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SERVICE LEVEL AGREEMENT
Between Your Company and Service Provider

EFFECTIVE DATE: [Insert Date]
AGREEMENT PERIOD: [Insert Period]

1. SERVICE DESCRIPTION

This Service Level Agreement (SLA) defines the performance standards and service commitments for Managed IT Services provided by Service Provider to Your Company.

2. SERVICE AVAILABILITY

2.1 Uptime Commitment
Service Provider commits to maintaining 99.5% uptime for covered services, calculated monthly.

2.2 Measurement Period
Service availability is measured 24/7/365, excluding scheduled maintenance windows approved at least 72 hours in advance.

2.3 Downtime Definition
Downtime is defined as any period where the service is unavailable to end users, excluding:
• Scheduled maintenance with proper notice
• Force majeure events
• Issues caused by Your Company's infrastructure or actions
• Third-party service provider outages beyond Service Provider's control

3. INCIDENT RESPONSE & RESOLUTION TIMES

3.1 Priority 1 - Critical Issues
Definition: Complete service outage affecting all users or critical business systems
• Response Time: 15 minutes
• Resolution Target: 4 hours
• Escalation: Immediate notification to Your Company management

3.2 Priority 2 - High Impact Issues
Definition: Significant service degradation affecting multiple users or key functionality
• Response Time: 1 hour(s)
• Resolution Target: 24 hours
• Escalation: Notification within 2 hours if resolution at risk

3.3 Priority 3 - Medium Impact Issues
Definition: Limited impact affecting individual users or non-critical systems
• Response Time: 4 hours (business hours)
• Resolution Target: 72 hours (business hours)
• Escalation: Standard escalation procedures

3.4 Priority 4 - Low Impact Issues
Definition: Minor issues, questions, or enhancement requests
• Response Time: 8 business hours
• Resolution Target: As agreed on case-by-case basis
• Escalation: None required unless recurring

4. SERVICE CREDITS & REMEDIES

4.1 Availability Credits
If monthly uptime falls below target:
• 99.5% - 99.0%: 5% service credit
• 99.0% - 98.5%: 10% service credit
• Below 98.5%: 15% service credit + review meeting

4.2 Response Time Credits
For each incident where response time exceeds SLA:
• Priority 1: 5% monthly credit per occurrence
• Priority 2: 2% monthly credit per occurrence
• Priority 3: 1% monthly credit per occurrence

4.3 Credit Limitations
• Maximum monthly credit: 25% of monthly service fee
• Credits must be claimed within 30 days of incident
• Credits issued as account credit, not cash refund

5. SECURITY & COMPLIANCE REQUIREMENTS

5.1 Security Standards
Service Provider must maintain:
• ISO 27001 certification or equivalent information security management system
• Annual third-party penetration testing with results shared
• SOC 2 Type II audit report (annual)
• Cyber insurance coverage (minimum $5 million)

5.2 Data Protection
• All Your Company data encrypted at rest and in transit
• Data backup and recovery procedures tested quarterly
• Maximum 4-hour Recovery Time Objective (RTO) for critical systems
• Maximum 1-hour Recovery Point Objective (RPO) for critical data

5.3 Access Controls
• Multi-factor authentication required for all administrative access
• Principle of least privilege applied to all accounts
• Access reviews conducted quarterly
• Immediate revocation upon staff termination

5.4 Incident Response
• Security incidents reported within 2 hours of detection
• Formal incident response plan shared and tested annually
• Root cause analysis within 5 business days of resolution
• Remediation plan with specific timelines

6. REPORTING & GOVERNANCE

6.1 Monthly Service Reports
Service Provider will provide monthly reports including:
• Service availability statistics and uptime percentage
• Incident summary by priority level
• Response and resolution time performance
• Ticket aging and backlog analysis
• Planned changes and maintenance schedule

6.2 Quarterly Business Reviews
• In-person or virtual meeting with stakeholders
• Review of SLA performance trends
• Discussion of recurring issues and improvement plans
• Technology roadmap updates
• Budget and forecasting review

6.3 Annual Reviews
• Comprehensive service assessment
• SLA targets review and adjustment
• Pricing and contract terms discussion
• Strategic technology planning

7. CHANGE MANAGEMENT

7.1 Change Approval Process
All changes to production systems require:
• Written change request with business justification
• Impact assessment and risk analysis
• Rollback plan documented
• Approval from Your Company before implementation

7.2 Emergency Changes
In urgent situations threatening security or availability:
• Service Provider may implement emergency changes
• Your Company must be notified immediately
• Formal change documentation within 24 hours
• Post-implementation review required

8. VENDOR OBLIGATIONS

8.1 Staffing Requirements
• Named account manager available during business hours
• 24/7 technical support contact
• Minimum staff certification levels maintained
• Escalation procedures documented and current

8.2 Documentation
• Current system documentation
• Network diagrams and asset inventory
• Password management in secure vault
• Disaster recovery procedures

8.3 Communication
• Primary contact responds within 4 business hours
• Status updates during incidents every 2 hours minimum
• Proactive notification of potential issues
• Monthly service review calls

9. CONTRACT TERMINATION & TRANSITION

9.1 Termination Rights
Your Company may terminate this agreement:
• For convenience with 90 days written notice
• For cause with 30 days notice if SLA breaches exceed remedies in two consecutive months
• Immediately for material breach (security incident, data loss, fraud)

9.2 Transition Assistance
Upon termination, Service Provider will:
• Provide 60 days of transition support at standard rates
• Transfer all documentation, credentials, and assets
• Maintain service levels during transition period
• Cooperate fully with incoming provider
• Securely delete all Your Company data after transition

9.3 Data Return
• All Your Company data in industry-standard formats
• Certified deletion of data from all Service Provider systems
• Transfer of all licenses owned by Your Company
• No hostage scenarios or unreasonable exit barriers

10. DEFINITIONS

Business Hours: Monday-Friday, 8:00 AM - 6:00 PM AEST/AEDT, excluding public holidays
Response Time: Time from incident report to initial contact from qualified technical resource
Resolution Time: Time from incident report to confirmed resolution
Scheduled Maintenance: Planned work with minimum 72 hours notice, preferably during off-hours
Service Credit: Credit toward future invoices, calculated as percentage of monthly service fee

11. ACCEPTANCE

By signing below, both parties agree to the terms and conditions set forth in this SLA.

Your Company                           Service Provider

_________________________              _________________________
Signature                              Signature

_________________________              _________________________
Name & Title                          Name & Title

_________________________              _________________________
Date                                   Date


APPENDIX A: CONTACT INFORMATION
[To be completed]

APPENDIX B: COVERED SYSTEMS & SERVICES
[To be completed]

APPENDIX C: EXCLUDED SERVICES
[To be completed]