An agreement defining measurable service standards — uptime, response times, and remedies if those standards aren’t met.
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This Service Level Agreement ("SLA") is entered into as of [Effective Date] between [Provider Name] ("Provider") and [Client Name] ("Client"), supplementing the underlying services agreement between the parties dated [Underlying Agreement Date].
This SLA applies to: [Description of Services — e.g. hosting, support, maintenance].
Provider commits to the following standards: [Metrics — e.g. 99.5% uptime measured monthly; support response within X business hours for standard requests, X hours for urgent issues].
Service levels are measured as described in [Attachment], and Provider will report performance against these standards [Frequency].
If Provider fails to meet a service level in a given period, Client is entitled to [Remedy — e.g. a service credit of X% of that period’s fees], as the sole remedy for that failure, except in cases of repeated failures as described here: [Escalation Terms, if any].
Service level commitments do not apply to downtime or delays caused by scheduled maintenance (with advance notice), Client’s own systems, or circumstances beyond Provider’s reasonable control.
This SLA is governed by the laws of the State of [State / Jurisdiction].
Provider Signature: _______________________ Date: _______________
Client Signature: _______________________ Date: _______________