Effective Date: [Insert Date]
Agreement Period: [Insert Duration]
1. Scope of Services
This Service Level Agreement outlines the commitment and expectations between FR2 IT and its clients regarding the delivery of IT support services, including but not limited to:
- Hardware and software support
- Network maintenance and troubleshooting
- Remote technical assistance
- Onsite service calls
- Emergency response services
2. Service Levels
2.1 Response Times
Business Hours (Monday – Friday, 9:00 AM – 6:00 PM)
- Standard Support: Within 2 hours of ticket submission
- Priority Support: Within 30 minutes of ticket submission
- Emergency Support: Within 15 minutes of ticket submission
After Hours (Weekends and Public Holidays)
- Standard Support: Within 4 hours of ticket submission
- Priority Support: Within 1 hour of ticket submission
- Emergency Support: Within 30 minutes of ticket submission
2.2 Resolution Times
- Critical Issues: 4 hours maximum resolution time
- High Priority Issues: 8 hours maximum resolution time
- Medium Priority Issues: 24 hours maximum resolution time
- Low Priority Issues: 48 hours maximum resolution time
3. Availability Commitments
- System Uptime: 99.5% monthly availability for critical systems
- Network Availability: 99.9% monthly availability
- Support Availability: 24/7 support during business hours with extended coverage for premium SLA customers
4. Service Credits
In the event of SLA non-compliance, clients are eligible for service credits as follows:
- 10% credit for 1-2 hour delays
- 25% credit for 3-4 hour delays
- 50% credit for 5+ hour delays
5. Service Reporting
FR2 IT will provide monthly performance reports including:
- Uptime statistics
- Response time metrics
- Resolution time metrics
- Service level compliance percentages
6. Service Improvement
FR2 IT commits to continuous improvement of service delivery through:
- Regular performance reviews
- Customer feedback analysis
- Technology upgrades and enhancements
- Staff training and development
7. Terms and Conditions
- This SLA is binding for the duration specified in Section 1
- FR2 IT reserves the right to modify SLA terms with 30 days written notice
- Services not covered by this SLA are subject to standard FR2 IT rates
- Client acknowledges that certain issues may require additional time due to complexity or external dependencies
8. Contact Information
For SLA-related inquiries, please contact: FR2 IT Services [Contact Details]
This document constitutes the complete agreement between FR2 IT and the client regarding service levels.