This Service-Level Agreement (this “Agreement” or this “Service-Level Agreement”), effective as of [Effective date], (“Effective Date”) is made by and between [Client. Company], a company organized and existing in [Client. State], with offices located at [Client. Address] (“Customer”) and [Supplier. Company], a company organized and existing in [Supplier. State], with offices located at [Supplier. Address] (“Supplier”).
This Agreement remains valid until mutually endorsed by the stakeholders.
Goals & Objectives
The goal of this Agreement is to obtain mutual agreement between the Service Provider(s) and Client(s).
The objectives of this Agreement are to:
Provide a thorough understanding of service ownership and the roles and responsibilities.
This Agreement represents a concise description of the services provided by the Service Provider.
Match perceptions of expected service provision with actual service support & delivery.
The Service Provider(s) and Client(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA.
The terms stated in the Agreement shall be valid from the Effective Date. The revisions to this agreement shall be carried out every fiscal year, however, during the revision, the current Agreement shall be considered valid.
Business Relationship Manager: Khochora Software Limited
The following are the responsibility of the Service Provider in the ongoing support of this Agreement.
a. Service Scope
The following Services are covered by this Agreement;
General Software Maintenance/Updates
General UI Update/Change 2X Per Month
Experimental UI/UX Implementation 2X Per Month
Software Repair 1X Per Month
b. Customer Requirements
Customer responsibilities and/or requirements in support of this Agreement include:
c. Service Provider Requirements
Service Provider responsibilities and/or requirements in support of this Agreement include:
d. Service Assumptions
Assumptions related to in-scope services and/or components include:
For maintaining adequate customer-support levels, this Agreement lists the available scope of services provided by the Service Provider. This lists details regarding availability, monitoring, and other relevant factors.
a. Service Availability
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
b. Service Requests
In support of services outlined in this Agreement, the Service Provider will respond to service-related incidents and/or requests submitted by the Customer within the following time frames:
0-8 hours (during business hours) for issues classified as High
Within 48 hours for issues classified as Medium
Within 5 working days for issues classified as Low
Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.
Payments of the project services will be commited by the Client(s) 30 Days in advance
Payments which uses third-party processing such as PayPal, WireTransfer, WiPay, will be subjected to an additional processing fee which the Client(s) agrees to pay
The effective date of this contract will be the date of the first payment
Payment for billings cycle must be committed in full on the 29th day or the services to be rendered will be suspended until payment is committed.