SERVICE LEVEL AGREEMENT
This Service Level Agreement (shall hereinafter referred to as SLA) is between _______________________ (hereinafter referred to as the Service provider) and _______________________ (hereinafter referred to as the customer).
The parties herein agree to enter into this SLA willingly and acknowledge being bound by the terms set hereinafter.
- PURPOSE.
The purpose of the SLA is to provide software hosting and any related services due to the service provider providing the hosting services.
- CONTRACTUAL PERIOD.
The parties herein agree that this SLA shall be for one (1) year.
Suppose any party is desirous of extending or of renewing the contractual period. In that case, they should give one (1) month’s notice in writing before the date of expiry requesting renewal of the SLA or a new SLA, a request which shall be considered by the Service provider and a fresh SLA signed by both parties.
- SERVER HOSTING.
The service provider shall provide web hosting services stored in servers that offer internet and email connectivity, domain name, space to hold the files.
The service provider shall provide software and credentials to the customer to access these sites.
- NETWORK AVAILABILITY.
The service provider guarantees that the amount of uptime and downtime in the provided network system shall be _____________________________________
- SERVICE INTERRUPTION.
The hosting software service will have scheduled downtimes to perform the necessary maintenances on the serves.
The scheduled downtime shall be communicated to the customer ten (10) days prior to the customer to make any necessary arrangements and take necessary precautions.
The service provider shall provide Tier 1 support during the maintenance. The customer shall need to shut down operations completely to enable the power and cooling capacity of the total IT load.
- MANAGEMENT ESCALATION PROTOCOL.
The service provider shall provide the following methods to deal with potential problems; –
- LIABILITY.
In performing services under the SLA, the customer agrees to indemnify and hold blameless the service provider from any liability arising from the performance of services under this SLA and against any claims, loss, injury, or damage from any but not limited to the breach of security of the servers, malware or any theft.
The Customer shall not hold the service provider liable against any outage, security breaches, malware, service interruption, or network unavailability.
- TERMINATION.
Either party to this SLA can terminate the services by giving a thirty (30) days prior written notice stating the reason for termination of the SLA.
This SLA can only be terminated by either party when one violates the terms provided herein, which violation shall be clearly and precisely indicated on the written notice.
- CONFIDENTIALITY.
Any information that any party to this SLA shall have access to is confidential information. The same shall not be disclosed to any third parties unless required by a court order or by consent of the other party.
Failure to comply with this clause shall be deemed as a breach of terms of this SLA.
- GOVERNING LAW.
This SLA shall be governed and interpreted by the Laws of the state of Florida.
- DISPUTE RESOLUTION MECHANISM.
Any conflict or dispute that arises from the performance of this SLA, parties will seek suitable resolution through an agreed mediator who shall assist the parties in reaching a favorable solution to the dispute.
- FORCE MAJEURE.
In any event to which a diligent party could not have reasonably avoided in the circumstances, which are unforeseen and beyond the control of a party and includes but are not limited to civil disorder, earthquake, storm, flood, riots, or other actions.
Any circumstances that hinder a party’s ability to fulfill its obligation under this SLA shall not be considered a breach, provided that all reasonable parameters were taken.
- MODIFICATION.
This SLA shall not be modified or amended except in writing and signed by both parties and specifically referring to this SLA.
HOWEVER, the SLA shall take priority over any other document providing contradictory content/agreement.
IN WITNESS WHEREOF, the parties hereunto agree to be bound by the terms hereinabove;-
_________________________________
(The duly authorized representative of the Service Provider’s Signature)
________________________________________________
(The duly Authorized Representative)
______________________________________
(The Customer/Duly Authorized Representative Signature)
___________________________________________________
(The Customer/Duly Authorized Representative Name)
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