SERVICE LEVEL AGREEMENT

This Service Level Agreement (“Agreement”) is executed on {{f1_date}} (“Effective Date”)

BETWEEN

{{f2_name_of_service_provider}}, a [company/LLP/partnership/individual; field type: TEXT] incorporated/registered under the laws of India, having its registered office at {{f3_registered_address_of_service_provider}} (hereinafter referred to as the “Service Provider”, which expression shall, unless repugnant to the context, include its successors and permitted assigns);

AND

{{f4_name_of_client}}, a [company/LLP/partnership/individual; field type: TEXT] incorporated/registered under the laws of India, having its address at {{f5_address_of_client}} (hereinafter referred to as the “Client”, which expression shall, unless repugnant to the context, include its successors and permitted assigns).

The Service Provider and the Client are hereinafter individually referred to as a “Party” and collectively as the “Parties”.

1. PURPOSE AND SCOPE

1.1. This Agreement sets out the service levels, performance standards, responsibilities, and remedies applicable to the services to be provided by the Service Provider to the Client.

1.2. The services covered under this Agreement shall include {{f6_description_of_services}} (“Services”).

2. SERVICE LEVEL COMMITMENTS

2.1. The Service Provider shall provide the Services in accordance with the service levels set out below or as otherwise agreed in writing.

2.2. Key service level metrics may include:
(a) uptime/availability of {{f7_uptime_percentage}};
(b) response time of {{f8_response_time}};
(c) resolution time of {{f9_resolution_time}}; and
(d) performance standards as mutually agreed from time to time.

3. SUPPORT AND ESCALATION

3.1. The Service Provider shall provide support during {{f10_support_hours}}.

3.2. Escalation matrix and contact details shall be as notified by the Service Provider in writing.

4. CLIENT OBLIGATIONS

4.1. The Client shall:
(a) provide timely access to information, systems, and personnel as reasonably required;
(b) comply with usage guidelines communicated by the Service Provider; and
(c) promptly report service issues through designated channels.

5. SERVICE CREDITS (IF APPLICABLE)

5.1. In the event of failure to meet agreed service levels, the Client may be entitled to service credits as specified in {{f11_service_credit_terms}}.

5.2. Service credits shall be the sole and exclusive remedy for service level breaches, unless otherwise expressly agreed.

6. FEES AND PAYMENT

6.1. Fees payable for the Services shall be {{f12_fees_pricing_structure}}.

6.2. Payment terms shall be {{f13_payment_terms}}, exclusive of applicable taxes.

7. CONFIDENTIALITY

7.1. Each Party shall maintain confidentiality of all confidential information received under this Agreement and shall not disclose the same except as permitted by law or with prior written consent.

8. DATA PROTECTION AND SECURITY

8.1. The Service Provider shall implement reasonable security practices and procedures in accordance with applicable Indian laws.

8.2. Each Party shall comply with applicable data protection and information technology laws.

9. INDEMNITY

9.1. Each Party shall indemnify the other against losses arising out of breach of this Agreement or applicable law.

10. LIMITATION OF LIABILITY

10.1. To the maximum extent permitted by law, the Service Provider’s aggregate liability shall not exceed {{f14_liability_cap}}.

10.2. Neither Party shall be liable for indirect or consequential damages.

11. TERM AND TERMINATION

11.1. This Agreement shall remain in force for {{f15_term_of_agreement}}, unless terminated earlier.

11.2. Either Party may terminate this Agreement upon {{f16_termination_notice_period}} written notice.

12. FORCE MAJEURE

12.1. Neither Party shall be liable for failure to perform due to events beyond reasonable control, subject to prompt notice.

13. GOVERNING LAW AND DISPUTE RESOLUTION

13.1. This Agreement shall be governed by and construed in accordance with the laws of India.

13.2. Any dispute shall be resolved by arbitration in accordance with the Arbitration and Conciliation Act, 1996. The seat and venue of arbitration shall be {{f17_city_india}}, and the language shall be English.

13.3. Subject to arbitration, courts at {{f18_city_india}} shall have exclusive jurisdiction.

14. SEVERABILITY

14.1. If any provision is held unenforceable, the remaining provisions shall continue in full force.

15. ENTIRE AGREEMENT

15.1. This Agreement constitutes the entire understanding between the Parties and supersedes all prior arrangements relating to the Services.

16. AMENDMENT AND WAIVER

16.1. Any amendment or waiver shall be valid only if made in writing and signed by both Parties.

17. EXECUTION

17.1. This Agreement may be executed in counterparts and electronically.

IN WITNESS WHEREOF, the Parties have executed this Agreement on the date first written above.

For the Service Provider
Name: {{f19_name}}
Designation: {{f20_designation}}
Signature: _______________________
Date: {{f21_date}}

For the Client
Name: {{f22_name}}
Designation: {{f23_designation}}
Signature: _______________________
Date: {{f24_date}}

Service Level Agreement

Input Values

Preview