IT Service Level Agreement

This IT Service Level Agreement (SLA) is made and entered into as of [Month Day, Year] by and between:

[Your Company Name] [Your Company Address]

[Your Company Number]

[Your Company Email]

[Your Company Website]

and

[Your Partner Company Name / Second Party]

[Your Partner Company Name / Second Party Address]

[Your Partner Company Name / Second Party Number]

[Your Partner Company Name / Second Party Email]

1. Purpose and Scope

The purpose of this SLA is to define the level of IT services provided by [Your Company Name] to [Your Partner Company Name / Second Party] and the expected performance metrics, responsibilities, and obligations of both parties in compliance with US laws and standards. This agreement ensures that IT services are provided efficiently, consistently, and to the satisfaction of [Your Partner Company Name / Second Party].

The scope of this agreement includes all IT services provided by [Your Company Name], including but not limited to hardware support, software support, network services, security services, cloud services, and any other IT-related services as defined in Section 2.

2. Services Provided

[Your Company Name] agrees to provide the following IT services to [Your Partner Company Name / Second Party]:

• Hardware Support: Installation, maintenance, repair, and troubleshooting of hardware systems including servers, desktops, laptops, printers, and peripherals.

• Software Support: Installation, updates, maintenance, troubleshooting, and licensing of software used by [Your Partner Company Name / Second Party].

• Network Services: Management of local area networks (LAN), wide area networks (WAN), internet connections, routers, switches, and wireless networks.

• Security Services: Monitoring and managing firewalls, antivirus software, intrusion detection, and response systems, as well as ensuring compliance with relevant US cybersecurity laws (e.g., Cybersecurity Information Sharing Act, CISA).

• Cloud Services: Management and support of cloud-based services including storage, data backup, disaster recovery, and software as a service (SaaS) platforms.

• Help Desk Services: A dedicated help desk for technical support via phone, email, or chat for end-user support.

This agreement applies to services rendered during business hours from [start time] to [end time], Monday through Friday, except on public holidays observed in the United States.

3. Performance Metrics

The following performance metrics will be used to measure the quality and timeliness of the IT services provided by [Your Company Name]:

3.1 Response Time

• Critical Incidents (P1): Response within 30 minutes, with an expected resolution time of 4 hours.

• High-Priority Incidents (P2): Response within 1 hour, with an expected resolution time of 8 hours.

• Medium-Priority Incidents (P3): Response within 4 hours, with an expected resolution time of 1 business day.

• Low-Priority Incidents (P4): Response within 1 business day, with an expected resolution time of 3 business days.

Critical incidents are defined as those causing total or significant outages affecting all users or critical business functions. High-priority incidents affect multiple users but do not halt overall business operations. Medium-priority incidents affect individual users, while low-priority incidents are minor issues that have minimal business impact.

3.2 Uptime and Availability

[Your Company Name] guarantees the following availability of services for [Your Partner Company Name / Second Party]:

• Network Services: 99.9% uptime, measured on a monthly basis.

• Cloud Services: 99.9% uptime, measured on a monthly basis.

Any scheduled maintenance windows will be communicated to [Your Partner Company Name / Second Party] at least 48 hours in advance and will occur during off-peak hours to minimize disruption.

4. Responsibilities of [Your Company Name]

[Your Company Name] agrees to fulfill the following responsibilities to maintain the quality of IT services:

• Provide support staff who are adequately trained and experienced in the services covered by this SLA.

• Ensure compliance with all relevant US regulations, including data privacy laws (e.g., CCPA), security standards, and industry best practices.

• Conduct regular reviews of security protocols and measures to protect against cyber threats.

• Maintain backup systems and ensure disaster recovery processes are in place.

• Document all incidents, resolutions, and actions taken, and make these records available upon request.

• Provide periodic reports outlining performance against the SLA metrics, including response times, resolution times, and uptime statistics.

5. Responsibilities of [Your Partner Company Name / Second Party]

[Your Partner Company Name / Second Party] agrees to fulfill the following responsibilities to ensure effective IT service delivery:

• Ensure that all relevant systems are accessible and in working order to allow for IT service delivery.

• Notify [Your Company Name] of any incidents, issues, or outages in a timely manner through the designated communication channels.

• Provide accurate and updated information about hardware and software inventories.

• Maintain a secure working environment by complying with all IT security protocols recommended by [Your Company Name], including password management and access control.

• Ensure that any third-party vendors involved in IT operations adhere to the terms of this SLA.

• Promptly pay all fees associated with the IT services as outlined in Section 8.

6. Security and Compliance

Both parties are responsible for maintaining a secure IT environment. [Your Company Name] will take all necessary steps to protect [Your Partner Company Name / Second Party]'s data, systems, and infrastructure, complying with US federal and state data protection laws, such as the California Consumer Privacy Act (CCPA) and the Health Insurance Portability and Accountability Act (HIPAA) where applicable.

6.1 Data Privacy

[Your Company Name] shall ensure that personal and sensitive data collected or processed is handled in compliance with applicable data privacy laws and regulations, particularly regarding data breach notification procedures, data encryption, and secure storage.

6.2 Security Breaches

In the event of a data breach, [Your Company Name] shall notify [Your Partner Company Name / Second Party] within 24 hours of discovery and will take immediate action to mitigate any harm and remedy the security vulnerabilities that led to the breach.

7. Escalation Procedures

In the event that a critical incident is not resolved within the specified resolution time, the following escalation procedure will apply:

• Tier 1 (Initial Escalation): Notify the IT manager at [Your Company Name] for immediate intervention.

• Tier 2 (Senior Escalation): Notify the Senior IT Director if the issue remains unresolved after an additional 4 hours.

• Tier 3 (Executive Escalation): Escalation to the executive management of [Your Company Name] if the issue is unresolved after 8 hours beyond the original deadline.

[Your Partner Company Name / Second Party] reserves the right to escalate directly to Tier 2 or Tier 3 in cases where the issue significantly affects business operations or creates legal or compliance risks.

8. Fees and Payment Terms

[Your Company Name] will provide IT services as described in this SLA at the following fee structure:

• Monthly Service Fee: $[0], covering all services outlined in this agreement.

• Additional Services: Any services outside the scope of this SLA will be charged at a rate of $[0] per hour or per incident.

• Payment Terms: Invoices are due 30 days from the date of issue. Late payments will incur a late fee of [0]% per month on the outstanding balance.

Failure to make timely payments may result in the suspension of IT services until the outstanding balance is paid.

9. Service Review and Reporting

[Your Company Name] will conduct monthly service reviews with [Your Partner Company Name / Second Party]. During these reviews, the following will be discussed:

• Performance metrics and whether the agreed-upon SLA targets were met.

• Any incidents or outages and the actions taken to resolve them.

• Recommendations for improvements in IT infrastructure and services.

• Future goals or adjustments in service requirements.

• Quarterly reports summarizing the performance of IT services will be provided to [Your Partner Company Name / Second Party].

10. Term and Termination

This SLA will remain in effect for a period of [0] years from the date of signing unless terminated earlier by either party under the following conditions:

• Termination for Convenience: Either party may terminate this SLA by providing 60 days' written notice.

• Termination for Cause: If either party materially breaches any terms of this SLA, the other party may terminate the agreement by providing 30 days’ written notice, unless the breach is remedied within the notice period.

• Termination for Non-Payment: Failure to make timely payments may result in the immediate suspension or termination of services.

11. Limitation of Liability

[Your Company Name] shall not be liable for any indirect, incidental, special, or consequential damages arising out of or in connection with the performance of IT services under this agreement. The total liability of [Your Company Name] for any claims arising from this SLA shall not exceed the total fees paid by [Your Partner Company Name / Second Party] in the past 12 months.

12. Amendments

This SLA may be amended or modified only by a written agreement signed by both parties. All amendments must comply with applicable US laws and standards.

13. Governing Law

This SLA shall be governed by and construed in accordance with the laws of the United States and the state of [State], without regard to its conflicts of law provisions.

14. Signatures

[Your Company Name]

By:

[Your Name]

[Title]

[Month Day, Year]

[Your Partner Company Name / Second Party]

By:

[Full Name]

[Title]

[Month Day, Year]

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