity.

3. PERFORMANCE METRICS (SERVICE LEVEL OBJECTIVES)

Provider agrees to meet the following performance standards:

• Response Time: Initial response to critical support tickets shall be provided within [___________] hours.
• Resolution Time: Resolution or a documented workaround for critical issues shall be achieved within [___________] business days.
• Reporting: Provider shall submit a monthly performance report to the Client by the [___________] day of the following month.

4. SERVICE CREDITS

In the event that the Provider fails to meet the performance metrics defined in Section 3, the Client shall be entitled to a service credit as follows:

• Failure to meet availability targets: A credit of [___________]% of the monthly service fee for every [___________]% of downtime below the agreed-upon threshold.
• Maximum Credit: Service credits shall not exceed [___________]% of the total monthly service fee in any given billing cycle.

5. EXCLUSIONS

Provider shall not be held liable for failure to meet service levels caused by:

1. Force Majeure events (acts of God, war, strikes, etc.).
2. Issues caused by the Client’s hardware, software, or network configuration.
3. Third-party applications or services not under the direct control of the Provider.

6. TERM AND TERMINATION

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

7. LIMITATION OF LIABILITY

To the maximum extent permitted by applicable law, neither party shall be liable for any indirect, incidental, or consequential damages. The total liability of the Provider under this SLA shall not exceed the total fees paid by the Client to the Provider in the [___________] months preceding the claim.

8. GOVERNING LAW

This SLA shall be governed by and construed in accordance with the laws of the State/Jurisdiction of [___________].

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SIGNATURES

IN WITNESS WHEREOF, the parties have executed this Service Level Agreement as of the date first written above.

FOR PROVIDER:

Signature: ___________________________ Name: [___________________________] Title: [___________________________] Date: [___________________________]

FOR CLIENT:

Signature: ___________________________ Name: [___________________________] Title: [___________________________] Date: [___________________________]

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EXHIBIT A: DESCRIPTION OF SERVICES

[Insert detailed description of the services, deliverables, and specific scope of work here.]