School Service Level Agreement (SLA)

This Service Level Agreement ("SLA") is made and entered into on this [Date] by and between [Your Company Name], located at [Your Company Address] ("School"), and [Service Provider Name], located at [Service Provider Address] ("Service Provider"). This SLA outlines the terms and conditions for the provision of services by the Service Provider to the School.

I. Recitals

WHEREAS, the School requires certain services to support its educational programs and operations;

WHEREAS, the Service Provider has the expertise and resources to provide such services;

WHEREAS, the parties wish to define the terms and conditions under which the Service Provider will provide services to the School;

NOW, THEREFORE, in consideration of the mutual covenants and promises herein contained, the parties hereto agree as follows:

II. Definitions

1. Agreement: This SLA and any attached schedules or appendices.

2. Services: The services to be provided by the Service Provider as described in this Agreement.

3. Service Levels: The performance standards and metrics for the Services as set forth in this Agreement.

4. Incident: Any event that causes a disruption or reduction in the quality of the Services.

5. Response Time: The time period within which the Service Provider must respond to an Incident.

6. Resolution Time: The time period within which the Service Provider must resolve an Incident.

III. Scope of Services

3.1 Services Provided

The Service Provider agrees to provide the following services to the School:

1. IT Support Services: Includes maintenance, troubleshooting, and repair of the School’s computer systems, networks, and related technology.

2. Facilities Management: Includes cleaning, maintenance, and repair of the School’s physical premises.

3. Transportation Services: Includes the provision of safe and reliable transportation for students and staff.

4. Cafeteria Services: Includes the preparation and delivery of meals for students and staff.

3.2 Service Levels

The Service Provider agrees to meet the following service levels:

1. IT Support Services:

   • Response Time: Within 1 hour for critical issues, within 4 hours for non-critical issues.

   • Resolution Time: Within 4 hours for critical issues, within 24 hours for non-critical issues.
     

2. Facilities Management:
   

   • Cleaning: Daily cleaning of all classrooms, restrooms, and common areas.

   • Maintenance: Response to maintenance requests within 24 hours; resolution within 72 hours.
     

3. Transportation Services:
   

   • On-time Performance: 95% of trips on time.

   • Safety Standards: Compliance with all local and state safety regulations.
     

4. Cafeteria Services:
   

   • Meal Quality: Meals must meet nutritional guidelines set by the School.

   • Service Time: Meals must be served within the scheduled lunch periods.

IV. Responsibilities and Obligations

4.1 School Responsibilities

The School agrees to:

1. Provide the Service Provider with access to necessary facilities, equipment, and information.

2. Ensure that staff members are available to assist with any issues related to the Services.

3. Promptly report any Incidents or issues with the Services to the Service Provider.

4. Pay the Service Provider for the Services in accordance with the terms of this Agreement.

4.2 Service Provider Responsibilities

The Service Provider agrees to:

1. Provide the Services in accordance with the service levels and performance standards set forth in this Agreement.

2. Maintain adequate staffing levels to meet the service levels and performance standards.

3. Ensure that all personnel providing the Services are properly trained and qualified.

4. Comply with all applicable laws, regulations, and school policies.

5. Provide regular reports to the School on the performance of the Services.

6. Maintain insurance coverage as required by the School.

V. Performance Monitoring and Reporting

5.1 Performance Monitoring

The School will monitor the performance of the Services against the service levels and performance standards set forth in this Agreement. The Service Provider will cooperate with the School’s monitoring activities and provide any necessary information or assistance.

5.2 Reporting

The Service Provider will provide the School with regular performance reports, including:

1. Monthly Reports: Summary of service performance, including response times, resolution times, and any Incidents or issues that occurred.

2. Quarterly Reports: Detailed analysis of service performance, including trends, recurring issues, and recommendations for improvement.

VI. Incident Management

6.1 Incident Reporting

The School will promptly report any Incidents or issues with the Services to the Service Provider. The report should include a description of the Incident, the impact on the School, and any actions taken by the School to mitigate the impact.

6.2 Incident Response

The Service Provider will respond to Incidents in accordance with the response times set forth in this Agreement. The Service Provider will provide the School with regular updates on the status of the Incident and the actions being taken to resolve it.

6.3 Incident Resolution

The Service Provider will resolve Incidents in accordance with the resolution times set forth in this Agreement. The Service Provider will provide the School with a detailed report on the resolution of the Incident, including the root cause and any actions taken to prevent a recurrence.

VII. Term and Termination

7.1 Term

This Agreement will commence on [Start Date] and will continue in effect for a period of [Term Length], unless terminated earlier in accordance with the terms of this Agreement.

7.2 Termination for Convenience

Either party may terminate this Agreement for convenience by providing [Notice Period] days’ written notice to the other party.

7.3 Termination for Cause

Either party may terminate this Agreement for cause if the other party breaches any material term of this Agreement and fails to cure the breach within [Cure Period] days after receiving written notice of the breach.

7.4 Effect of Termination

Upon termination of this Agreement, the Service Provider will:

1. Cease providing the Services.

2. Return any property or information belonging to the School.

3. Provide the School with a final invoice for any Services provided up to the date of termination.

VIII. Compensation and Payment

8.1 Compensation

The School will pay the Service Provider for the Services in accordance with the rates and fees set forth in Schedule A (attached to this Agreement).

8.2 Invoicing

The Service Provider will submit monthly invoices to the School for the Services provided during the preceding month. Each invoice will include a detailed breakdown of the Services provided and the corresponding fees.

8.3 Payment Terms

The School will pay each invoice within [Payment Period] days of receipt. If the School disputes any portion of an invoice, it will notify the Service Provider in writing within [Dispute Period] days of receipt, and the parties will work together to resolve the dispute.

IX. Confidentiality

9.1 Confidential Information

Each party agrees to keep confidential all information disclosed by the other party that is marked as confidential or that should reasonably be understood to be confidential ("Confidential Information"). Confidential Information does not include information that is publicly available, already known to the receiving party, or independently developed by the receiving party.

9.2 Use of Confidential Information

The receiving party may use Confidential Information only for the purposes of performing its obligations under this Agreement. The receiving party will not disclose Confidential Information to any third party without the prior written consent of the disclosing party.

9.3 Return of Confidential Information

Upon termination of this Agreement, each party will return or destroy all Confidential Information of the other party in its possession.

X. Governing Law

This Agreement shall be governed by and construed in accordance with the laws of the state of [State], without regard to its conflict of laws principles. Any disputes arising out of or in connection with this Agreement shall be resolved in the state or federal courts located in [City], [State].

XI. Entire Agreement

This Agreement constitutes the entire agreement between the parties and supersedes all prior and contemporaneous agreements, understandings, and representations, whether written or oral, with respect to the subject matter hereof. This Agreement may be amended or modified only by a written instrument signed by both parties.

XII. Notices

All notices, requests, consents, and other communications required or permitted under this Agreement shall be in writing and shall be deemed to have been duly given when delivered by hand, sent by facsimile (with confirmation of transmission), or mailed by certified or registered mail, return receipt requested, to the addresses set forth above.

XIII. Severability

If any provision of this Agreement is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

XIV. Waiver

No waiver of any breach of any provision of this Agreement shall constitute a waiver of any prior, concurrent, or subsequent breach of the same or any other provisions, and no waiver shall be effective unless made in writing and signed by an authorized representative of the waiving party.

XV. Assignment

Neither party may assign or transfer any of its rights or obligations under this Agreement without the prior written consent of the other party.

XVI. Counterparts

This Agreement may be executed in one or more counterparts, each of which shall be deemed an original, but all of which together shall constitute one and the same instrument.

IN WITNESS WHEREOF, the parties hereto have executed this Agreement as of the day and year first above written.

[Your Company Name]

By:

Name: [Your Name]
Title: [Your Title]
Date: [Date]

[Service Provider Name]

By:

Name: [Service Provider Contact Name]
Title: [Service Provider Contact Title]
Date: [Date]

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