1. Agreement Overview
    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.


    1. 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:
    1. Provide a thorough understanding of service ownership and the roles and responsibilities.
    2. This Agreement represents a concise description of the services provided by the Service Provider.
    3. Match perceptions of expected service provision with actual service support & delivery.




    1. Stakeholders
    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.
    1. Periodic Review
    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
    1. Service Agreement
    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;


    1. General Software Maintenance/Updates
    2. General UI Update/Change 2X Per Month
    3. Experimental UI/UX Implementation 2X Per Month
    4. Software Debugging
    5. Software Repair 1X Per Month
    6. Software Backup/Optimization






    b.   Customer Requirements




    Customer responsibilities and/or requirements in support of this Agreement include:


    • Payment for all support costs at the agreed interval.






    c.   Service Provider Requirements

     

    Service Provider responsibilities and/or requirements in support of this Agreement include:


    • Adhering to appropriate response times associated with service-related incidents.
    • Advance notification to the Customer for all maintenance.









    d.   Service Assumptions




    Assumptions related to in-scope services and/or components include:


    • Changes to services will be communicated and documented to all stakeholders.
     
    1. Service Management
    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:


    • Telephone support: 10 A.M. to 5 P.M Monday – Friday
      • Calls received out of office hours will be forwarded to a mobile phone and best efforts will be made to answer / action the call.
     
    • Email support: Monitored 10 A.M. to 5 P.M Monday – Friday
      • Emails received outside of office hours will be collected, however, no action can be guaranteed until the next working day
     
    • Onsite assistance within 72 hours during the business week






    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.
    1. Payments
    • 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.