Telecommunication Service Level Agreement

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

Service Provider

[Your Company Name]

[Your Company Address]

[Your Company Email]

[Your Company Number]

Customer

[Client Name]

[Client Address]

[Client Email]

[Client Number]

Collectively referred to as "the Parties."

This agreement outlines the Telecommunication Services provided by [Your Company Name] ("Service Provider") to [Client Name] ("Customer") and establishes the agreed-upon performance metrics, responsibilities, and standards for the provision of those services.

1. Introduction

This SLA sets forth the terms and conditions under which the Service Provider will deliver telecommunication services to the Customer. The Service Provider agrees to provide the services outlined below in accordance with industry best practices, applicable US laws, and specific performance levels. Both parties agree to act in good faith to meet the terms of this agreement.

2. Scope of Services

The Service Provider agrees to provide the following telecommunication services to the Customer:

• Voice Services: Includes voice calls over the Service Provider’s network.

• Data Services: Provides internet access, private networks, or other data transmission services.

• Video Services: Delivery of video communications, either via conference calls or streaming.

• Other Services: Additional telecommunication services as defined in separate documents or addendums (if applicable).

The specific details of services (such as bandwidth, coverage area, etc.) will be listed in the service order attached to this agreement.

3. Performance Standards

The Service Provider commits to meeting the following performance standards:

• Availability: The service will be available 99.9% of the time (measured monthly). This metric excludes planned maintenance and force majeure events.

• Latency: The average network latency should not exceed 50 milliseconds for 95% of the time on any given month.

• Throughput: The Service Provider will ensure a minimum data throughput of [X] Mbps for data services.

Resolution Time for Service Incidents

• High-Priority Incident: Within 4 hours of notification.

• Medium-Priority Incident: Within 24 hours.

• Low-Priority Incident: Within 48 hours.

4. Service Monitoring and Reporting

The Service Provider will continuously monitor the services to ensure the agreed-upon performance standards are met. Regular reports will be provided to the Customer, summarizing:

• Service uptime.

• Incident history and resolution times.

• Any other key performance indicators (KPIs) as agreed upon in the service order.

These reports will be available to the Customer on a monthly basis via email or through an online customer portal.

5. Service Availability and Maintenance

The Service Provider will perform routine maintenance on the telecommunication network and infrastructure. Planned maintenance, including service disruptions, will be communicated to the Customer at least 48 hours in advance.

• Emergency Maintenance: In case of an emergency, the Service Provider will make reasonable efforts to notify the Customer as soon as possible.

• Unplanned Outages: In the event of unplanned outages, the Service Provider will respond immediately to restore services as soon as possible. The Service Provider is not responsible for damages resulting from service interruptions caused by third parties.

6. Customer Responsibilities

The Customer agrees to:

• Provide Accurate Information: Ensure all contact details, service requirements, and other essential information are correct and up to date.

• Compliance with Applicable Laws: Use the service in compliance with all applicable federal, state, and local laws, including telecommunications regulations under the Federal Communications Commission (FCC).

• Security and Privacy: Maintain reasonable security practices for any devices, systems, or applications interacting with the service.

• Timely Payments: Ensure all invoices for services rendered by the Service Provider are paid within the agreed payment terms.

7. Incident Management

In the event of an incident (service outage, quality issue, etc.), the Customer must report the issue to the Service Provider immediately via [Your Company Number] or [Your Company Email]. The Service Provider will then classify the incident based on severity and prioritize accordingly.

• High-Priority Incident: A service issue that causes a significant disruption to operations, such as a total network failure. These incidents are addressed immediately.

• Medium-Priority Incident: A partial disruption, such as limited loss of connectivity or minor latency issues.

• Low-Priority Incident: A non-urgent issue with little to no effect on the customer’s services.

8. Performance Penalties

Should the Service Provider fail to meet the agreed-upon service standards in the SLA, the Customer will be entitled to service credits. Service credits will be calculated as follows:

• Availability Failure: If the service availability falls below 99.9% in any given month, the Customer will receive a credit of [0]% of the monthly service fee for that month.

• Latency Failure: If the average latency exceeds 50 milliseconds for more than 5% of the month, the Customer will receive a credit of [0]% of the monthly service fee.

• Service Incident Resolution: For each service incident that exceeds the agreed resolution time, the Customer will receive a credit of [0]% of the monthly service fee.

The total credits granted in a month will not exceed [0]% of the monthly service fee.

9. Force Majeure

Neither party will be held liable for failure to perform its obligations under this SLA if such failure is caused by events beyond their reasonable control, including but not limited to:

• Natural disasters (earthquakes, floods, etc.)

• Acts of war or terrorism

• Government actions or changes in the law

• Network failures outside the Service Provider’s control

In such cases, the affected party will notify the other party as soon as possible and will make reasonable efforts to mitigate the impact.

10. Term and Termination

This SLA shall commence on the Effective Date and continue for an initial term of [0] months/years. After the initial term, the agreement will automatically renew for successive [0]-month periods unless terminated by either party with [0] days’ written notice.

• Termination for Cause: Either party may terminate this agreement immediately if the other party breaches any material term and fails to cure the breach within 30 days after receiving written notice.

• Termination for Convenience: The Customer may terminate this agreement at any time by providing [0] days’ written notice. In such cases, the Service Provider will issue a final invoice for services rendered up until the termination date.

11. Limitation of Liability

Except as expressly stated in this agreement, neither party will be liable to the other for any indirect, special, incidental, or consequential damages arising out of or related to the services provided under this agreement. The Service Provider's total liability for any claims related to this SLA will not exceed the total service fees paid by the Customer in the [0] months prior to the claim.

12. Dispute Resolution

In the event of a dispute, both parties agree to attempt to resolve the matter through informal negotiation or mediation before resorting to formal legal action. Any legal claims that cannot be resolved through negotiation or mediation will be subject to arbitration under the rules of the American Arbitration Association (AAA).

13. Amendments

This SLA may only be amended or modified by a written agreement signed by both parties.

14. Governing Law

This SLA shall be governed by and construed in accordance with the laws of the State of [State], without regard to its conflict of law principles.

15. Signatures

The Parties, intending to be bound, have executed this Telecommunication Service Level Agreement as of the Effective Date.

Service Provider

By:

[Your Name]

[Title]

[Month Day, Year]

Customer

By:

[Client Name]

[Month Day, Year]

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