Créer votre Service-Level Agreement (SLA)

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Instructions

A service-level agreement (SLA) is a commitment between a service provider and a client. Particular aspects of the service, e.g. quality, availability, responsibilities, are agreed between a service provider and a service user.

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Service-Level Agreement

Will the Service Provider provide service as well as the technical operation of the application (i.e. cloud solution)?

THIS SERVICE LEVEL AGREEMENT (this "Agreement") dated

April

2025

name

address

Add business name

Add next Service Provider

name

address

Add business name

Add next Client

Technical Support.

1.1

The Service Provider agrees to guarantee qualitative parameters of services provided by the Service Provider to the User based on

(the " Guarantee").

1.2

Under the terms and conditions stipulated herein the Service Provider agrees to technically operate the internet application titled

whose main functionalities are as follows

. This internet application is available on this website

(the "Operation of the Internet Application").

1.3

The Service Provider agrees to provide the Client with the following services:

1.3.1

Add another item of technical support

Terms and Conditions of Operation of Internet Application.

2.1

The Service Provider agrees to provide for computer servers with the following minimum technical specifications

2.2

The Operator agrees to ensure internet connection connectivity) with the following minimum speed

2.3

The Operator agrees to make the relevant application available through the internet at least for

% of time each calendar

2.4

The Service Provider

have the server, on which the internet application is operated, go down , namely from

o’clock to

o’clock (the "Downtime"). The Service Provider may have the server down

month as a maximum, or as otherwise agreed by the Parties.

2.5

The Service Provider may have the server go down

Client. The Operator shall inform the Client about the planned Downtime

in advance.

2.6

For the purposes of Paragraph 2.3

the time of failure of the server (i.e. the time when there is no connection of the application to the internet).

Submitting Requests.

3.1

The Client shall submit any requests for the Technical Support to the Service Provider using one of the following methods:

3.1.1

e-mail message to the e-mail address

;

3.1.2

telephone call to the telephone number

;

3.1.3

by means of the functionality

in the information system

;

Add another method of submitting requests

Priority of Requests.

4.1

The top priority requests include those related to:

4.1.1

;

Add another category of top priority requests

4.2

The high priority requests include those related to:

4.2.1

;

Add another category of high priority requests

4.3

The mid-priority requests include those related to:

4.3.1

;

Add another category of mid-priority requests

4.4

Should there be any reasonable doubts about the category to which the relevant request belongs, it shall be presumed that it belongs to the category of

priority requests.

Time of Admission of Requests.

5.1

The Service Provider is obliged to receive requests from the Client for Technical Support

, i.e. twenty-four seven, including public holidays and weekends..

Request Response Time.

6.1

The Service Provider is obliged to respond to the Client’s requests (including the confirmation of receiving of the request) with top priority within

at the latest from delivery of such a request in line with the terms and conditions set out in Article 5 hereof.

6.2

at the latest from delivery of such a request in line with the terms and conditions set out in Article 5 hereof. The Service Provider is obliged to respond to the Client’s request (including the confirmation of receiving of the request) with high priority within.

6.3

The Service Provider is obliged to respond to the Client’s request (including the confirmation of receiving of the request) with mid priority within

at the latest from delivery of such a request in line with the terms and conditions set out in Article 5 hereof.

6.4

The Service Provider is obliged to respond to the Client’s request (including the confirmation of receiving of the request) with low priority within

at the latest from delivery of such a request in line with the terms and conditions set out in Article 5 hereof.

Request Resolution Time.

7.1

The Service Provider is obliged to

with top priority within

at the latest from the delivery of such a request in line with the terms and conditions set out in Article 5 hereof.

7.2

The Service Provider is obliged to

with high priority within

at the latest from the delivery of such a request in line with the terms and conditions set out in Article 5 hereof.

7.3

The Service Provider is obliged to

with mid priority within

at the latest from the delivery of such a request in line with the terms and conditions set out in Article 5 hereof.

7.4

The Service Provider is obliged to

with low priority within

at the latest from the delivery of such a request in line with the terms and conditions set out in Article 5 hereof.

Scope of Technical Support.

8.1

The Service Provider agrees to provide the Client with Technical Support of the following maximum scope

man-hours

Remuneration.

I want to agree on

9.1

The Client agrees to remunerate the Service Provider for the Operation of the Internet Application with an amount of

+ In Words

, due on

day of the month

the specified period.

9.2

The Client agrees to remunerate the Service Provider for the provision of the Technical Support in the scope agreed in Article 8 hereof with a fixed rate of

+ In Words for each calendar

of the Technical Support provided hereunder (the “Rate”).

9.3

Any amounts specified herein

VAT.

Payment Terms.

10.1

The Rate is payable by

day of the

for which the Rate is paid.

10.2

Any pecuniary consideration for the Service Provider is payable

, kept by in the registered office of the

Contractual Penalty.

11.1

Should the Client be in default with the payment of the Remuneration under Article 10.1 of the Agreement, the Client shall pay to the Service Provider a contractual penalty in the amount of

% of the due amount for each day in delay until the outstanding amount has been fully paid.

11.2

Should the Service Provider be in default with commencement of resolution of the Client’s request of top priority as specified in Paragraph 7.1 hereof, the Service Provider shall pay to the Client a contractual penalty in the amount of

+ In Words

of the default until the resolution of the relevant Client's request commences.

11.3

Should the Service Provider be in default with commencement of resolution of the Client’s request of high priority as specified in Paragraph 7.2 hereof, the Service Provider shall pay to the Client a contractual penalty in the amount of

+ In Words

of the default until the resolution of the relevant Client's request commences.

11.4

Should the Service Provider be in default with commencement of resolution of the Client’s request of high priority as specified in Paragraph 7.3 hereof, the Service Provider shall pay to the Client a contractual penalty in the amount of

+ In Words

of the default until the resolution of the relevant Client's request commences.

11.5

Should the Service Provider breach any of the obligations specified in Paragraph 2.1 hereof, the Service Provider shall pay to the Client a contractual penalty in the amount of

+ In Words for each started day in breach with the Service Provider’s obligation.

11.6

Should the Service Provider breach any of the obligations specified in Paragraph 2.2 hereof, the Service Provider shall pay to the Client a contractual penalty in the amount of

+ In Words for each started day in breach with the Service Provider’s obligation.

11.7

Should the Service Provider breach any of the obligations specified in Paragraph 2.3 hereof, the Service Provider shall pay to the Client a contractual penalty in the amount of

+ In Words for each started

, of disconnection of the application from the internet beyond the limit specified in the relevant above paragraph.

Term of Agreement.

12.1

The term of this Agreement (the 'Term') will begin on the date of this Agreement and will remain in full force and effect

April

2025

12.2

may terminate this Agreement prior to the completion of the Services.

12.3

In the event that either Party wishes to terminate this Agreement prior to _____ , such Party will be required to provide

days written notice to the other Party.

Information shall be kept confidential by

Confidential Information.

13.1

The Confidential Information will include all data and information relating to the business and management of any Party , including but not limited to:

Add next item

13.2

The Confidential Information of each Party will not include information that:

Add next exception

13.3

Each Party may disclose any of the Confidential Information:

Add next item

Assignment.

14.1

The rights and obligations of the Service Provider as existing under this Agreement

be assigned in whole or in part to a third party , without the prior written consent of the Client.

14.2

The rights and obligations of the Client as existing under this Agreement

be assigned in whole or in part to a third party , without the prior written consent of the Service Provider.

Force Majeure.

16.1

Notwithstanding the preceding, in the event such Force Majeure continues for a period of

consecutive months, either party shall have the right, but not the obligation, to serve a written notice on the other terminating this Agreement in full and each shall have no further obligation whatsoever to the other save that Company shall continue to be obliged to make payments of monies due hereunder but not paid at the date of termination.

Applicable Law.

17.1

This Agreement shall be governed by and construed in accordance with the laws of Country of

Pronouns; Statutory References.

Interpretation.

References to this agreement.

Exhibits.

Severability.

Cooperation.

Paragraph Headings.

Counterparts.

Entire Agreement.

SIGNED, SEALED AND DELIVERED

Add witness

SIGNED, SEALED AND DELIVERED

Add witness

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Créer votre Service-Level Agreement (SLA)

Instructions

Service-Level Agreement

Obtenez ce document aux formats PDF et Word

Produits

Apprendre

Partners

Business size

Industries

Departements

Société

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Pays sélectionné

Créer votre Service-Level Agreement (SLA)

Instructions

Service-Level Agreement

Obtenez ce document aux formats PDF et Word

Produits

Apprendre

Partners

Business size

Industries

Departements

Société

Suivez-nous