Service Level Agreement Generator

SERVICE LEVEL AGREEMENT

This Service Level Agreement ("SLA") is made and entered into by and between [Your Company Name], hereinafter referred to as the "Service Provider," and [Client Company Name], hereinafter referred to as the "Client." This Agreement is effective as of [Effective Date].

WHEREAS, the Service Provider is engaged in providing certain services to its clients and agrees to provide such services in accordance with the terms and conditions set forth herein;

WHEREAS, the Client desires to procure the services of the Service Provider to support its operations and acknowledges the importance of establishing clear expectations regarding the scope, quality, and performance of the services to be rendered;

NOW, THEREFORE, in consideration of the mutual promises and covenants contained herein, the parties agree to the following terms and conditions as outlined in this Service Level Agreement:

1. Purpose

This SLA outlines the services to be provided by the Service Provider, the performance levels to be achieved, and the responsibilities of both parties.

2. Definitions

Term	Definition
Service	[Description of Service]
Uptime	The time during which the Service is operational and available to the Client.
Response Time	The time taken by the Service Provider to respond to Client's issues or requests.

3. Service Scope

The following services are covered by this SLA:

[Service 1]
[Service 2]
[Service 3]

3.1 Service Availability

The Service Provider guarantees an uptime of [Uptime Percentage]% per month. Scheduled maintenance shall be excluded from the uptime calculations.

3.2 Support and Response

Support shall be provided via [Support Channels] during [Support Hours]. The Service Provider agrees to respond to support requests as follows:

High Priority: within [High Priority Response Time] hours
Medium Priority: within [Medium Priority Response Time] hours
Low Priority: within [Low Priority Response Time] hours

4. Client Responsibilities

The Client agrees to:

Ensure compatibility of its systems with the Service.
Provide necessary access and resources for Service implementation.
Report issues promptly using the agreed support channels.

5. Performance Monitoring

The Service Provider shall monitor performance levels and provide the Client with performance reports on a [Report Frequency] basis.

6. Penalties

If the Service Provider fails to meet the service levels, the following penalties shall apply:

[Penalty 1]
[Penalty 2]

7. Term and Termination

This SLA shall commence on [Start Date] and continue until [End Date], unless terminated earlier as provided herein.

7.1 Termination

Either party may terminate this agreement by providing [Notice Period] written notice to the other party.

8. Confidentiality

Both parties agree to maintain confidentiality of all information gained during the course of this Agreement.

9. Limitations of Liability

The Service Provider's liability to the Client for any cause whatsoever shall be limited to the total amount paid by the Client under this Agreement.

10. Signatures

This SLA is agreed upon by the following authorized representatives of the parties:

[Date Signed]