Service Level Agreement Template Word Document

SERVICE LEVEL AGREEMENT (SLA)

THIS SERVICE LEVEL AGREEMENT (the "Agreement") is made and entered into as of this ______ day of ___________, 20___ (the "Effective Date"), by and between:

SERVICE PROVIDER: ________________________________ (the "Provider"), a corporation organized and existing under the laws of ___________, with its principal place of business located at ________________________________.

CLIENT: ________________________________ (the "Client"), a corporation organized and existing under the laws of ___________, with its principal place of business located at ________________________________.

The Provider and the Client may be referred to individually as a "Party" and collectively as the "Parties."

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1. SCOPE OF SERVICES

The Provider agrees to deliver the following services (the "Services") as detailed in the attached Statement of Work (SOW): ____________________________________________________________________________________________________ ____________________________________________________________________________________________________

2. PERFORMANCE STANDARDS

The Provider shall perform the Services in a professional and workmanlike manner, in accordance with the industry standards applicable to the nature of the Services. The Provider warrants a target Service Availability level of ____%.

3. SERVICE LEVELS AND METRICS

The Provider shall adhere to the following performance metrics:

4. SERVICE CREDITS

In the event that the Provider fails to meet the established Service Levels, the Client shall be entitled to service credits calculated as follows: ____________________________________________________________________________________________________ Service credits shall be the Client’s sole and exclusive remedy for any failure to meet the specified Service Levels.

5. TERM AND TERMINATION

This Agreement shall commence on the Effective Date and shall continue for a period of ______ months/years. Either party may terminate this Agreement upon ______ days' written notice in the event of a material breach by the other party that remains uncured.

6. COMPENSATION

In consideration for the Services, the Client shall pay the Provider the amount of ___________ (Currency: ___), payable on a ___________ (e.g., monthly/quarterly) basis, subject to the terms set forth in the invoice.

7. CONFIDENTIALITY

Each Party agrees to hold in strict confidence all non-public, proprietary, or confidential information of the other Party acquired during the term of this Agreement and shall not disclose such information to any third party without prior written consent.

8. LIMITATION OF LIABILITY

To the maximum extent permitted by applicable law, neither party shall be liable for any indirect, incidental, or consequential damages arising out of this Agreement. The total aggregate liability of the Provider shall not exceed ___________.

9. GOVERNING LAW

This Agreement shall be governed by and construed in accordance with the laws of the jurisdiction of ________________________________.

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SIGNATURES

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

SERVICE PROVIDER

Signature: __________________________ Name: ___________________________ Title: ____________________________ Date: ____________________________

CLIENT

Signature: __________________________ Name: ___________________________ Title: ____________________________ Date: ____________________________