Service Level Agreement (SLA) for Software Development Consulting Services
1. Introduction
This Service Level Agreement ("SLA") is entered into between [Your Company Name], hereinafter referred to as the "Service Provider," and [Client's Company Name], hereinafter referred to as the "Client," collectively referred to as the "Parties."
2. Service Scope
The Service Provider agrees to provide software development consulting services to the Client, including but not limited to:
Software design and architecture.Code development and implementation.Quality assurance and testing.Deployment and post-deployment support.
3. Service Levels
The following service levels are established to measure the performance of the Service Provider:
Response Time: The Service Provider commits to responding to support requests within [X] hours during normal business hours (defined as [your business hours]).Resolution Time: The Service Provider commits to resolving issues within [Y] hours after acknowledging the request.System Uptime: The Service Provider agrees to maintain a minimum system uptime of [Z]% during normal business hours.
4. Support Channels
The Service Provider will provide support through the following channels:
- Email:
- Phone: Disclosed at the commencement of the service contract
- Online Ticketing System: Disclosed at the commencement of the service contract
5. Escalation Procedure
In the event that an issue is not resolved within the agreed-upon timeframes, the following escalation procedure will be followed:
- Level 1:
- Level 2:
- Level 3:
6. Maintenance and Updates
The Service Provider will notify the Client in advance of any scheduled maintenance or updates that may affect the availability or functionality of the software.
7. Reporting
The Service Provider will provide regular reports to the Client, including but not limited to:
Monthly performance reports.Incident reports in the event of system outages or critical issues.
8. Service Review Meetings
The Parties agree to conduct regular service review meetings to discuss performance, improvements, and any necessary adjustments to this SLA.
9. Responsibilities of the Client
The Client agrees to:
Provide accurate and timely information related to support requests.Designate a primary contact person for communication with the Service Provider.Cooperate with the Service Provider in resolving issues.
10. Performance Metrics and Penalties
If the Service Provider fails to meet the agreed-upon service levels, penalties may be applied as specified in Exhibit A (attached).
11. Termination Clause
Either party may terminate this SLA upon written notice if the other party fails to cure a material breach within 14 days of receiving written notice of the breach.
12. Governing Law
This SLA shall be governed by and construed in accordance with the laws of [Your Jurisdiction].
13. Confidentiality
The Parties agree to keep all information exchanged in the course of this SLA confidential.
14. Amendment of SLA
This SLA may be amended only in writing and signed by both Parties.
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