A Service Level Agreement is a contract between a Service Provider and a Client that specifies a certain level of service to be provided. The service(s) in question may be offered to the Client or to the Client’s customers. Service elements detailed in this agreement include customer service hours, amount and method of customer support, performance levels, availability of technology services/applications (e.g. percentage of web server downtime), response time to Client or customer inquiries, time required to fix problems, etc. It is up to both parties to negotiate what is considered acceptable and what will be guaranteed. The fees attached to the service(s) are also included.
In order for the agreement to be enforceable, the metrics chosen need to be measurable. A Client is free to add service expectations to the contract, but it is up to the Service Provider to guarantee if it will or will not be able to meet them. If in the course of business, guaranteed service levels are not met then the Client is entitled to receive monetary compensation, as specified in this contract.
Document Content
1. UNDERTAKINGS
2. TERM AND TERMINATION
3. FINANCIAL PROVISIONS
4. WARRANTY AND LIABILITY
5. ACCESS, TITLE AND INSURANCE
6. CANCELLATION FOR CAUSE
7. NON-COMPETITION
a. By Client
b. By Service Provider
8. NOT A LEASE OR LICENSE
9. INDEPENDENT CONTRACTOR RELATIONSHIP
10. GENERAL
11. GOVERNING LAW
12. ATTORNEY FEES PROVISION
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