Sales SLA for Post-Deal Support
Sales SLA for Post-Deal Support
This Sales Service Level Agreement (SLA) for Post-Deal Support ("Agreement") is entered into by and between [Your Company Name], herein referred to as the "Service Provider," and [Client Company Name], herein referred to as the "Client," collectively known as the "Parties."
WHEREAS, the Service Provider has agreed to provide post-deal support services for the products or services purchased by the Client, ensuring optimal performance and satisfaction;
WHEREAS, the Client seeks to receive high-quality support services as defined under this Agreement to ensure the effective utilization and operation of the purchased products or services;
NOW, THEREFORE, in consideration of the mutual covenants contained herein, and for other good and valuable consideration, the receipt and sufficiency of which are hereby acknowledged, the Parties agree to the terms and conditions set forth in this Agreement, which outlines the scope, nature, and terms of the post-deal support to be provided.
I. Definition of Services
A. Technical Support: The Service Provider shall offer technical support services to the Client, addressing any technical issues or questions related to the [Product/Service Description] ("Product/Service"). This includes troubleshooting, problem diagnosis, and guidance on product usage and features.
B. Maintenance: Regular maintenance services shall be provided for the Product/Service, ensuring its optimal performance and longevity. Maintenance includes scheduled updates, bug fixes, and performance enhancements, to be carried out quarterly, or more frequently as needed.
C. Updates: The Service Provider will provide updates to the Product/Service, including software updates, security patches, and feature enhancements. Updates will be made available to the Client at no additional cost, scheduled to be released bi-annually or as necessary to address critical issues.
II. Service Availability
A. Hours of Operation: The Service Provider's support services will be available 24 hours a day, 7 days a week, including holidays.
B. Access Channels: The Client can access support services through the following channels: telephone support, email, and live chat. The Service Provider ensures the availability of these channels during the specified hours of operation.
III. Response and Resolution Times
A. Response Times: The Service Provider commits to the following response times from the receipt of a support request:
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Critical issues impacting the usage of the Product/Service: within 2 hours.
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Major issues affecting some functions but not the overall operation: within 4 hours.
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Minor issues and general inquiries: within 1 business day.
B. Resolution Times: The Service Provider aims to resolve issues within the following time frames:
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Critical issues: resolution or workaround within 24 hours.
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Major issues: resolution within 3 business days.
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Minor issues: resolution within 5 business days.
C. Escalation Procedure: In cases where the specified resolution times cannot be met, the issue will be escalated to higher levels of support within the Service Provider's organization. The Client will be informed of the escalation and will receive regular updates until the issue is resolved.
IV. Performance Metrics
A. Availability: The Service Provider guarantees a 99.5% uptime for access to online support channels, ensuring reliable availability for the Client to submit and manage support requests.
B. Satisfaction Rate: The Service Provider aims to achieve a customer satisfaction rate of at least 90% as measured through quarterly surveys conducted with the Client regarding the quality and effectiveness of the support services provided.
C. Resolution Rate: The Service Provider commits to a resolution rate of 95% for all reported issues within the specified resolution times outlined in Section III, ensuring the majority of issues are resolved promptly and efficiently.
V. Duties and Responsibilities
A. Service Provider Responsibilities:
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Provide the support services as outlined in this Agreement, adhering to the specified response and resolution times.
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Maintain confidentiality of all Client data encountered during the provision of support services.
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Inform the Client of any scheduled maintenance or updates that may affect the availability of the Product/Service.
B. Client Responsibilities:
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Notify the Service Provider promptly of any issues or problems encountered with the Product/Service.
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Provide detailed information and cooperation to the Service Provider as needed to resolve support requests.
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Refrain from disclosing any proprietary information received from the Service Provider to third parties.
VI. Confidentiality and Security
A. Protection of Confidential Information: Both Parties agree to protect each other’s confidential information with the same degree of care as they would use for their own confidential information, but in no case less than reasonable care. Confidential information includes, but is not limited to, business processes, client data, product details, and the terms of this Agreement.
B. Data Security: The Service Provider shall implement and maintain reasonable security measures to protect the Client's data from unauthorized access, disclosure, alteration, or destruction. These measures include, but are not limited to, encryption, firewalls, and secure access controls.
C. Breach Notification: In the event of a data breach or security incident, the Service Provider is required to notify the Client within 48 hours of becoming aware of the incident. The notification should include details of the breach, the data affected, and the measures taken to address the breach and prevent future occurrences.
VII. Escalation Procedures
A. Initial Escalation: If a support issue cannot be resolved within the specified resolution times in Section III, the issue will be escalated to a senior support specialist within 24 hours of the initial response time.
B. Further Escalation: Should the issue remain unresolved after the intervention of a senior support specialist, it will be escalated to the Service Provider's management team within 48 hours. The Client will be kept informed of all escalation steps and expected resolution times.
C. Final Resolution Effort: In the unlikely event that the issue cannot be resolved by the management team, a joint meeting between the Client and the Service Provider's executive team will be scheduled within 5 business days to find a satisfactory resolution.
VIII. Amendments and Revisions
A. Mutual Agreement: This Agreement may be amended or revised only by mutual agreement of both Parties. Any amendments or revisions must be documented in writing and signed by authorized representatives of both Parties.
B. Periodic Review: The Agreement will be subject to review annually, or more frequently if required, to ensure it remains relevant and effective in meeting the needs of both Parties. Adjustments may be made to reflect changes in service requirements, technology, or industry best practices.
IX. Termination Clause
A. Termination for Cause: Either Party may terminate this Agreement for cause if the other Party materially breaches any of its terms and fails to rectify the breach within 30 days of written notice.
B. Termination for Convenience: Either Party may terminate this Agreement for any reason upon providing 60 days written notice to the other Party.
C. Effects of Termination: Upon termination, the Service Provider will cease providing the support services, and the Client will pay for any services rendered up to the termination date. Confidential information must be returned or destroyed as per the confidentiality clause in this Agreement.
Signatures
This Agreement is executed by the duly authorized representatives of the Service Provider and the Client as of the Effective Date first above written.
Service Provider
[Your Name]
[Title]
[Date]
Client
[Name]
[Title]
[Date]
