Service Level Agreement Template Word Download

SERVICE LEVEL AGREEMENT

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

SERVICE PROVIDER: [________________________________________________] (“Provider”), with its principal place of business located at [________________________________________________].

CLIENT: [________________________________________________] (“Client”), with its principal place of business located at [________________________________________________].

(Collectively referred to as the “Parties”).

---

1. SCOPE OF SERVICES

The Provider agrees to furnish the following services to the Client: [____________________________________________________________________________________________________] (the “Services”). Any deviations or additional services shall be governed by a separate Change Order signed by both Parties.

2. PERFORMANCE STANDARDS

The Provider warrants that the Services shall be performed in a professional manner, consistent with industry standards. The Provider commits to the following Service Levels:

• Availability/Uptime: The Services shall be available [____]% of the time, excluding scheduled maintenance.
• Response Time: Technical support inquiries shall receive an initial response within [____] hours.
• Resolution Time: Critical incidents shall be resolved within [____] hours of notification.

3. PAYMENT TERMS

In consideration for the Services, the Client shall pay the Provider a fee of [____________________] (Currency: [____]), payable as follows: [____________________________________________________________________________________________________]

4. TERM AND TERMINATION

This Agreement shall commence on the Effective Date and 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.

5. SERVICE CREDITS

In the event the Provider fails to meet the Service Levels defined in Section 2, the Client shall be entitled to a service credit calculated as follows: [____________________________________________________________________________________________________]

6. CONFIDENTIALITY

Each party acknowledges that it may receive confidential information from the other. Both parties agree to protect such information with the same degree of care as they use for their own confidential information and shall not disclose it to third parties without prior written consent.

7. LIMITATION OF LIABILITY

Except for instances of gross negligence or willful misconduct, the aggregate liability of the Provider under this Agreement shall not exceed the total fees paid by the Client in the [____] months preceding the claim.

8. GOVERNING LAW

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

9. ENTIRE AGREEMENT

This document constitutes the entire agreement between the Parties and supersedes all prior discussions, representations, or agreements, whether written or oral.

---

SIGNATURES

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

SERVICE PROVIDER

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

CLIENT

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