Services & Consulting
Service Level Agreement (SLA)
Service level agreement with uptime guarantees, response times, performance metrics, and service credits. Two signers (provider and client).
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# Service Level Agreement (SLA) **Effective Date:** ___________ This Service Level Agreement ("SLA" or "Agreement") is entered into by and between: **Service Provider:** ___________ ("Provider") **Client:** ___________ ("Client") This SLA is ___________. **Master Agreement Reference (if applicable):** ___________ ## 1. Service Description **Service Name:** ___________ **Service Type:** ___________ **Service Description:** ___________ **Service Hours:** ___________ ## 2. Uptime Guarantee **Monthly Uptime Commitment:** ___________ **Uptime Measurement:** ___________ **Excluded from Uptime Calculation:** (a) Scheduled maintenance windows (with at least ___________). (b) Force majeure events (natural disasters, war, government action). (c) Issues caused by Client's systems, configurations, or third-party integrations. (d) Internet connectivity issues outside the Provider's network.
Fields (53)
effective date
date 路 required
provider name
text 路 required
client name
text 路 required
sla relationship
select 路 required
master agreement ref
text
service name
text 路 required
service type
select 路 required
service description
textarea 路 required
service hours
select 路 required
uptime target
select 路 required
uptime measurement
select 路 required
maintenance notice
select 路 required
maintenance window
select 路 required
p1 response
select 路 required
p1 resolution
select 路 required
p2 response
select 路 required
p2 resolution
select 路 required
p3 response
select 路 required
p3 resolution
select 路 required
p4 response
select 路 required
p4 resolution
select 路 required
support channel
select 路 required
support url
text
l1 escalation
text 路 required
l2 escalation
text 路 required
l3 escalation
text 路 required
account manager
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reporting frequency
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review meetings
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credit tier1
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credit tier2
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credit tier3
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credit tier4
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max credit
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credit request window
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backup frequency
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backup retention
select 路 required
rpo
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rto
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dr test frequency
select 路 required
breach notification
select 路 required
compliance
select 路 required
change notice
select 路 required
term
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renewal term
select 路 required
renewal notice
select 路 required
termination notice
select 路 required
chronic failure
select 路 required
governing state
select 路 required
provider signer name
text 路 required
provider signer title
text 路 required
client signer name
text 路 required
client signer title
text 路 required
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