Service Level Agreement (SLA) for Managed Services
1. Introduction
This Service Level Agreement (SLA) is entered into between Barton Technology Solutions (referred to as “the Provider”) and Your Business (referred to as “the Client”) for the provision of managed services as outlined in this agreement.
2. Service Scope
The Provider agrees to deliver the following managed services to the Client:
- Monitoring and management of IT infrastructure.
- Proactive maintenance and support for hardware and software systems.
- Helpdesk support for end-users.
- Network security management, including firewall configuration and threat detection.
- Data backup and disaster recovery planning.
- Regular reporting on system performance and service availability.
3. Service Levels
The Provider agrees to meet the following service levels:
- Availability: The managed services will be available 99.9% of the time during the agreed service hours.
- Response Time: The Provider will respond to service requests within 4 hours during standard business hours (7 AM to 7 PM, Monday through Friday, adhering to the U.S. Holiday Calendar).
- Resolution Time: The Provider will work to resolve service incidents within 24 hours of acknowledgment.
4. Responsibilities
Provider Responsibilities:
- Provide ongoing monitoring and management of IT systems.
- Respond to service requests and incidents promptly.
- Maintain the security and integrity of the Client’s IT infrastructure.
- Perform regular maintenance and updates to prevent downtime.
- Provide regular reports on service performance.
Client Responsibilities:
- Provide access to necessary IT systems and infrastructure.
- Promptly report any service issues or concerns.
- Follow the Provider’s recommendations for maintaining system security and performance.
- Cooperate with the Provider in performing scheduled maintenance and updates.
5. Escalation Procedure
In the event of a service incident or failure to meet service levels, either party may escalate the issue according to the following procedure:
- Level 1: Issues will be initially escalated to the designated account manager for resolution.
- Level 2: If the issue remains unresolved, it will be escalated to senior technical staff for further investigation.
- Level 3: If necessary, the Provider’s management team and the Client’s management team will collaborate to resolve the issue.
6. Service Reporting
The Provider will provide regular reports to the Client on the performance of managed services, including uptime statistics, incident response times, and any recommendations for improving system performance and reliability.
7. Review and Amendment
This SLA will be reviewed annually and may be amended by mutual agreement of both parties.
8. Termination
Either party may terminate this agreement with 0 days written notice.
9. Confidentiality
Both parties agree to maintain the confidentiality of all information exchanged under this agreement.
10. Governing Law
This agreement shall be governed by the laws of The State of Texas.