Standard Service Level Agreement Template Word

SERVICE LEVEL AGREEMENT

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

SERVICE PROVIDER: [________________________________________], located at [______________________________________________________________________] (“Provider”), and

CLIENT: [________________________________________], located at [______________________________________________________________________] (“Client”).

Collectively, the Provider and the Client shall be referred to as the “Parties.”

---

1. SCOPE OF SERVICES

The Provider agrees to perform the following services for the Client: [__________________________________________________________________________________________] [__________________________________________________________________________________________]

2. TERM

This Agreement shall commence on [___________] and continue until [___________], unless terminated earlier in accordance with the provisions herein.

3. SERVICE AVAILABILITY & UPTIME

The Provider shall use commercially reasonable efforts to ensure the services are available [___________]% of the time, excluding scheduled maintenance.

• Scheduled Maintenance: Provider shall provide at least [___________] hours/days of notice prior to any scheduled maintenance.
• Emergency Maintenance: Provider shall notify Client as soon as is reasonably practicable regarding emergency service outages.

4. SERVICE RESPONSE TIMES

The Provider shall acknowledge and respond to support requests based on the following priority levels:

5. COMPENSATION

In consideration for the services provided, the Client agrees to pay the Provider:

• Fees: [________________________________________]
• Payment Terms: Invoices shall be issued [___________] and payable within [___________] days of receipt.

6. SERVICE CREDITS

In the event that the Provider fails to meet the uptime or response time requirements set forth in Sections 3 and 4, the Client shall be entitled to a service credit calculated as follows: [__________________________________________________________________________________________]

7. CONFIDENTIALITY

Each party agrees to hold in confidence all proprietary information shared during the term of this Agreement and shall not disclose such information to any third party without prior written consent, except as required by law.

8. TERMINATION

Either party may terminate this Agreement upon [___________] days’ written notice if the other party commits a material breach of this Agreement and fails to cure such breach within the notice period.

9. LIMITATION OF LIABILITY

Except for cases of gross negligence or willful misconduct, the total liability of the Provider for any claim arising out of or related to this Agreement shall not exceed the total fees paid by the Client in the [___________] months preceding the event giving rise to the claim.

10. GOVERNING LAW

This Agreement shall be governed by and construed in accordance with the laws of the State/Province of [___________].

---

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: [___________________________]