Service Level Agreement (SLA)

Effective Date: [Date]

Parties:

• [Company Name] (“Company”)
• [Service Provider’s Name] (“Service Provider”)

Purpose:

This Service Level Agreement (SLA) defines the expected service standards and performance metrics for the services provided by the Service Provider to the Company. It aims to ensure that both parties meet their respective obligations and that the services are delivered in accordance with agreed-upon standards.

Services Covered:

[List of services covered by the SLA]

Service Standards:

Performance Metrics:

• [List of performance metrics for each service]

Level of Service (LOS):

• [Percentage] uptime or availability
• [Response time targets]
• [Error tolerance levels]

Service Level Objectives:

• [List of service level objectives]

Responsibilities:

• Company:

  • Provide clear and concise documentation of service requirements.
  • Monitor service performance regularly.
  • Escalate any service issues to the Service Provider promptly.

• Service Provider:

  • Deliver services in accordance with the SLA.
  • Respond to service issues in a timely and satisfactory manner.
  • Maintain service infrastructure and equipment to ensure reliability.

Term and Termination:

• This SLA shall remain in effect for [Term] from the Effective Date.
• Either party may terminate the SLA by providing written notice to the other party.
• Termination shall be effective upon the specified notice period.

Resolution of Issues:

• Any issues arising under this SLA should be reported to the Service Provider immediately.
• The Service Provider will work with the Company to resolve issues in a timely and satisfactory manner.

Other Provisions:

• Force majeure: Neither party shall be held liable for any failure to meet the SLA due to force majeure circumstances.
• Confidentiality: Both parties will maintain confidentiality of each other’s information.
• Compliance: The Service Provider will comply with all applicable laws and regulations.

Signatures:

• [Company Representative’s Signature]
• [Service Provider Representative’s Signature]

Date: [Date]