Service Commitments, Performance Standards & Accountability
Customer Support
SLA Template
Effective Date : [Effective Date]
Legal
Customer Support SLA Template
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Service Level Agreement (SLA)
This Service Level Agreement (this “Agreement” or this “Service Level Agreement”), effective as of [Effective Date] (the “Effective Date”), is made by and between [Client Company], a company organized and existing under the laws of the State of [client state], with offices located at [Client Street Address], [Client City], [client state] [client Postal Code] (the “Customer”), and [sender.company], a company organized and existing under the laws of the State of [Sender State], with offices located at [Sender Street Address], [Sender City], [Sender State] [Sender Postal Code] (the “Supplier”).
Recitals
WHEREAS, the Parties have entered into an agreement effective as of [Effective Date] (the “Contract”) for the provision by Supplier of certain services (as defined therein) (the “Services”); and
WHEREAS, the Contract states that execution of a service-level agreement is a condition precedent to any extension of the Contract term; and
WHEREAS, the Customer is willing to continue the Contract beyond its original end date solely upon the Supplier’s acceptance of the terms and conditions set forth herein, and the Supplier agrees to be bound by such terms;
NOW, THEREFORE, in consideration of the foregoing and the mutual covenants contained herein, the Parties agree as follows:
1. Rider Agreement |
This Agreement shall operate as a rider to and form an integral part of the Contract and is incorporated by reference. It defines the service performance standards and service-level obligations applicable to the Services provided by the Supplier. In the event of any conflict or inconsistency between the terms of the Contract and this Service Level Agreement, the provisions of this Service Level Agreement shall prevail solely with respect to service performance and service-level obligations, while all other terms of the Contract shall remain in full force and effect. |
2. Responsibilities |
2.1 Supplier Responsibilities Deliver the Services in accordance with agreed service levels. Maintain qualified personnel and adequate resources Ensure compliance with applicable laws and standards 2.2 Customer Responsibilities Provide necessary access, information, and co operation Use the Services in accordance with agreed terms Promptly report service issues or incidents |
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3. Service Levels & Service Credits |
The Supplier agrees to consistently meet or exceed the service levels and performance standards outlined in this Agreement, ensuring that all services are delivered efficiently, reliably, and in accordance with the expectations set forth herein. In the event that the Supplier fails to achieve these defined service levels, the Customer shall be entitled to receive service credits or other remedies as specified in this Agreement, reflecting the impact of any shortfall on the overall quality, timeliness, and effectiveness of the services provided. |
4. Performance Monitoring |
Performance under this Agreement will be carefully measured and assessed using the mutually agreed-upon metrics and monitoring tools, ensuring that all aspects of service delivery are tracked with accuracy and transparency. Detailed reports documenting performance outcomes will be provided at the intervals specified and agreed upon by both Parties, allowing for regular updates on service effectiveness, timeliness, and quality. Furthermore, both the Customer and the Supplier will have the opportunity to collaboratively review these performance results, discuss any deviations from the agreed standards, and jointly determine corrective actions or improvements to ensure that the services consistently meet or exceed the expectations outlined in this Agreement. |
5. Objectives |
The objectives of this Agreement are to:
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6. Service Levels |
The Service Levels defined in this Agreement establish the standards and expectations for the Supplier’s performance in delivering the contracted services. These levels cover critical aspects such as response times, service availability, system uptime, incident resolution, and overall quality of service. Each service element is assigned a measurable benchmark to ensure accountability and transparency. The Supplier commits to achieving or exceeding these standards throughout the term of the Agreement. Any deviations from these Service Levels will be documented, reviewed, and addressed collaboratively by both Parties, with corrective actions implemented as necessary to maintain optimal service performance and customer satisfaction. |
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7. Service Exceptions and Limitations |
Service levels shall not apply in cases including, but not limited to:
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8. Service Credits |
If service levels are not met:
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Availability
The Supplier shall ensure service availability as defined in the Service Levels section, excluding approved maintenance windows and any other permitted exceptions. The Supplier is responsible for minimizing downtime and ensuring that any scheduled maintenance is communicated to the Customer in advance. Service availability will be continuously monitored using agreed-upon metrics and reporting tools to maintain transparency and accountability. In the event of any unexpected disruptions or outages, the Supplier shall take immediate action to restore services and provide timely updates to the Customer regarding the resolution status.
Acceptance
By executing this Agreement, the Parties acknowledge that they have read, understood, and agree to be bound by its terms and conditions.
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