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South African Service Level Agreement Template

Meeting response time related to service-related incidents. The purpose of this Agreement is to ensure that the appropriate elements and obligations are in place to provide the customer(s) with consistent IT service support and provision by the service provider(s). CONSIDERING that the contract stipulates that a service level agreement is a condition precedent for the extension of the contract; and 3) Adapt the perception of expected service availability with the support and provision of real services. Effective support for in-scope services is the result of maintaining consistent service levels. The following sections contain relevant information about service availability, monitoring in-scope services, and related components. The Provider acknowledges and agrees that each Service Credit is a price adjustment reflecting the value of a lost service caused by non-compliance with a level of service.. . .

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