Service Level Agreement Template Word Free Download

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: ________________________________________, a company organized and existing under the laws of ________________, with its principal place of business at ________________________________________________ (the "Provider"),

AND

CLIENT: ________________________________________, a company organized and existing under the laws of ________________, with its principal place of business at ________________________________________________ (the "Client").

The Provider and 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 perform the following services for the Client:

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(collectively, the "Services").

2. SERVICE LEVELS AND PERFORMANCE METRICS

The Provider shall strive to meet the following performance standards:

• Availability: The Services shall be available ________% of the time, excluding scheduled maintenance.
• Response Time: The Provider shall acknowledge support requests within ________ hours.
• Resolution Time: Critical issues shall be resolved within ________ hours of notification.

3. MAINTENANCE

Scheduled maintenance shall be performed during the following window: ____________________. The Provider shall provide at least ________ days' advance notice to the Client regarding non-emergency maintenance.

4. FEES AND PAYMENT TERMS

In consideration for the Services, the Client shall pay the Provider the amount of $____________ (the "Fee"), payable as follows: ________________________________________________. Late payments shall be subject to a penalty of ________% per month.

5. TERM AND TERMINATION

This Agreement shall commence on the Effective Date and remain in effect for a period of ________ months/years. Either party may terminate this Agreement upon ________ days' written notice to the other party in the event of a material breach.

6. CONFIDENTIALITY

Each Party agrees to hold in confidence all proprietary or confidential information received from the other Party and shall use such information only for the purpose of performing its obligations under this Agreement.

7. LIMITATION OF LIABILITY

In no event shall the Provider’s total liability under this Agreement exceed the amount paid by the Client to the Provider in the ________ months preceding the event giving rise to the claim.

8. GOVERNING LAW

This Agreement shall be governed by and construed in accordance with the laws of ________________, without regard to its conflict of laws principles.

9. ENTIRE AGREEMENT

This Agreement constitutes the entire understanding between the Parties and supersedes all prior discussions, agreements, or understandings of any kind.

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

FOR THE PROVIDER:

Signature: ___________________________

Name: _______________________________

Title: ________________________________

Date: ________________________________

FOR THE CLIENT:

Signature: ___________________________

Name: _______________________________

Title: ________________________________

Date: ________________________________