Nov 223 min read

Service Level Agreement (SLA) Template

This Service Level Agreement ("Agreement") is entered into as of [Insert Date], by and between:

Service Provider: [Insert Provider Name]Address: [Insert Address]

Client: [Insert Client Name]Address: [Insert Address]

The Service Provider and Client are collectively referred to as the "Parties."

Purpose and Scope

1.1 The purpose of this Agreement is to define the level of service the Service Provider will deliver to the Client.

1.2 This Agreement outlines the services, performance standards, responsibilities, and penalties for non-compliance.

Services Provided

The Service Provider agrees to deliver the following services:[List detailed services, e.g., IT support, software maintenance, data hosting, etc.]

Service Performance Standards

3.1 Uptime The Service Provider guarantees an uptime of [e.g., 99.9%], measured monthly.

3.2 Response Time The Service Provider will respond to service requests within:

Critical issues: [Insert Time, e.g., 1 hour]
High-priority issues: [Insert Time, e.g., 4 hours]
Low-priority issues: [Insert Time, e.g., 24 hours]

3.3 Resolution Time The Service Provider will resolve issues within:

Critical issues: [Insert Time]
High-priority issues: [Insert Time]
Low-priority issues: [Insert Time]

Client Responsibilities

The Client agrees to:

Provide access to necessary systems and resources required for the Service Provider to perform its duties.
Notify the Service Provider promptly of any issues requiring support.
Ensure compliance with the Service Provider’s usage policies.

Measurement and Reporting

5.1 The Service Provider will track and measure performance using:[Specify tools, methods, or metrics used to monitor performance, e.g., monitoring software, ticketing system.]

5.2 The Service Provider will provide performance reports to the Client on a [e.g., monthly/quarterly] basis.

Penalties for Non-Compliance

6.1 If the Service Provider fails to meet the agreed performance standards, the following penalties apply:

Uptime violations: [e.g., Service credits equal to X% of the monthly fee for every 0.1% below 99.9%.]
Response/resolution time violations: [e.g., Service credits equal to X% of the monthly fee per incident.]

6.2 The Client must notify the Service Provider of any breaches within [Insert Timeframe, e.g., 7 days] for penalties to apply.

Term and Termination

7.1 This Agreement shall commence on [Start Date] and remain in effect for [Insert Term, e.g., 12 months], unless terminated earlier as outlined below.

7.2 Either Party may terminate this Agreement with [Insert Notice Period, e.g., 30 days] written notice.

7.3 Termination for cause may occur immediately if either Party breaches the Agreement and fails to rectify the breach within [Insert Timeframe, e.g., 14 days].

Escalation Process

8.1 In the event of unresolved issues, the following escalation steps will apply:

Step 1: [e.g., Notify assigned Service Manager within 1 business day.]
Step 2: [e.g., Escalate to Senior Management if unresolved within 3 business days.]
Step 3: [e.g., Initiate mediation/arbitration if still unresolved.]

Confidentiality

The Service Provider and Client agree to maintain the confidentiality of all sensitive and proprietary information shared during the term of this Agreement.

Amendments

This Agreement may only be amended in writing, signed by both Parties.

Governing Law

This Agreement shall be governed by the laws of the State of [Insert State], without regard to its conflict of law principles.

Acknowledgment

By signing below, both Parties acknowledge that they have read and understood this Agreement and agree to its terms.

Service Provider Signature:

Name: [Insert Name]Title: [Insert Title]Date: [Insert Date]

Client Signature: