SContractsDocxWave DocumentService Level Agreement (SLA)Click document below to edit or place elementsSERVICE LEVEL AGREEMENT (SLA) Provider: [SAAS PROVIDER NAME] | Customer: [ENTERPRISE CUSTOMER] 1. UPTIME COMMITMENT: Provider commits to 99.9% service availability per calendar month. 2. SEVERITY LEVELS & TARGET RESOLUTIONS: - Severity 1 (Critical Outage): 1-hour response, 4-hour target mitigation. - Severity 2 (Major Feature Impaired): 4-hour response, 12-hour mitigation. - Severity 3 (Minor Inconvenience): 24-hour response. 3. REMEDIES: If uptime falls below 99.0%, Customer shall receive 15% monthly invoice credit. Provider: _______________________ Date: ___________ Customer: _______________________ Date: ___________
DocxWave