Free Service Level Agreement Template

Free Service Level Agreement (SLA) Template

1. Introduction
   This Service Level Agreement (“SLA”) is a contract between [ Service Provider Name ] (“Provider”) and [ Customer Name ] (“Customer”) that outlines the quality, availability, and responsibilities associated with the services provided by the Provider. This SLA sets forth the agreed-upon standards, metrics, and procedures to ensure consistent service delivery and manage customer expectations.
2. Definitions
   • Provider: [ Service Provider Name ], the entity responsible for delivering the services outlined in this SLA.
   • Customer: [Customer Name], the entity receiving the services provided by the Provider.
   • Services: The specific services covered under this SLA, as described in Section 3.
   • Performance Metrics: The standards and metrics used to measure the quality and availability of the services, as outlined in Section 4.
   • Service Level Targets: The desired levels of performance for each performance metric, as defined in Section 4.
   • Service Credits: Compensation or remedies provided to the Customer in the event of service failures, as detailed in Section 6.
3. Services
   The services covered under this SLA include, but are not limited to:
   • [ Description of Service 1 ]
   • [ Description of Service 2 ]
   • [ Description of Service 3 ]
4. Performance Metrics
   The performance of the services will be measured based on the following metrics:
   • Availability/Uptime Percentage: The percentage of time during which the services are available and accessible to the Customer.
   • Response Time: The time taken by the Provider to respond to customer inquiries, requests, or incidents.
   • Resolution Time: The time taken by the Provider to resolve customer-reported issues or incidents.
   • Service Reliability: The frequency of service interruptions or failures.
   • Customer Satisfaction: Customer feedback and satisfaction ratings regarding the quality of services are provided by the customer.
5. Service Level Targets
   The following targets have been established for the performance metrics:
   • Availability/Uptime Percentage: [ Target Percentage ]
   • Response Time: [ Target Timeframe ]
   • Resolution Time: [ Target Timeframe ]
   • Service Reliability: [ Target Frequency ]
   • Customer Satisfaction: [ Target Rating ]
6. Service Credits
   In the event that the Provider fails to meet the service level targets outlined in this SLA, the Customer may be eligible to receive service credits as follows:
   • Availability/Uptime Percentage: [ Service Credit Percentage ] of monthly service fees for each percentage point below the target uptime percentage.
   • Response Time: [ Service Credit Amount ] for each hour of delay beyond the target response time.
   • Resolution Time: [ Service Credit Amount ] for each hour of delay beyond the target resolution time.
7. Reporting and Monitoring
   The Provider will monitor and report performance metrics on a [ Frequency ] basis. Reports will be provided to the Customer detailing performance against the service level targets.
8. Issue Resolution
   The Provider will follow the procedures outlined in the SLA for reporting, escalating, and resolving customer-reported issues or incidents in a timely manner.
9. Termination
   Either party may terminate this SLA with [ Notice Period ] written notice if the other party fails to remedy a material breach of the agreement within the specified timeframe.
10. Review and Revision
    This SLA will be subject to periodic review and may be revised as necessary to reflect changes in business requirements, service offerings, or performance metrics.
11. Governing Law
    This SLA shall be governed by and construed in accordance with the laws of [ Jurisdiction ]. Any disputes arising from or in connection with this SLA shall be resolved through mutual negotiation or mediation.
12. Signatures
    This SLA shall become effective upon execution by authorized representatives of both parties.[ Signature of Provider Representative ]                [ Signature of Customer Representative ][ Printed Name of Provider Representative ]        [ Printed Name of Customer Representative ][ Date ]                                                                          [ Date ]
13. Conclusion
    This Service Level Agreement outlines the mutual commitments, responsibilities, and expectations between the Provider and the Customer regarding the services provided. By adhering to the terms and standards outlined in this SLA, both parties aim to ensure the delivery of high-quality, reliable services that meet the needs and expectations of the Customer.

Notes:

1. This template is provided for informational purposes and should be reviewed by legal professionals to ensure compliance.
2. Replace “[ Your Company Name ],” “[ Date ],” “[ Your Contact Information ],” etc., with your specific details.
3. Ensure that your Privacy Policy accurately reflects your data collection and usage practices and complies with mobile app and privacy laws.
4. Regularly review and update your Privacy Policy to stay compliant with evolving mobile app and privacy regulations.
5. It’s advisable to seek legal counsel to customize this template to your specific circumstances and ensure full compliance.