Service level agreement

The following TMT precedent provides comprehensive and up to date legal information covering:

  • Service level agreement

Service level agreement

    1. 1

      Definitions

      1. 1.1

        In this Schedule:

        Business Day

        1. means any day which is not a Saturday, Sunday or a public or bank holiday in England;

        Change Control Procedure

        1. the procedure described in clause [insert] (Change Control);

        month

        1. means calendar month;

        Service Credits

        1. means the credits which become due to the Customer where the Service Levels are not achieved as set out in paragraph 3 and the Annex; and

        Service Levels

        1. means the service levels set out in the Annex.

    1. 2

      Service levels

      1. 2.1

        The Supplier shall provide the Services so as to meet or exceed the Service Levels set out in this Schedule.

      1. 2.2

        Service Levels may be added, deleted, or modified by the parties at any time during the Term, in accordance with [the Change Control Procedure]. For the avoidance of doubt, the Supplier shall not withhold or delay its consent to any changes to the Service Levels that are required to achieve a fair, accurate and consistent measurement of the Supplier’s performance in delivering the Services.

    1. 3

      Service credits

      1. 3.1

        If the Supplier fails to meet or exceed a Service Level, the Customer shall be entitled to a Service Credit in accordance with the provisions of this paragraph 3.

      1. 3.2

        Service Credits shall be applied as a deduction against the Customer’s next [monthly] invoice or, if there are insufficient charges from which to deduct, shall be paid to the Customer within 30

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