Sample Service Level Agreement

1. Introduction

This Service Level Agreement (SLA) is made and entered into on this 7th day of June, 2066 by and between [Your Company Name], with a principal place of business at [Your Company Address], and Myntro, with a principal place of business at Overland Park, KS 66204. This Agreement outlines the IT services to be provided and the expectations of service level performance.

2. Purpose

The purpose of this Service Level Agreement is to ensure that the necessary elements and commitments are in place to provide consistent IT service support and delivery to the Client(s) by the Service Provider.

3. Scope of Services

This SLA covers the provision of the following services:

Network Management and Monitoring
Data Backup and Recovery
Technical Support
Software and Hardware Maintenance

4. Service Management

4.1 Service Availability

The expected service availability level shall be 99.9% uptime in any given month, excluding scheduled maintenance and agreed downtime.

4.2 Performance Metrics

The service performance metrics shall be measured on a monthly basis, including but not limited to response time, resolution time, and customer satisfaction levels.

5. Responsibilities

5.1 Service Provider Responsibilities

The Service Provider is responsible for:

Providing the services listed in this Agreement with reasonable care and skill.
Responding to service-related incidents and/or requests submitted by the Client within the agreed-upon timelines.

5.2 Client Responsibilities

The Client is responsible for:

Payment for all support costs at the agreed interval.
Notifying the Service Provider of issues or service disruptions in a timely manner.
Providing all relevant information required to diagnose service issues.

6. Confidentiality

Both parties agree to treat all information related to this Agreement as confidential and shall not disclose any such information to any third party without the prior written consent of the other party, unless required by law.

7. Term and Termination

This Agreement shall commence on [Start Date] and shall continue until [End Date], unless terminated earlier in accordance with the terms provided herein.