Service Level Agreement (SLA) Template: Metrics, Credits & Support

Service Provider: [Service Provider Name], with its principal place of business at [Address]

Client: [Client Name], with its principal place of business at [Address]

1. Purpose

This Agreement sets forth the terms and conditions under which the Service Provider will deliver services to the Client, including performance standards, responsibilities, and remedies.

2. Services Covered

The Service Provider agrees to provide the following services:

[List of services to be delivered]

3. Service Availability

The Service Provider shall ensure that the services are available [percentage]% of the time, excluding scheduled maintenance.

4. Performance Standards

5. Client Responsibilities

The Client agrees to:

• Provide necessary access to systems, personnel, and resources.
• Notify the Service Provider promptly of service issues.
• Comply with usage policies and applicable laws.

6. Reporting and Monitoring

The Service Provider will provide regular reports on service performance and make monitoring data available to the Client upon request.

7. Remedies for Non-Compliance

In the event of failure to meet the agreed standards, the Client shall be entitled to remedies such as service credits, termination rights, or other measures as mutually agreed.

8. Term and Termination

This Agreement shall commence on the Effective Date ([Date]) and continue for [Term Length], unless terminated earlier for cause or by mutual consent.

9. Confidentiality

Both parties agree to maintain confidentiality of proprietary and sensitive information exchanged under this Agreement.

10. Governing Law

This Agreement shall be governed by and construed under the laws of [State or Country].