Simple Service Level Agreement Template Word

SERVICE LEVEL AGREEMENT

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

SERVICE PROVIDER: [___________], a [___________] organized under the laws of [___________], with its principal place of business located at [___________] ("Provider"),

AND

CLIENT: [___________], a [___________] organized under the laws of [___________], with its principal place of business located at [___________] ("Client").

(Collectively, the "Parties").

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1. SCOPE OF SERVICES

The Provider shall perform the services as defined in Exhibit A attached hereto (the "Services"). The Provider shall perform such Services in a professional manner, consistent with industry standards and the requirements set forth in this Agreement.

2. SERVICE LEVEL OBJECTIVES (SLO)

The Provider commits to meeting the following performance standards:

• Availability/Uptime: The Provider shall ensure the Services are available at least [___________]% of the time, excluding scheduled maintenance.
• Response Time: Provider shall respond to all support requests within [___________] hours/days.
• Resolution Time: Provider shall use commercially reasonable efforts to resolve critical issues within [___________] hours of notification.

3. COMPENSATION AND PAYMENT

In consideration for the Services provided, the Client agrees to pay the Provider as follows:

• Fees: A total fee of [___________] (Currency: [___________]).
• Payment Terms: Invoices shall be submitted [___________] and must be paid by the Client within [___________] days of receipt.
• Late Payments: Overdue payments shall accrue interest at a rate of [___________]% per month.

4. TERM AND TERMINATION

• Term: This Agreement shall commence on the Effective Date and remain in effect for a period of [___________] months/years.
• Termination for Convenience: Either party may terminate this Agreement upon [___________] days' prior written notice to the other party.
• Termination for Cause: Either party may terminate this Agreement immediately if the other party commits a material breach of any provision herein and fails to cure such breach within [___________] days of receiving written notice.

5. CONFIDENTIALITY

The Parties agree that any non-public, proprietary, or confidential information exchanged during the term of this Agreement shall be protected and not disclosed to any third party without the express written consent of the disclosing party.

6. LIMITATION OF LIABILITY

To the maximum extent permitted by applicable law, in no event shall the Provider’s total liability arising out of or related to this Agreement exceed the total fees paid by the Client under this Agreement during the [___________] month period preceding the event giving rise to the claim.

7. GOVERNING LAW

This Agreement shall be governed by and construed in accordance with the laws of the jurisdiction of [___________], without regard to its conflict of law principles.

8. ENTIRE AGREEMENT

This Agreement, including any exhibits, constitutes the entire understanding between the Parties regarding the subject matter hereof and supersedes all prior agreements, whether written or oral.

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

SERVICE PROVIDER

Signature: ___________________________

Name: [___________]

Title: [___________]

Date: [___________]

CLIENT

Signature: ___________________________

Name: [___________]

Title: [___________]

Date: [___________]