SERVICE LEVEL AGREEMENT (SLA)

This Service Level Agreement is entered into on [Date] by and between:
Service Provider: [Provider Name]
Client: [Client Name]

1. SERVICE AVAILABILITY
The Service Provider guarantees a monthly uptime target of 99.9%. Uptime is calculated based on the total number of minutes in a month minus any scheduled maintenance.

2. SCHEDULED MAINTENANCE
The agreed maintenance window is: Sundays 2:00 AM - 4:00 AM UTC.

3. SUPPORT RESPONSE TIMES
- P1 (Critical): Response within 1 hour.
- P2 (High): Response within 4 hours.
- P3 (Medium/Low): Response within 24 hours.

4. SERVICE CREDITS & PENALTIES
In the event the uptime target is not met, the following penalty applies: 5% service credit for every 1% below uptime target.

IN WITNESS WHEREOF, the parties have executed this Agreement as of the date first above written.

Provider Signature: __________________
Client Signature: __________________