Service Level Agreement Template

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General Purpose. A Service Level Agreement is a specialized form of independent contractor agreement. The type of service contracts where a service level agreement is best suited are those where the level of service is to be at a guaranteed level or is variable with pricing subject to varying levels of service. Examples include web hosting, data archiving, technical support outsourcing, help desk outsourcing, and telecommunications service providers. Here are important questions to be addressed in a service level agreement:

• What services is the Service Provider promising to deliver?
• How, when, and at what level will the Service Provider deliver?
• For those services to be measured, how will measurement by made? By whom?
• Minimum guaranteed service levels? Penalties for failure to meet minimum service levels?

The MedLawPlus.com® service level agreement is meant for use by small businesses and is not meant as a high level, comprehensive service level agreement for large transactions.

The following is a list of feature contained in our service level agreement (although a user does not have to incorporate all features):

1. Contract term (for set period or no set term, i.e., month-to-month)
2. Summary statement of services to be provided
3. Terms of pricing
4. List products, if any, and prices therefore to be sold ancillary to service contract
5. Price and billing details
6. Full description of each service, definition of any services levels, mehtod of measuring (if subject to service level), and penalties
7. Force majeure clause optional
8. Confidentiality clause optional
9. Designation of state law to apply to contract optional
10. Designation of jurisdiction of any lawsuit arise out of contract dispute also optional.

Other service level agreement info and samples:

• Sample SLA
• SLA info from Duke University
• SLA info from Sun
• About SLAs for data