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Service

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Agreement

Tecxar Service Level Agreement (SLA)

1. Agreement Overview:

This Service-Level Agreement effective as of [Effective date], is made by and between [Client. Company], a company organized and existing in [Client. State], with offices located at [Client. Address] (“Customer”) and [Supplier. Company], a company organized and existing in [Supplier. State], with offices located at [Supplier. Address] (“Supplier”). This Agreement remains valid until mutually endorsed by the stakeholders

2. Goals and Objective

The goal of this Agreement is to obtain mutual agreement between the Service Provider(s) and Customer(s).

The objectives of this Agreement are to:

a) Provide a thorough understanding of service ownership and the roles and responsibilities.

b) This Agreement represents a concise description of the services provided by the Service Provider.

c) Match perceptions of expected service provision with actual service support & delivery.

3. Stakeholders:

The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:

Service Provider(s): Tecxar Consultants Pvt. Ltd. (“Provider”)

Customer(s): customer Name (“Customer”)

4. Periodic Review:

The terms stated in the Agreement shall be valid from the Effective Date. The revisions to this agreement shall be carried out every fiscal year, however, during the revision, the current Agreement shall be considered valid.

Business Relationship Manager:

Review Period:

Previous Review Date:

Next Review Date:

5. Service Agreement:

The following are the responsibility of the Service Provider in the ongoing support of this Agreement.

a) Service Scope: The following Services are covered by this Agreement. Service scope is exclusive to the client and will be covered by Tecxar Consultants Pvt. Ltd. in details within the proposal agreed by the client.

b) Service Provider Requirements: Service Provider responsibilities and/or requirements in support of this Agreement include.Adhering to appropriate response times associated with service-related incidents.

c) Service Assumptions: Assumptions related to in-scope services and/or components include.Changes to services will be communicated and documented to all stakeholders.

6. Service Management:

For maintaining adequate customer-support levels, this Agreement lists the available scope of services provided by the Service Provider. This lists details regarding availability, monitoring, and other relevant factors.

a) Service Availability: Service coverage by the Tecxar Consultants Pvt. Ltd. as outlined in this agreement follows the schedule specified below.

On-site support: 9:00 A.M. to 6:00 P.M, Monday to Friday between X, 2020 to X 2020.
Phone Support: 24-Hours as per Section 3.2. of this agreement.
Email Support: 24-Hours as per Section 3.2. of this agreement.

b) Severity Matrix: In support of services outlined in this Agreement, the Service Provider will respond to service-related incidents and/or requests submitted by the Customer within the following time frame

Impact

Severity Definition

Response Time

Severity 1

A problem that affects entire process/ network or 50% of the users in a location. Any System/application experiencing unscheduled outage or performance loss of more than 30% of peak performance.

Up-to 4 Hrs.

Severity 2

A problem that degrades the performance and > 25% users are impacted by outage or performance loss of more than 30% of peak performance.

Up-to 8 Hrs.

Severity 3

A problem that effects a typical user or particular module

Up-to 24 Hrs.

Severity 4

Non service Impacting, Planned installations, movement, addition and changes to software and hardware inventory

Up-to 72 Hrs.