1. Purpose

The purpose of this Service Level Agreement (SLA) is to define the level of service that ST Solutions will provide to its clients. This agreement outlines the services, performance standards, and service delivery expectations between ST Solutions and its clients.

2. Scope of Services

ST Solutions agrees to provide the following services to the client:

  • IT infrastructure setup and management
  • Cloud-based solutions
  • Network monitoring and management
  • 24/7 technical support
  • Data backup and disaster recovery services

Services will be provided according to the agreed-upon terms, with the performance levels outlined in this SLA.

3. Service Availability

ST Solutions commits to the following availability standards for its services:

  • Core IT services will be available 99.9% of the time, excluding scheduled maintenance periods.
  • Scheduled maintenance will be communicated to the client at least 48 hours in advance.
  • In case of unplanned downtime, ST Solutions will notify the client within 30 minutes of service disruption.

4. Response Times

ST Solutions will provide support and response times according to the severity of the issue:

Severity Level Description Response Time Resolution Time
Critical System or service down, affecting business operations 30 minutes 4 hours
High Non-critical issue with moderate impact on business operations 1 hour 8 hours
Medium Minor issue with limited impact on business operations 4 hours 2 business days
Low General inquiries or minor issues 1 business day 5 business days

5. Client Responsibilities

The client agrees to:

  • Provide timely access to necessary systems and infrastructure for ST Solutions to perform its duties.
  • Respond promptly to requests for information or clarification related to service delivery.
  • Ensure their network and systems comply with the standards required to receive services under this agreement.

6. Service Monitoring and Reporting

ST Solutions will continuously monitor the performance of the services provided under this SLA. Regular reports on service performance and uptime will be shared with the client on a monthly basis. These reports will include:

  • Service uptime and availability
  • Incident reports and resolutions
  • Maintenance schedules and notifications

7. Service Credits

If ST Solutions fails to meet the service levels outlined in this SLA, the client may be entitled to service credits. The amount of the service credit will be determined based on the severity and duration of the failure, as follows:

Service Level Breach Credit Entitlement
Availability falls below 99.9% 5% of monthly service fee
Response time exceeds defined limits for critical or high severity 10% of monthly service fee

Service credits will be applied to the client's next billing cycle.

8. Exclusions

The following situations are excluded from the SLA:

  • Issues caused by the client's negligence or improper use of services
  • External factors beyond the control of ST Solutions, such as power outages or internet connectivity issues
  • Third-party services or applications that are outside the scope of the service agreement

9. Term and Termination

This SLA is effective as of the effective date and will continue until terminated by either party. The client or ST Solutions may terminate this agreement with 30 days written notice. Upon termination, ST Solutions will provide any necessary support to ensure a smooth transition or service handover.

10. Review and Amendments

This Service Level Agreement will be reviewed annually. Either party may propose amendments, which will only be valid once agreed upon in writing by both parties.

11. Dispute Resolution

In case of any dispute arising out of this agreement, the parties agree to attempt resolution through informal negotiations. If such negotiations fail, the dispute will be resolved through arbitration in accordance with the laws of [Your Jurisdiction].

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