Service Level Agreement (SLA) Template

SERVICE LEVEL AGREEMENT (SLA) This Service Level Agreement ("SLA") is entered into on [DATE] between [SERVICE_PROVIDER_NAME] ("Provider") and [CLIENT_NAME] ("Client"). 1. Service Description. Provider shall provide the following services: [DETAILED_SERVICE_DESCRIPTION]. Services shall be provided [24/7/business hours only]. 2. Service Availability and Uptime Commitment. Provider commits to maintaining the Service at [UPTIME_PERCENTAGE]% availability during each calendar month, measured as total service uptime divided by total service hours. 3. Support Response Times. Provider shall respond to support requests as follows: - Critical Issues (P1): [RESPONSE_TIME] response, [RESOLUTION_TIME] resolution target - High Priority (P2): [RESPONSE_TIME] response, [RESOLUTION_TIME] resolution target - Medium Priority (P3): [RESPONSE_TIME] response, [RESOLUTION_TIME] resolution target - Low Priority (P4): [RESPONSE_TIME] response, [RESOLUTION_TIME] resolution target 4. Service Credits. If Provider fails to meet the availability commitment in any calendar month, Client shall be entitled to service credits as follows: - 99.0%-99.5% uptime: [CREDIT_PERCENTAGE]% of monthly fees - 98.0%-99.0% uptime: [CREDIT_PERCENTAGE]% of monthly fees - Below 98.0% uptime: [CREDIT_PERCENTAGE]% of monthly fees 5. Scheduled Maintenance. Provider may perform maintenance during scheduled maintenance windows: [MAINTENANCE_WINDOWS]. Provider shall provide [NOTICE_PERIOD] days advance notice before any planned downtime. 6. Monitoring and Reporting. Provider shall maintain comprehensive monitoring of Service performance and shall provide Client with monthly performance reports including uptime statistics and incident summaries. 7. Data and Monitoring. Client shall use monitoring tools provided by Provider to verify service availability. Provider's monitoring data shall be the official record of service uptime. 8. Exclusions. Uptime commitments do not apply to outages caused by Client's actions, network issues, force majeure events, or third-party service failures. [SERVICE_PROVIDER_NAME] By: ______________________ [CLIENT_NAME] By: ______________________