Nkadimeng Danny Legal & Compliance Support
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SERVICE LEVEL AGREEMENT (SKELETON)

Between:
[Service Provider] (“the Provider”)
and
[Client] (“the Client”)

1. INTERPRETATION
Defined terms used in this SLA have the meanings set out in the Master Services Agreement between the parties dated [date], unless otherwise defined here.

2. SCOPE OF SERVICES
2.1 The Provider shall deliver the following services to the Client:
   (a) [Service item 1]
   (b) [Service item 2]
   (c) [Service item 3]
2.2 Services excluded from this SLA: [list].

3. SERVICE HOURS AND SUPPORT
3.1 Standard service hours: [e.g. 08h00 – 17h00, Monday to Friday, excluding public holidays].
3.2 Support channels: [email, phone, ticket portal at ___].

4. SERVICE LEVELS
Metric	Target	Measurement	Reporting	
First-response time	4 business hours	Ticket system	Monthly	
Resolution time – P1	1 business day	Ticket system	Monthly	
Resolution time – P2	3 business days	Ticket system	Monthly	
System availability	99.5% per month	Uptime monitor	Monthly	

5. PRIORITY DEFINITIONS
P1 – Critical: production down or major function unavailable.
P2 – High: significant impact, workaround possible.
P3 – Medium: limited impact, scheduled fix.
P4 – Low: cosmetic or enhancement.

6. FEES
6.1 The Client shall pay the Provider R[amount] per month, invoiced in advance.
6.2 Out-of-scope work will be quoted separately and approved in writing before commencement.

7. REPORTING AND REVIEW
The Provider shall deliver a monthly service report within 5 business days of month-end. The parties shall meet quarterly to review performance.

8. REMEDIES FOR FAILURE TO MEET SERVICE LEVELS
8.1 Service credits of [%] of the monthly fee shall apply for each unmet metric, capped at [%] of the monthly fee per month.
8.2 Repeated failure (3 consecutive months) entitles the Client to terminate this SLA on 30 days' written notice.

9. CONFIDENTIALITY AND POPIA
The parties shall comply with all confidentiality obligations and the Protection of Personal Information Act, 2013. The Provider acts as an operator in respect of personal information processed on the Client's behalf.

10. TERM AND TERMINATION
10.1 This SLA commences on [date] and continues for [period] unless terminated earlier.
10.2 Either party may terminate on [30/60] days' written notice.

11. GENERAL
11.1 This SLA, together with the Master Services Agreement, constitutes the whole agreement between the parties.
11.2 Variations must be in writing and signed by both parties.
11.3 Governing law: the laws of the Republic of South Africa.

Signed at ___________ on ___________ 20___.

For the Provider: ___________________  For the Client: ___________________

This template is a starting point and not legal advice. Always tailor to the specific engagement.