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Service Level Agreement (SLA)
1. Agreement Overview
This Service Level Agreement (SLA) is between:
Service Provider: We Build Agents, located at [Company Address].
Client: [Client Name], located at [Client Address].
This Agreement outlines the parameters of all services covered, as they are mutually understood by the primary stakeholders.
2. Goals and Objectives
The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent service support and delivery to the Client(s) by the Service Provider.
The goals of this Agreement are to:
Provide clear reference to service ownership, accountability, roles, and responsibilities.
Present a clear, concise, and measurable description of service provision to the Client.
Match perceptions of expected service provision with actual service support and delivery.
3. Service Scope
The following services are covered by this Agreement:
[List specific services provided, e.g., "Website development and maintenance," "Digital marketing campaigns," etc.]
4. Service Management
Service Availability
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
Telephone Support: [e.g., 9:00 A.M. to 5:00 P.M. GMT, Monday through Friday]
Email Support: [e.g., Monitored 9:00 A.M. to 5:00 P.M. GMT, Monday through Friday]
On-Site Assistance: [e.g., Available upon request and subject to scheduling]
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 Client within the following time frames:
High Priority: [e.g., Within 4 hours during business hours]
Medium Priority: [e.g., Within 1 business day]
Low Priority: [e.g., Within 3 business days]
5. Performance Metrics
The following performance metrics will be used to measure the effectiveness of services provided:
Uptime: [e.g., 99.9% availability during business hours]
Response Time: [e.g., Responses to support requests within specified time frames]
Resolution Time: [e.g., Resolution of issues within agreed time frames]
6. Client Responsibilities
Client responsibilities and/or requirements in support of this Agreement include:
Payment for all support costs at the agreed interval.
Reasonable availability of client representative(s) when resolving a service-related incident or request.
Provision of necessary access to hardware, software, and other resources.
7. Service Provider Responsibilities
Service Provider responsibilities and/or requirements in support of this Agreement include:
Meeting response times associated with service-related incidents.
Appropriate notification to the Client for all scheduled maintenance.
Providing professional and courteous service to the Client.
8. Confidentiality
Both parties agree to maintain the confidentiality of all proprietary information and data exchanged during the term of this Agreement.
9. Termination
Either party may terminate this Agreement by providing [e.g., 30 days] written notice to the other party. Termination does not absolve the Client of any outstanding payment obligations.
10. Agreement Review
This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum of once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.