Service Level Agreement (SLA)

1. Parties & Effective Date

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].

2. Services Covered

This SLA applies to: [Description of Services — e.g. hosting, support, maintenance].

3. Service Levels

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].

4. Measurement & Reporting

Service levels are measured as described in [Attachment], and Provider will report performance against these standards [Frequency].

5. Remedies for Non-Performance

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].

6. Exclusions

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.

7. Governing Law & Signatures

This SLA is governed by the laws of the State of [State / Jurisdiction].

Provider Signature: _______________________ Date: _______________

Client Signature: _______________________ Date: _______________