Innovative IT Solutions Service Level Agreement (SLA)

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 1.1 Service Level Agreement (SLA)

1. Introduction This SLA is established between [Service Provider Name] ("Provider") and [Client Name] ("Client") to outline the terms, conditions, and expectations for IT services provided. This agreement is effective from [Start Date] and will be reviewed annually.
2. Service Tiers

2.1 Tier One Service

• Services Included:
  • Remote IT support during standard business hours (9 AM – 5 PM, Monday to Friday).
  • Monitoring of critical systems.
  • Monthly system health reports.
  • Weekly on-site visits for preventive maintenance.
• Pricing: $1,000 per month.

2.2 Tier Two Service

• Services Included:
  • All Tier One Service features.
  • Extended remote support hours (8 AM – 8 PM, Monday to Saturday).
  • Enhanced monitoring with proactive issue resolution.
• Pricing: $1,500 per month.

2.3 Tier Three Service

• Services Included:
  • All Tier Two Service features.
  • 24/7 remote support availability.
  • Dedicated account manager.
  • Annual IT strategy planning session.
• Pricing: $2,200 per month.

Additional Charges

3.1 Extra Location Visits

• Definition: Visits to client locations beyond the included on-site visits specified in the chosen service tier.
• Charges: $150 per hour, billed in 30-minute increments. Travel expenses beyond a 30-mile radius from Central Florida will be billed additionally at the IRS standard mileage rate.

4.1 Service, availability and response times

• Tier One - 9 AM – 5 PM, Mon–Fri Response time - Within 4 hours

• Tier Two - 8 AM – 8 PM, Mon–Sat Response time - Within 2 hours

• Tier Three - 24/7 Response time - Within 1 hour

Performance Metrics

The Provider commits to the following performance standards:

• System Uptime: 99.5% uptime for all managed systems.
• Incident Resolution: 80% of incidents resolved within the first contact.

Client Responsibilities

• Provide necessary access to systems and facilities.
• Promptly report issues or concerns.
• Maintain appropriate licenses for all software.

Review and Revision

This SLA will be reviewed annually to ensure its effectiveness and relevance. Revisions will be made as necessary and agreed upon by both parties.

Agreement

By signing below, both parties agree to the terms outlined in this SLA.

[Client Name]

[Provider Name]

Note: Pricing is based on competitive rates within Central Florida as of March 2025. Actual prices may vary depending on specific client requirements and market conditions.

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