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Agreement

Service Level Agreement (SLA)

A service level agreement that defines the measurable performance standards, response times and remedies for services provided to a client.

SERVICE LEVEL AGREEMENT

This Service Level Agreement is made on [Date] between [Party A Name], having its office at [Address] ("Service Provider"), and [Party B Name], having its office at [Address] ("Client").

  1. Services. The Service Provider shall provide [Description of Services] to the Client with effect from the Effective Date in accordance with the standards set out below.
  2. Service Availability. The Service Provider shall maintain an uptime of at least [Percentage]% measured on a monthly basis, excluding scheduled maintenance.
  3. Response Times. Support requests shall be acknowledged within [Number] hours and prioritised as Critical, High, Medium or Low as defined herein.
  4. Resolution Times. The Service Provider shall use reasonable efforts to resolve Critical issues within [Number] hours and other issues within the agreed windows.
  5. Support Hours. Support shall be available during [Support Hours, e.g. 9:00 AM to 6:00 PM IST on business days] through [Email / Phone / Portal].
  6. Service Credits. If the Service Provider fails to meet the committed service levels, the Client shall be entitled to service credits of [Amount / Percentage] as the sole remedy.
  7. Reporting. The Service Provider shall furnish periodic performance reports covering uptime, tickets and resolution metrics.
  8. Exclusions. Service levels shall not apply to failures caused by force majeure, Client acts or third-party networks beyond the Provider's control.
  9. Charges. The Client shall pay Rs. [Amount] for the Services as per the agreed billing cycle, subject to applicable GST.
  10. Governing Law & Jurisdiction. This Agreement shall be governed by Indian law and subject to the exclusive jurisdiction of the courts at [City].

IN WITNESS WHEREOF, the parties have signed this Service Level Agreement on the date first written above.

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For [Party A Name] (Service Provider)
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For [Party B Name] (Client)
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Witness 1
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Witness 2

Before you use it — fill in / check

  • Party 1
  • Party 2
  • Scope/consideration
  • Effective date

How to use this template

  1. Read through and replace every [bracketed] or blank placeholder with your actual details.
  2. Delete any clause that doesn't apply and add anything specific to your situation.
  3. Click Print / Save as PDF to download, or Copy text to paste into your letterhead.
  4. Get it signed / stamped / notarised as required, and keep a copy for your records.

This is a general, editable template for convenience only — not legal advice. For anything material, have a professional review it. TaxClue isn't liable for how it's used.