What Are the Service Level Agreement

SERVICE LEVEL AGREEMENT (SLA)

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

BETWEEN:

[___________], a corporation organized and existing under the laws of [___________], with its principal place of business located at [___________] (the "Service Provider").

AND

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

(Collectively, the "Parties").

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1. PURPOSE AND SCOPE

The purpose of this Agreement is to define the service levels, performance standards, and responsibilities for the services provided by the Service Provider to the Client under the Master Services Agreement dated [___________].

2. SERVICE DESCRIPTION

The Service Provider shall provide the following services (the "Services"): [____________________________________________________________________________________]

3. SERVICE AVAILABILITY AND UPTIME

The Service Provider shall maintain a service availability uptime of [___]%. Uptime is calculated as: [____________________________________________________________________________________]

4. PERFORMANCE METRICS AND TARGETS

The Service Provider commits to the following Key Performance Indicators (KPIs):

5. INCIDENT RESPONSE AND RESOLUTION

In the event of a service degradation or failure, the Service Provider shall adhere to the following response times:

• Priority 1 (Critical): Response within [___] hours.
• Priority 2 (High): Response within [___] hours.
• Priority 3 (Standard): Response within [___] hours.

6. SERVICE CREDITS

Should the Service Provider fail to meet the defined service levels, the Client shall be entitled to service credits calculated as follows: [____________________________________________________________________________________]

7. EXCLUSIONS

This Agreement shall not apply to performance issues resulting from:

• Force Majeure events;
• Client-side hardware or software failures;
• Third-party network outages beyond the control of the Service Provider.

8. TERM AND TERMINATION

This Agreement shall remain in effect for a period of [___________] months/years, commencing on the Effective Date. Either party may terminate this Agreement upon [___________] days’ written notice in the event of a material breach that remains uncured.

9. GOVERNING LAW

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

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SIGNATURES

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

SERVICE PROVIDER:

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

CLIENT:

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