SLA Cloud Computing Template

1. Service level agreement

This Service Level Agreement (SLA) (this "Agreement") is made by and between [Client.Company] a company in [Client.State] with offices located at [Client.StreetAddress][Client.City][Client.PostalCode] ("Client") and [Sender.Company], a company in [Sender.State] with offices located at [Sender.StreetAddress][Sender.City][Sender.PostalCode] ("Service Provider"), effective as of (Effective.Date) ("Effective Date").

WHEREAS, the Parties have entered into this Agreement effective as of (Effective.Date) for the provision by Provider of the Cloud Services (as defined therein) (the "Cloud Services"); and

WHEREAS, the Agreement states that the SLA is a condition precedent to any extended term of the Agreement; and

WHEREAS, the Client is willing to continue with the Agreement past the original end date solely upon the Service Provider's acceptance of the terms and conditions of the Agreement, and the Service Provider confidently accepts the terms and conditions herein;

THEREFORE, considering the preceding terms and conditions and the Cloud Services, the parties hereby agree as is outlined in the following sections:

2. SLA Cloud Computing

Document Details and Change History

Document Approvals

Last review (Date)

Next scheduled review (Date)

3. Agreement Overview

1. Introduction

2. Definitions, abbreviations, acronyms, and conventions (A glossary)

3. Responsibilities

4. Contractual Specifications

3.1 Introduction

This is a Service Level Agreement (SLA) between [Client.Company] and [Sender.Company]. This document identifies the services required and the expected level of services between (Date) and (Date).

Subject to review scheduled by (Date).

3.2 Definitions, Abbreviations, Acronyms, and Conventions

3.3 Responsibilities

​[Client.Company] responsibilities:

• ​[Client.Company] must provide all the required information and assistance-related needs for cloud service performance that allows the [Sender.Company] to meet the SLA cloud computing standards as outlined by this agreement.

• ​[Client.Company] shall inform [Sender.Company] if any company changes may require review, amendment, or modification of the cloud services.

​[Sender.Company] responsibilities:

• ​[Sender.Company] will function as the primary support provider for the services listed above unless third-party vendors who will assume suitable service support obligations are employed.

• ​[Sender.Company] will notify [Client.Company] of scheduled and unscheduled service outages due to maintenance, troubleshooting, disruptions, or as otherwise required.

3.4 Contractual Specifications

The Client shall request SLA cloud computing renewal at least (Period) prior to the expiration date of this agreement.

Both parties must agree upon early termination, amendments, modifications, and extensions. The Client requires a minimum of (Period) notice for early termination.

4. Service Agreement

4.1 Metrics and KPIs

4.2. Service Levels, Rankings, and Priority

4.3 Service Responses

4.4 Service Expectations and Limitations

Include any SLA cloud computing terms, application, and scope exceptions. This section should include that Cloud services are subject to the following exceptions and exceptional conditions.

• ​[Sender.Company] must provide Cloud Service availability of 99.999% during the holiday season dated (Date) to (Date)

• ​[Sender.Company] are not accountable for credit reimbursement for cloud service impact to (Region 1) and (Region 2) data centers due to natural disasters

• A Severity Level 6 or below response requests by [Client.Company] may be delayed for up to 24 hours during the aforementioned holiday season.

• ​[Sender.Company] may expedite requests for special arrangements by [Client.Company] as specified in Appendix A.1 pricing structure.

4.5 Service Management

The Service Provider is required to pay Service Credits if the Cloud Service Level achieved falls below the Cloud Service Level performance Measure in a service period.

The Service Credit is determined by the Cloud Service Level achieved, the Cloud Service Level Performance Measure, and the Cloud Service Level threshold is calculated by using the straight formula below:

Availability:

The following method is used to calculate [Sender.Company] Cloud Service Credits for each SLA cloud computing outlined in our agreement:

• Each SLA is assigned a comparative price based on how much you spend on the entire agreement.

• The comparative price is divided by 100 to determine the cost per percentage point for each SLA cloud computing.

• A service credit amount is assigned per percentage or a tenth of a percentage payable below the agreed-upon threshold.

These service credits are calculated quarterly.

5. Acceptance

IN WITNESS WHEREOF, by execution by the Parties’ signatures below, this Agreement will form the Entire Agreement of the Contract.

6. Appendix

A-1: Price Models & Charges

A-2: (Attach an additional file or create a new relevant section here to add to the Agreement)