MSP Demos Terms and Conditions

Service Level Agreement (SLA)

This Service Level Agreement (SLA) outlines the terms and conditions governing the provision of network services by MSP Demos (hereinafter referred to as "Provider") to [Customer Name] (hereinafter referred to as "Customer").

1. Scope of Services
   1. Provider will provide the following network services to Customer:
      • [List of network services, e.g., network infrastructure management, security, monitoring, support, etc.]
   2. Provider will adhere to industry best practices and comply with all applicable laws, regulations, and standards.
2. Service Levels
   1. Network Uptime: Provider guarantees a network uptime of [percentage]% for the duration of the agreement, excluding planned maintenance and unforeseen circumstances beyond Provider's control.
   2. Response Times: Provider commits to the following response times for reported incidents:
      • Critical incidents: [timeframe]
      • Major incidents: [timeframe]
      • Minor incidents: [timeframe]
   3. Service Level Credits: If Provider fails to meet the agreed-upon service levels, Customer may be eligible for service level credits, calculated as [formula].
3. Performance Metrics
   1. Provider will regularly monitor and report on the following performance metrics:
      • Network uptime
      • Average response time
      • Mean time to repair (MTTR)
      • Incident resolution rate
4. Incident Management
   1. Provider will implement a robust incident management process, including:
      • Incident reporting and classification
      • Incident escalation procedures
      • Communication plans
      • Post-incident analysis and corrective actions
5. Security
   1. Provider will implement appropriate security measures to protect Customer's network and data, including:
      • Firewall protection
      • Intrusion detection and prevention systems
      • Data encryption
      • Regular security audits and vulnerability assessments
6. Responsibilities
   1. Provider Responsibilities:
      • Provide the agreed-upon network services
      • Monitor network performance
      • Respond to incidents and service requests
      • Maintain network equipment and software
      • Provide regular reporting on service performance
   2. Customer Responsibilities:
      • Cooperate with Provider in the delivery of services
      • Provide necessary access to network infrastructure
      • Pay for services as outlined in the agreement
7. Term and Termination
   1. This agreement shall commence on [start date] and shall continue for a term of three (3) years, unless terminated earlier in accordance with the terms of this agreement.
   2. Either party may terminate this agreement for cause upon [number] days' written notice to the other party in the event of a material breach of this agreement.
8. Limitation of Liability [Include provisions outlining limitations of liability for both parties]
9. Indemnification [Include indemnification provisions]
10. Governing Law [Specify governing law and jurisdiction]