Free Service Level Agreement (SLA) for Maintenance Template

Service Level Agreement (SLA) for Maintenance

This Service Level Agreement (SLA) for Maintenance (the "Agreement") is made and entered into as of January 1, 2050, by and between [Your Company Name], a corporation duly organized and existing under the laws of Utah, with its principal office located at [Your Company Address] (hereinafter referred to as the "Service Provider"), and BluWave, a corporation duly organized and existing under the laws of Utah, with its principal office located at Salt Lake City, UT 84101 (hereinafter referred to as the "Client").

I. Purpose of Agreement

This Agreement outlines the terms and conditions under which [Your Company Name] will provide maintenance services to BluWave. The purpose of this SLA is to ensure that the Client's systems and equipment are maintained according to a defined schedule and to establish clear expectations regarding service levels, response times, and performance metrics.

II. Scope of Maintenance Services

1. Services Provided

  • The Service Provider will perform regular and preventative maintenance on the Client's equipment, as detailed in the accompanying maintenance schedule.

  • The maintenance services will include inspections, system updates, repairs, and replacement of defective or outdated parts, where applicable.

  • Emergency repairs outside the scheduled maintenance will be addressed according to the terms outlined in this Agreement.

2. Service Availability

  • The Service Provider will provide maintenance services during business hours from 9:00 AM to 5:00 PM, Monday through Friday.

  • Emergency maintenance may be requested outside of normal business hours, subject to availability and additional charges.

3. Scheduled Maintenance

  • Maintenance will be scheduled as follows: monthly visits for routine checks and updates. The Service Provider will coordinate with the Client to determine the most convenient times for these visits.

III. Service Levels and Performance Metrics

1. Response Times

  • For non-emergency requests, the Service Provider will acknowledge the Client's service request within 4 hours of receipt during business hours.

  • For emergency requests, the Service Provider will acknowledge the Client's service request within 1 hour of receipt.

2. Resolution Times

  • Non-emergency maintenance issues will be resolved within 48 hours of acknowledgment.

  • Emergency maintenance issues will be resolved within 24 hours of acknowledgment.

3. Uptime Guarantee

  • The Service Provider guarantees an uptime of 99% for the Client’s systems during scheduled maintenance periods, excluding planned downtimes for upgrades or repairs.

4. Escalation Procedures

  • In the event that service levels are not met, the issue will be escalated to the Service Provider's senior management for resolution.

IV. Responsibilities of the Parties

1. Responsibilities of the Service Provider

  • The Service Provider shall ensure that qualified personnel perform all maintenance tasks.

  • The Service Provider will provide all necessary tools, parts, and equipment for maintenance.

  • The Service Provider will ensure that any identified issues during maintenance are reported to the Client promptly and addressed in accordance with the terms of this Agreement.

2. Responsibilities of the Client

  • The Client shall provide the Service Provider with reasonable access to the equipment and systems that need maintenance.

  • The Client will notify the Service Provider in a timely manner of any issues requiring urgent attention outside of the regular maintenance schedule.

  • The Client shall ensure that the equipment is available for scheduled maintenance and operational for the Service Provider to perform the required services.

V. Payment Terms and Fees

1. Service Fees

  • The Client agrees to pay the Service Provider a fixed fee of $2,000 per month for scheduled maintenance services.

2. Additional Charges

  • Additional services beyond the scope of this Agreement, including emergency repairs or services requested outside of the regular maintenance schedule, will be charged at an hourly rate of $175 per hour.

3. Payment Terms

  • Payments are due 30 days from the date of invoice. Invoices will be issued at the start of each month.

  • Late payments will incur a penalty of 2% per month on any overdue amount.

VI. Term and Termination

1. Term

  • This Agreement shall commence on January 1, 2050, and remain in effect for a period of 12 months. Upon expiration of the initial term, the Agreement will automatically renew for successive 12-month periods unless either party provides written notice of non-renewal at least 30 days before the expiration date.

2. Termination

  • Either party may terminate this Agreement with 30 days’ written notice. Upon termination, the Client will be responsible for any outstanding fees accrued up to the termination date.

VII. Confidentiality

Both parties agree to maintain the confidentiality of any proprietary or confidential information shared during the term of this Agreement. This confidentiality obligation will survive the termination or expiration of this Agreement.

VIII. Dispute Resolution

In the event of any dispute arising out of or related to this Agreement, both parties agree to first attempt to resolve the matter through informal negotiations. If such negotiations do not resolve the dispute, the parties will submit the issue to binding arbitration under the rules of the American Arbitration Association, to be held in Salt Lake City, Utah.

IX. Governing Law

This Agreement shall be governed by and construed in accordance with the laws of the state of Utah, without regard to its conflicts of law provisions.

X. Signatories

This Agreement is executed by the duly authorized representatives of the parties:

For [Your Company Name]:

[Your Name]
Date: January 1, 2050

For BluWave:

Jarvis White
Date: January 1, 2050

For any questions or further clarifications regarding this Agreement, please contact [Your Name] at [Your Email] or [Your Company Email].

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