Service Level Agreement (SLA)

THIS SERVICE LEVEL AGREEMENT ("Agreement") is made on this [insert day] day of [insert month], [Year], BETWEEN [Your Company Name], a corporation organized and existing under the laws of [insert jurisdiction], having its principal place of business at [insert address], hereinafter referred to as the "Provider",

AND

[Customer], a corporation organized and existing under the laws of [insert jurisdiction], having its principal place of business at [insert address], hereinafter referred to as the "Customer". The parties agree as follows:

I. Scope of Services

The Provider shall provide the Customer with the following services (the "Services"), as detailed in Schedule 1 attached hereto:

1. Cloud Hosting Services: Provision of cloud hosting on the Provider's secure servers, ensuring 99.9% uptime, with scalable resources to accommodate the Customer's website and application traffic.
   

2. Technical Support Services: 24/7 access to technical support via email, phone, and live chat, with a guaranteed response time of 1 hour for critical issues and 24 hours for non-critical issues.
   

3. Maintenance and Updates: Routine maintenance and updates of hosted environments, including security patches, software updates, and system enhancements, to be performed during off-peak hours to minimize disruption.
   

4. Data Backup and Recovery Services: Daily backup of Customer's data with a retention period of 30 days and a recovery time objective (RTO) of 4 hours in the event of data loss.

II. Performance Standards

The Provider shall perform the Services in accordance with the following performance metrics and quality benchmarks, as detailed in Schedule 2 attached hereto:

1. Uptime Guarantee: The Provider guarantees 99.9% network uptime, measured monthly. Uptime calculations exclude planned maintenance, with advance notice provided to the Customer.
   

2. Response Time for Technical Support: The Provider shall ensure a maximum response time of 1 hour for critical support tickets and 24 hours for non-critical support tickets from the time of submission by the Customer.
   

3. System Update Frequency: System updates, including security patches and software upgrades, shall be applied within 48 hours of release, during scheduled maintenance windows agreed upon with the Customer.
   

4. Data Backup Success Rate: The Provider shall maintain a 100% success rate for scheduled data backups, with immediate corrective action taken in the event of a backup failure.
   

5. Data Recovery Time: In the event of data loss, the Provider commits to a recovery time objective (RTO) of no more than 4 hours from the time the data recovery request is initiated by the Customer.

The Provider acknowledges their responsibility for meeting these Performance Standards and agrees that failure to meet any of the specified metrics may result in penalties as outlined in section IV of this Agreement. The Provider commits to deploying qualified personnel and sufficient resources to ensure the Services are delivered in accordance with the agreed standards and within the specified timelines.

III. Responsibilities

The Provider acknowledges that they are responsible for meeting the Performance Standards and acknowledges that failure to meet these standards may result in penalties as outlined in section 4. The Provider shall diligently and competently perform the Services and shall allocate adequate resources to ensure timely and satisfactory completion.

IV. Penalties

In case of non-compliance with the agreed standards, the Provider may be liable to penalties not exceeding 10% of the annual value of this Agreement, or as otherwise stated in Schedule 3. Penalties shall be assessed and enforced at the sole discretion of the Customer, and shall not relieve the Provider of its obligations under this Agreement.

V. Termination

This Agreement may be terminated by either party on giving the other party 30 days written notice. Termination shall not affect any rights or obligations accrued prior to the effective date of termination.

VI. Amendment

This Agreement may only be amended in writing signed by both parties. Any amendments shall be binding upon both parties and shall form an integral part of this Agreement.

VII. Governing Law

This Agreement shall be governed by and construed under the laws of the jurisdiction in which the Provider is located. Any disputes arising out of or in connection with this Agreement shall be resolved through arbitration in accordance with the rules of [insert arbitration institution] in [insert city], [insert jurisdiction].

In Witness Whereof, The parties hereto have caused this Service Level Agreement to be executed the day and year first above written.

_______________________________
[Your Company Name]

________________________________

[Customer]

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