Service Level Agreement (SLA)
Last Updated: July 17, 2023
Introduction
This Service Level Agreement (SLA) is entered into between [Company Name], hereinafter referred to as "SCTY," and [Client Name], hereinafter referred to as the "Client." This SLA defines the terms and conditions for the provision of services by SCTY to the Client.
Service Description
SCTY agrees to provide the following services to the Client:
—
[Service 2]: Description of service 2.
[Service 3]: Description of service 3.
[Service N]: Description of service N.
Service Level Objectives
SCTY commits to achieving the following service level objectives for the services provided:
[Objective 1]: Description of objective 1.
[Objective 2]: Description of objective 2.
[Objective 3]: Description of objective 3.
[Objective N]: Description of objective N.
Service Availability
SCTY will make reasonable efforts to ensure that the services are available and accessible to the Client. The target availability for the services is [percentage] on a 24/7 basis, excluding scheduled maintenance and force majeure events.
Incident Response Time
SCTY will respond to incidents reported by the Client within a reasonable time frame. The target response time for incidents is [time frame], measured from the time of reporting.
Escalation Procedures
In the event of a service disruption or incident, the following escalation procedures will be followed:
Level 1: Initial incident report and investigation by SCTY support team.
Level 2: Escalation to senior support staff or technical team for further investigation and resolution.
Level 3: Escalation to management or executive level for critical issues that require immediate attention.
Problem Resolution
SCTY will use reasonable efforts to resolve problems identified by the Client within an agreed-upon time frame. The resolution time will depend on the severity of the problem, as classified by SCTY.
Performance Monitoring and Reporting
SCTY will continuously monitor the performance of the services provided to the Client and provide regular reports on service performance, including uptime, response times, and other relevant metrics.
Service Changes
SCTY will provide advance notice to the Client for any planned maintenance or changes to the services that may impact availability or performance. Such notice will be provided within a reasonable time frame, allowing the Client to plan accordingly.
Service Credits
In the event that SCTY fails to meet the agreed-upon service level objectives, the Client may be eligible for service credits as mutually agreed upon in a separate Service Credit Agreement.
Termination
Either party may terminate this SLA with prior written notice if there is a material breach of the terms and conditions outlined herein. Termination shall be without prejudice to any rights or obligations accrued before the termination date.
Governing Law and Jurisdiction
This SLA shall be governed by and construed in accordance with the laws of New York State. Any disputes arising under or in connection with this agreement shall be subject to the exclusive jurisdiction of the courts of New York State.
This SLA represents the entire agreement between SCTY and the Client and supersedes any prior discussions or agreements, whether written or oral. Any modifications to this SLA must be made in writing and signed by both parties.
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