Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement (“SLA”) is a contract between [ Service

Provider Name ] (“Provider”) and [ Customer Name ] (“Customer”) that
outlines the quality, availability, and responsibilities associated with the
services provided by the Provider. This SLA sets forth the agreed-upon
standards, metrics, and procedures to ensure consistent service delivery
and manage customer expectations.

2. De nitions

• Provider: [ Service Provider Name ], the entity responsible for delivering

the services outlined in this SLA.
• Customer: [Customer Name], the entity receiving the services provided
by the Provider.
• Services: The speci c services covered under this SLA, as described in
Section 3.
• Performance Metrics: The standards and metrics used to measure the
quality and availability of the services, as outlined in Section 4.
• Service Level Targets: The desired levels of performance for each
performance metric, as de ned in Section 4.
• Service Credits: Compensation or remedies provided to the Customer in
the event of service failures, as detailed in Section 6.

3. Services

The services covered under this SLA include, but are not limited to:

• [ Description of Service 1 ]
• [ Description of Service 2 ]
• [ Description of Service 3 ]
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4. Performance Metrics

The performance of the services will be measured based on the following

metrics:

• Availability/Uptime Percentage: The percentage of time during which the

services are available and accessible to the Customer.
• Response Time: The time taken by the Provider to respond to customer
inquiries, requests, or incidents.
• Resolution Time: The time taken by the Provider to resolve customer-
reported issues or incidents.
• Service Reliability: The frequency of service interruptions or failures.
• Customer Satisfaction: Customer feedback and satisfaction ratings
regarding the quality of services are provided by the customer.

5. Service Level Targets

The following targets have been established for the performance metrics:

• Availability/Uptime Percentage: [ Target Percentage ]

• Response Time: [ Target Timeframe ]
• Resolution Time: [ Target Timeframe ]
• Service Reliability: [ Target Frequency ]
• Customer Satisfaction: [ Target Rating ]

6. Service Credits

In the event that the Provider fails to meet the service level targets outlined
in this SLA, the Customer may be eligible to receive service credits as
follows:

• Availability/Uptime Percentage: [ Service Credit Percentage ] of monthly

service fees for each percentage point below the target uptime
percentage.
• Response Time: [ Service Credit Amount ] for each hour of delay beyond
the target response time.
 • Resolution Time: [ Service Credit Amount ] for each hour of delay
beyond the target resolution time.

7. Reporting and Monitoring

The Provider will monitor and report performance metrics on a [ Frequency

] basis. Reports will be provided to the Customer detailing performance
against the service level targets.

8. Issue Resolution

The Provider will follow the procedures outlined in the SLA for reporting,
escalating, and resolving customer-reported issues or incidents in a timely
manner.

9. Termination

Either party may terminate this SLA with [ Notice Period ] written notice if
the other party fails to remedy a material breach of the agreement within
the speci ed timeframe.

10. Review and Revision

This SLA will be subject to periodic review and may be revised as

necessary to re ect changes in business requirements, service o erings,
or performance metrics.

11. Governing Law

This SLA shall be governed by and construed in accordance with the laws
of [ Jurisdiction ]. Any disputes arising from or in connection with this SLA
shall be resolved through mutual negotiation or mediation.
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 12. Signatures

This SLA shall become e ective upon execution by authorized

representatives of both parties.[ Signature of Provider Representative ]
[ Signature of Customer Representative ][ Printed Name of Provider
Representative ] [ Printed Name of Customer Representative ][ Date ]
[ Date ]
13. Conclusion

This Service Level Agreement outlines the mutual commitments,

responsibilities, and expectations between the Provider and the Customer
regarding the services provided. By adhering to the terms and standards
outlined in this SLA, both parties aim to ensure the delivery of high-quality,
reliable services that meet the needs and expectations of the Customer.

Notes:

1. This template is provided for informational purposes and should be

reviewed by legal professionals to ensure compliance.
2. Replace “[ Your Company Name ],” “[ Date ],” “[ Your Contact
Information ],” etc., with your speci c details.
3. Ensure that your Privacy Policy accurately re ects your data collection
and usage practices and complies with mobile app and privacy laws.
4. Regularly review and update your Privacy Policy to stay compliant with
evolving mobile app and privacy regulations.
5. It’s advisable to seek legal counsel to customize this template to your
speci c circumstances and ensure full compliance.
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