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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.
ST Solutions agrees to provide the following services to the client:
Services will be provided according to the agreed-upon terms, with the performance levels outlined in this SLA.
ST Solutions commits to the following availability standards for its services:
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 |
The client agrees to:
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:
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.
The following situations are excluded from the SLA:
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.
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.
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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