This saas service level agreement template has 6 pages and is a MS Word file type listed under our legal agreements documents.
Sample of our saas service level agreement template:
SAAS SERVICE LEVEL AGREEMENT This SaaS Service Level Agreement (the "Agreement") is effective [DATE], BETWEEN: [YOUR COMPANY NAME] (the "Service Provider"), a company organized and existing under the laws of the [State/Province] of [STATE/PROVINCE] with its head office located at: [YOUR COMPLETE ADDRESS] AND: [SECOND PARTY NAME] (the "Service Recipient"), a company organized and existing under the laws of the [State/Province] of [STATE/PROVINCE], with its head office located at: [COMPLETE ADDRESS] WHEREAS, the Service Provider is engaged in the business of providing certain cloud based services, as more specifically described in Scope of Services of the present Agreement; WHEREAS, the Service Recipient wishes to receive the services being provided by the Service Provider; NOW, THEREFORE, THE PARTIES AGREE AS FOLLOWS: DEFINITIONS "Incident" means any set of circumstances resulting in a failure to meet a Service Level. "Service" or "Services" refers to the Service provided to the Service Recipient pursuant to the proposal/contract. "Service Credit" is the percentage of the monthly Service fees for the Service that is credited to the Service Recipient for a Service Level not met pursuant to this SSLA. "Confidential Information" shall mean and include any document the "Disclosing Party" marks as Confidential; any information designated as Confidential. "Documentation" shall mean and include all the Documents, Forms, Order Forms, Payment Schedule, Service Schedule, and such other documents made available by the parties to each other to facilitate the performance of services. "Downtime" is defined as any period when users are unable to access the Service Provider's sites for which they have appropriate permissions. The ability to access the Service Provider's sites is determined by automated monitoring that attempts to access the Service Provider's sites every minute supplemented by server logs. Downtime does not include the period when the Service is not available as a result of: (a) Scheduled Downtime or scheduled network, hardware, or Service maintenance or upgrades; or (b) the acts or omissions of the Service Recipient or the Service Recipient's employees, agents, contractors, or vendors, or anyone gaining access to Service Provider's network by means of the Service Recipient's passwords or equipment; or (c) Service Recipient requested changes. "Scheduled Downtime" is defined as: (a) Downtime within pre-established maintenance windows; Service Recipient specific updates/customization; general upgrades to firmware; or (b) Downtime during major version upgrade. Scheduled Downtime is not considered Downtime for purposes of this Agreement. "Specification Target" shall mean the time targets within which the Service Provider shall down the servers for the maintenance of the services or for fixing any errors. "Response Time" is the time that the Service Provider shall take to acknowledge the call or email of the Service Recipient, advising them of a problem. "Resolution Time" is the time that the Service Provider shall take to fix the problem. TERM OF THE AGREEMENT The present Agreement shall commence from the effective date mentioned hereof and shall continue to be in force for a period of ___________ years unless terminated earlier in accordance with any of provisions of the present Agreement. At the expiration of the stipulated term, the Agreement may be renewed at the option and consent of both the parties. SCOPE OF SERVICES The Service Provider shall provide such services as mentioned in "Exhibit A" attached to the present Agreement. REPRESENTATIONS BY THE SERVICE RECIPIENT Service Availability The Service Availability shall be on the basis of the following: [SERVICE NAME, AVAILABILITY PERIOD, MAINTENANCE TIME ETC.] Service Maintenance The Service Maintenance shall be performed on the basis of the following schedule: [SERVICE MAINTENANCE SCHEDULE] Service Level The Service Recipient shall be provided with the support as per the defined levels in the following table: Level Overview Qualifying Conditions Support Type Priority P1: (Critical) Priority P2: (High) Priority P3: (Medium) Priority P4: (Low) Response Time and Resolution Time The Response time for Critical and High Priority Levels shall be 4 hours, 8 hours for Medium Priority, and within 2 business days for Low Priority. WARRANTIES BY SERVICE PROVIDER The Service Provider warrants as follows: It shall perform its services and the roles and duties under the present Agreement diligently. It shall not directly or indirectly solicit the clients or employees of the Service Recipient. It shall observe the terms of the Agreement in good faith. It has and will maintain all necessary licenses, consents, and permissions necessary for the performance of its obligations under this Agreement. WARRANTIES BY SERVICE RECIPIENT The Service Recipient warrants as follows: It shall provide all reasonable assistance to the Service Provider to facilitate the performance of services by the Service Provider. It shall release the payment to the Service Provider on time. It shall provide accurate information that the Service Provider requires for the performance of its services. CONFIDENTIAL INFORMATION Each and any party ("Disclosing Party") may disclose or grant to any other party ("Receiving Party") access to information that the Disclosing Party considers confidential or proprietary ("Confidential Information"). Confidential Information, as used in this Agreement, shall mean any information or data which, (a) if in tangible form or other media that can be converted to readable form, is clearly marked as proprietary, confidential or private when disclosed, (b) if oral or visual, is identified as proprietary, confidential, or private at the time of disclosure, or (c) is of a nature or is disclosed under circumstances such that a reasonable person would consider it confidential. A Disclosing Party's Confidential Information shall not include information that (a) is or becomes part of the public domain through no act or omission of a Receiving Party, (b) was in the Receiving Party's lawful possession prior to the disclosure and had not been obtained by the Receiving Party from the Disclosing Party. (c) is disclosed to the Receiving Party by a third party not known to the Receiving Party, following reasonable inquiry, to be subject to an obligation of non-disclosure with respect to such information, or (d) is independently developed by the Receiving Party without use of or reference to the Disclosing Party's Confidential Information. The Receiving Party agrees to hold in confidence and not to disclose or reveal to any person or entity the Disclosing Party's Confidential Information, and not to use the Disclosing Party's Confidential Information for any purpose other than in connection with the parties' discussions regarding, and performance of, a transaction. Without limiting the generality of the foregoing, the Receiving Party shall not disclose Confidential Information of the Disclosing Party to any of the Receiving Party's employees or agents except those employees or agents who are required to have such Confidential Information in order to participate in the parties' discussions regarding, or performance of, a transaction, and who are under a written obligation of confidentiality or nondisclosure to the Receiving Party
