SERVICE LEVEL AGREEMENT (SLA)
This Service Level Agreement (SLA) is made between:
- Purpose
This SLA outlines the level of service expected from the Service Provider, including
response times, support availability, and performance standards for the services provided
to the Client. - Services Covered
The following services are covered under this agreement:
- Managed IT Providers
- IT Consulting
- Cybersecurity Solutions
- Managed Cloud
- Website Development
- Social Media Management
- SEO Optimization
- Network & Infrastructure Management
- Software Development & Maintenance
- Service Availability
- The Service Provider commits to 50% uptime for hosted or managed services.
- Regular maintenance and updates will be scheduled with prior notice to the Client.
- Emergency maintenance may be conducted with minimal disruption.
- Support & Response Times
The Service Provider will provide the following levels of support:
Issue Type
Response Time
Within 1/2 hours
Resolution Time
System downtime,
security breaches
Within 1/2 hours
Major functionality
impacted, but system is
operational
Within 1/2 hours
Within 1/2 hours
Minor issues,
performance degradation
Within 1/2 hours
Within 1/2 hours
General inquiries,
requests for minor
changes
Within 1/2 hours
As agreed upon
- Support is available 24/7
- Clients can contact support via email, phone, ticketing system, etc.
- Responsibilities
Service Provider Responsibilities:
- Provide reliable, high-quality IT services as agreed.
- Maintain system security and data confidentiality.
- Resolve issues within the agreed response times.
Client Responsibilities: - Provide timely access to necessary information, systems, and personnel.
- Report issues using the designated support channels.
- Comply with the agreed-upon payment and service terms.
- Performance Metrics
- Uptime Guarantee: 50% availability per month.
- Issue Resolution Rate: 50% of reported issues resolved within SLA timeframes.
- Customer Satisfaction: Regular feedback surveys with a target satisfaction score of
50% or higher.
- Escalation Process
If an issue is not resolved within the specified time, it will be escalated as follows:
- Level 1: Assigned IT Support Specialist
- Level 2: IT Support Manager
- Level 3: Senior Technical Officer / Company Management
- Service Exclusions
This SLA does not cover:
- Issues caused by the Client’s own hardware/software failures or third-party
services. - Unscheduled downtime due to force majeure events (e.g., natural disasters,
cyberattacks). - Unauthorized modifications by the Client or third parties.
- Amendments & Review
- This SLA will be reviewed annually to ensure service quality and improvements.
- Any changes will be communicated in writing and require mutual agreement.
- Governing Law
This SLA shall be governed by the laws of Sri Lanka. Any disputes will be handled
through mediation/arbitration/legal jurisdiction.
