SERVICE LEVEL AGREEMENT (SLA)
Between [Your Company Name] (“Service Provider”)
and
[Client/Organization Name] (“Client”)
Effective Date: [Insert Date]
Agreement Duration: [Insert Term]
1. PURPOSE
This SLA defines the service standards, performance metrics, responsibilities, and support commitments for the delivery of [platform/service name], ensuring reliability, security, and efficiency.
2. SCOPE OF SERVICES
The Service Provider agrees to deliver the following:
- Platform access (web/mobile/dashboard)
- Agent management and operational tools
[e.g., e-invoicing, tax assessment, onboarding, payment processing]
API integrations (if applicable) Reporting and analytics dashboard Ongoing system maintenance and updates
3. SERVICE AVAILABILITY (UPTIME)
| Metric | Commitment |
|---|---|
| Monthly Uptime | ≥ 99.5% |
| Scheduled Maintenance | ≤ 6 hours/month (off-peak) |
| Unscheduled Downtime | ≤ 0.5% per month |
- Maintenance windows will be communicated at least 48 hours in advance
- Emergency maintenance may occur without prior notice but will be communicated immediately
4. PERFORMANCE STANDARDS
| Service Component | Target |
|---|---|
| Page/API Response Time | ≤ 3 seconds |
| Transaction Processing | Real-time / ≤ 5 seconds |
| Dashboard Load Time | ≤ 5 seconds |
5. INCIDENT MANAGEMENT & RESPONSE TIMES
Incident Severity Levels
| Severity | Definition | Response Time | Resolution Time |
|---|---|---|---|
| Critical (P1) | System outage / core functionality unavailable | ≤ 15 mins | ≤ 4 hours |
| High (P2) | Major feature impaired | ≤ 30 mins | ≤ 8 hours |
| Medium (P3) | Partial disruption | ≤ 2 hours | ≤ 24 hours |
| Low (P4) | Minor issue / request | ≤ 6 hours | ≤ 72 hours |
6. SUPPORT SERVICES
- Support Channels: Email, Phone, Dedicated Dashboard Ticketing
- Support Hours:
- Standard: 8:00 AM – 6:00 PM (Mon–Fri)
- Extended (optional): 24/7 for critical systems
- Dedicated Account Manager (for enterprise clients)
7. DATA SECURITY & COMPLIANCE
The Service Provider commits to:
- End-to-end data encryption (in transit & at rest)
- Secure authentication (role-based access control)
- Compliance with applicable regulations (e.g., NDPR)
- Daily data backups with disaster recovery capability
- Audit logs for all system activities
8. DATA BACKUP & DISASTER RECOVERY
| Metric | Commitment |
|---|---|
| Backup Frequency | Daily |
| Data Retention | Minimum 30 days |
| Recovery Time Objective (RTO) | ≤ 6 hours |
| Recovery Point Objective (RPO) | ≤ 24 hours |
9. CLIENT RESPONSIBILITIES
The Client agrees to:
- Provide accurate and timely data inputs
- Ensure proper use of the platform by staff/agents
- Maintain secure access credentials
- Promptly report incidents or anomalies
- Provide required integrations/documentation
10. SERVICE REPORTING
The Service Provider will provide:
- Monthly performance reports (uptime, usage, incidents)
- SLA compliance reports
- Insights on system usage and optimization opportunities
11. ESCALATION MATRIX
| Level | Contact | Timeline |
|---|---|---|
| Level 1 | Support Team | Immediate |
| Level 2 | Technical Lead | Within 1 hour |
| Level 3 | Head of Operations | Within 3 hours |
| Level 4 | Executive Escalation | Within 6 hours |
12. PENALTIES & SERVICE CREDITS
If SLA commitments are not met:
| Downtime Level | Service Credit |
|---|---|
| 99.0% – 99.5% | 5% monthly fee |
| 98.0% – 98.9% | 10% monthly fee |
| < 98.0% | 15% monthly fee |
13. CONFIDENTIALITY
Both parties agree to maintain strict confidentiality of:
- User data
- Financial information
- System architecture and proprietary processes
14. TERMINATION
Either party may terminate this agreement:
- With 30 days written notice
- Immediately in case of material breach
15. AMENDMENTS
This SLA may be updated upon mutual agreement in writing.
16. SIGNATURES
Service Provider:
Name: __________________
Title: __________________
Signature: ______________
Date: __________________
Client:
Name: __________________
Title: __________________
Signature: ______________
Date: __________________