VSS Sample SLA Agreement
Review our standard Service Level Agreement template to understand our commitment to service excellence and support quality.
SERVICE LEVEL AGREEMENT
This Service Level Agreement forms a part of the Contract between
and
Virtual Support Services Solutions Ltd
VIRTUAL SUPPORT SERVICES UPTIME SERVICE LEVEL AGREEMENT
1. INTRODUCTION
As of __________________(effective Date), Virtual Support Services shall be responsible for the maintenance and support of CUSTOMER's Products as detailed in terms of the Product Schedule annexed hereto marked "Schedule A".
This SLA shall document the scope of work and Services to be performed by Virtual Support Services under the terms and conditions of the Master Services Agreement between the Parties.
The selected Schedules in Schedule B, Table 1 (including Schedule B) forms part of this SLA. This SLA will not have the relevant Schedules attached if not selected.
2. DEFINITIONS
"the Agreement" means the Services Agreement between the Parties.
"Business Continuity Levels" means the final action for which Virtual Support Services is responsible when resolving an Incident from Ship/Download, Replace, Reconfigure, Restore or Restore (RC).
"Ship" means Software will be dispatched to the CUSTOMER's site. The Commitment indicates the time within which Software to the CUSTOMER's site will commence.
"Download" means access will be provided to the CUSTOMER to electronically download Software. The Commitment indicates the time by when access to download the Software will be provided.
"Replace" means when an Incident has been diagnosed and a faulty Device or Software established as the cause of the Incident, the faulty Device will be replaced and/or replacement Software installed and restarted. The Commitment indicates the timeframe within which a Virtual Support Services engineer will commence replacement of the Device or Software.
"Reconfigure" means in addition to Replace, a backup configuration will be loaded for the Device or Software. The associated Commitment indicates the timeframe within which a Virtual Support Services engineer will commence Replace and Reconfigure of the Device or Software.
"Restore" means in addition to Replace and Reconfigure the Software will be restored to working order. The associated Commitment indicates the timeframe within which a Virtual Support Services engineer will commence Replace, Reconfigure and Restore of the Device or Software.
"Restore (RC)" means "Restore" as defined above except that Restore (RC) is a result Commitment. The associated Commitment indicates the timeframe within which a Virtual Support Services engineer will restore the functionality of the Device or Software.
"Commitment" means the timeframe in which a Response to resolve an Incident, in line with the selected Business Continuity Level, commences unless stated otherwise.
"Effective Date" means, notwithstanding the date of signature of this SLA.
"Incident" means a Service Request that is logged in response to a CUSTOMER's faulty Device or Software.
"Incident Diagnostics" means the recording and management of Service Requests, diagnosis of Incidents and the determination of the necessary steps to resolution of Incidents and Service Requests.
"License Fee" means that amount which is required to be remitted by Virtual Support Services to the Product Manufacturer for the purposes of maintenance and support.
"MACD" means moves, adds, changes and deletions.
"Service Calendar" means the days of the week and the hours within those days during which Incident Diagnostics and resolution of a Service Request will be pursued.
"Service Level" means as a whole the Service Calendar, Commitment and Business Continuity Level.
"Service Request" means collectively any Incidents or other request for Services as per the Schedules annexed to this SLA.
3. TERM
Services provided in terms of this SLA shall commence on the Effective Date and continue in force for a period of 12 (twelve) months, unless renewed or earlier terminated in accordance with the Agreement.
4. CONTRACT MANAGEMENT
4.1 Product Recording
CUSTOMER is responsible for providing Virtual Support Services with fault information that must at least include: Manufacturer; faulty details, Physical location; and subsequent changes to CUSTOMER's environment if any after the fault occurrence.
4.2 Management and Renewal of Product Manufacturer Support Contracts
The CUSTOMER will procure, through Virtual Support Services, the Product Manufacturer support contract(s) on Products that will be renewed as and when required during the term of this SLA.
4.3 Service Level Performance Report
Virtual Support Services will provide CUSTOMER with Service Level management reports in electronic format including: number of Incident and Service Requests logged, priority, and whether the Service level was met or breached.
4.4 Contract Invoicing
Initially, invoicing and payment shall be annually in advance. All pricing includes VAT.
5. INCIDENT DIAGNOSTICS
5.1 Call Management
CUSTOMER initiates the Incident Diagnostics process by logging an Incident or Service Request in accordance with the Fault Call Placement Procedure detailed in Annexure A to the Agreement.
5.2 Online Diagnostics
In order for Virtual Support Services to provide Online Diagnostics, CUSTOMER will provide access via an internet connection through which Virtual Support Services can connect to the CUSTOMER's environment through an encrypted Virtual Private Network ("VPN").
Virtual Support Services's engineers will, where possible and required, utilize the secure remote connection to provide remote Online Diagnosis of an Incident and where possible resolution of the Incident.
6. SERVICE LEVEL
6.1 Service Calendar
24x7 provides for Incident Diagnostics and Commitment to a logged Incident on a 24 hour per day, everyday basis.
6.2 Commitment
x4 provides for Business Continuity Level being initiated from the call being logged; within 4 (four) hours.
6.3 Business Continuity Levels
The Business Continuity Levels are Download, Replace, Response. The Commitment clock will be suspended when:
- The CUSTOMER's designated contact is unavailable
- A third-party contractor is unavailable to provide Service
- A fault is referred to the Product Manufacturer for resolution
- The CUSTOMER requests the work to be scheduled for a specific time
6.4 Onsite Response
A Virtual Support Services engineer will physically arrive at CUSTOMER's site with the intention to resolve the issue, having been unable to resolve the issue remotely.
7. GENERAL SERVICES
CUSTOMER will be responsible for the daily administration of the Devices, log files and capacity management unless covered in terms of a Managed Services SLA.
This SLA covers the support and maintenance services focusing on Microsoft Office 365, Microsoft Intune, Microsoft Entra, and hardware support to ensure seamless operations and data protection.
8. GENERAL EXCEPTIONS
Virtual Support Services has no obligation to support the following:
- Software if the Software Licenses are not current
- Software problems or failures occasioned by virus infection
- Damage caused by power failures
- Errors and failures of analogue telephones
- Errors and failure of telephony reticulation
- Errors and failures introduced by third party devices not covered by this SLA
- Error and failure of lightning protection devices
9. SERVICE LEVEL MEASUREMENTS AND PENALTIES
Mean Time to Respond SLA
| Priority | Target | Service Measure |
|---|---|---|
| 3 | 85% within 4 hours | Percentage of incidents categorized, assigned and prioritized within time limits |
Penalty: If service level falls below 85%, CUSTOMER will pay the total quarterly maintenance charge, less 1% for every percentage point achieved under target.
10. LIMITATION OF LIABILITY
Each Party's maximum liability for any single or a number of claims arising out of the performance of a Service will not exceed an amount equal to the amount paid or due to be paid to Virtual Support Services by CUSTOMER in the 12 (twelve) months preceding the date on which the cause of action arose.
In no event will either Party be liable for any incidental, indirect, special, punitive, exemplary, or consequential damages or loss.
11. DISPUTE RESOLUTION
In the event of any dispute, the Parties shall attempt to resolve through good faith negotiations. If the Contact Persons are unable to settle within fifteen (15) Business Days, the matter will be referred to the respective Chief Executive Officers.
In the event the Chief Executive Officers fail to reach a settlement within fifteen (15) Business Days, either Party may refer the dispute to Arbitration under the Arbitration Act, 1995. The Arbitration shall take place in Nairobi, Republic of Kenya.
12. JURISDICTION
This Agreement shall be exclusively governed and construed in accordance with the Laws of the Republic of Kenya and all disputes, actions and other matters relating thereto will be determined in accordance with such law.
For a customized Service Level Agreement tailored to your organization's needs, please contact us.
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