Service Level Agreement

Effective date: [Date]

This Service Level Agreement is entered into by and between [Customer legal name], [address and entity details] (“Customer”), and [Service Provider legal name], [address and entity details] (“Service Provider”), together the “Parties.”

1. Services and exclusions

[Service component and hours]

2. Definitions

[SLO formula and measurement source]

3. Service levels

[Severity response and restore target]

4. Measurement and reporting

[Maintenance exclusion]

5. Support and incident response

[Credit calculation and claim window]

6. Customer responsibilities

[Escalation and review cadence]

7. Service credits

[Service credits: record the definitions, obligations, approvals, timing, exceptions, and consequences that apply to this Service Level Agreement]

8. Security and confidentiality

[Security and confidentiality: record the definitions, obligations, approvals, timing, exceptions, and consequences that apply to this Service Level Agreement]

9. Term and signatures

[Term and signatures: record the definitions, obligations, approvals, timing, exceptions, and consequences that apply to this Service Level Agreement]

Signatures

Customer

Name: [Name]
Title: [Title or capacity]
Signature: ____________________
Date: [Date]

Service Provider

Name: [Name]
Title: [Title or capacity]
Signature: ____________________
Date: [Date]

Legal notice: This editable working draft is not legal advice. Have qualified counsel review it for the governing law, parties, transaction, and intended use.