Service Level Agreement Uk Template

SERVICE LEVEL AGREEMENT

THIS SERVICE LEVEL AGREEMENT (the “Agreement”) is made and entered into as of this [___] day of [___________], 20[__] (the “Effective Date”).

BETWEEN:

(1) [COMPANY NAME], a company incorporated and registered in England and Wales under company number [__________] whose registered office is at [________________________________________] (the “Service Provider”);

AND

(2) [CLIENT NAME], a company incorporated and registered in England and Wales under company number [__________] whose registered office is at [________________________________________] (the “Client”).

(Collectively referred to as the “Parties” and individually as a “Party”).

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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 in relation to the provision of [Specify Services] (the “Services”) to the Client.

2. SERVICE STANDARDS

The Service Provider agrees to perform the Services with reasonable skill and care, in accordance with the standards generally observed in the [Industry Name] industry for similar services.

3. SERVICE AVAILABILITY AND UPTIME

The Service Provider shall use all reasonable endeavours to ensure the Services are available [____]% of the time, excluding scheduled maintenance.

• Scheduled Maintenance: The Service Provider shall provide at least [____] hours' notice of any planned maintenance.
• Emergency Maintenance: The Service Provider may perform emergency maintenance as required, providing notification to the Client as soon as is reasonably practicable.

4. RESPONSE AND RESOLUTION TIMES

The Service Provider shall respond to service requests and incidents in accordance with the following priority levels:

5. FEES AND PAYMENT

The Client shall pay the Service Provider the sum of £[__________] (plus VAT) per [month/annum] for the Services. Invoices shall be payable within [____] days of the date of the invoice.

6. SERVICE CREDITS

In the event that the Service Provider fails to meet the agreed-upon service levels defined in Section 4, the Client shall be entitled to a service credit of [____]% of the monthly fee, capped at a maximum of [____]% per month.

7. TERM AND TERMINATION

This Agreement shall commence on the Effective Date and shall continue for a period of [____] months/years, unless terminated earlier by either Party giving [____] days' written notice to the other Party.

8. DATA PROTECTION

Each Party shall comply with its obligations under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. The Service Provider shall process personal data only in accordance with the instructions of the Client.

9. GOVERNING LAW AND JURISDICTION

This Agreement and any dispute or claim arising out of or in connection with it shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of this Agreement.

10. ENTIRE AGREEMENT

This Agreement constitutes the entire agreement between the Parties and supersedes all previous agreements, understandings, and arrangements between them in respect of the Services.

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

SIGNED for and on behalf of [COMPANY NAME]:

Signature: __________________________ Name: [__________________________] Title: [__________________________]

SIGNED for and on behalf of [CLIENT NAME]:

Signature: __________________________ Name: [__________________________] Title: [__________________________]