LRB Technical Consulting Ltd.

Email: support@lrbltd.com: Service Level Agreement

Service Level Agreement (SLA) Between: LRB Technical Consulting LTD. (“Service Provider”) And: [Client Name] (“Client”) Effective Date: [Insert Date]

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1. Purpose

This Service Level Agreement establishes the agreed-upon responsibilities, performance standards, and terms of service for website management consulting services provided by the Service Provider to the Client.

2. Scope of Services

The Service Provider shall deliver the following services:

  • Website design and maintenance.
  • Content updates and optimization.
  • Security updates and monitoring.
  • Performance optimization (e.g., load times, uptime).
  • Technical support and issue resolution.
  • [Additional Services Specific to the Business].

3. Service Availability

The Service Provider commits to the following availability levels:

  • Uptime: A minimum of 99.5% uptime for website hosting and functionality during the service period, excluding scheduled maintenance.
  • Support Availability: Technical support available from [insert hours of operation and time zone, e.g., 9:00 AM to 6:00 PM EST, Monday–Friday].
  • Emergency Support: Critical issue resolution available 24/7 with a response time of [Insert Time, e.g., 1 hour].

4. Performance Standards

The Service Provider will adhere to the following performance criteria:

  • Issue Resolution:
    • Critical issues (e.g., website downtime): Resolved within [Insert Time, e.g., 4 hours].
    • Non-critical issues (e.g., content updates): Resolved within [Insert Time, e.g., 2 business days].
  • Regular Updates: Implement content or design updates within [Insert Time, e.g., 3–5 business days of request].
  • Reporting: Provide regular performance and analytics reports every [Insert Frequency, e.g., month].

5. Client Responsibilities

The Client agrees to:

  • Provide access to necessary website and server credentials.
  • Submit timely requests and provide clear communication regarding requirements.
  • Ensure payment of all invoices as per the terms agreed.

6. Exclusions

The Service Provider shall not be held accountable for:

  • Downtime caused by third-party hosting providers or services.
  • Issues arising from unauthorized changes made by the Client or a third party.
  • Force Majeure events (e.g., natural disasters, internet outages).

7. Terms and Termination

This SLA will remain in effect for the duration of the contract term, starting from the Effective Date. Termination may occur if:

  • Either party provides a [Insert Timeframe, e.g., 30-day] written notice.
  • The Client fails to comply with agreed payment or obligations.

8. Compensation for SLA Breach

In the event of non-compliance with service standards, the Client may be eligible for:

  • Service credits equivalent to [Insert Percentage or Amount] of the monthly fee for the affected period.
  • Additional compensation as mutually agreed.

9. Dispute Resolution

Any disputes related to this SLA shall be addressed through:

  • Good faith negotiation between the parties.
  • Mediation by an independent third party, if necessary.