Service Level Agreement (SLA) – Example Application

Service Level Agreement (SLA) for Sage 300 Accounting Application Maintenance

This SLA outlines the terms and conditions for the maintenance and support of the Sage 300 Accounting Application (the “Application”) by [Service Provider].

1. Scope of Maintenance Services [Service Provider] shall provide the following maintenance and support services for the Application:

• Software updates and patches
• Technical support for issues related to the Application
• Assistance with the configuration and customization of the Application
• Data backups and restoration services

2. Service Level Targets [Service Provider] will use reasonable efforts to meet the following service level targets:

• Response time for technical support requests: [Service Provider] will respond to technical support requests within [X] business hours.
• Resolution time for technical support issues: [Service Provider] will use reasonable efforts to resolve technical support issues within [X] business hours.
• Data backup and restoration: [Service Provider] will perform daily data backups and will use reasonable efforts to restore data within [X] hours in the event of data loss.

3. Service Exclusions The following services are not included in this SLA:

• Training or consulting services
• Custom development or customization of the Application beyond the scope of configuration services
• Support for issues caused by third-party software or hardware

4. Customer Responsibilities The customer is responsible for the following:

• Ensuring that all user accounts have the appropriate access permissions
• Providing [Service Provider] with reasonable access to the Application and related systems for the purpose of maintenance and support
• Reporting any issues or defects in the Application to [Service Provider] in a timely manner

5. Termination This SLA may be terminated by either party upon [X] days written notice. Upon termination, [Service Provider] will provide the customer with a copy of all data stored in the Application.
6. Disclaimer of Warranties [Service Provider] makes no warranties, express or implied, with respect to the maintenance and support services provided under this SLA.
7. Limitation of Liability [Service Provider] shall not be liable for any damages resulting from the failure to provide maintenance and support services under this SLA. In no event shall [Service Provider]’s liability exceed the amount paid by the customer for the maintenance and support services under this SLA.
8. Governing Law This SLA shall be governed by the laws of the state of [State].

By signing below, the customer acknowledges that they have read and understand this SLA and agree to be bound by its terms and conditions.

Customer: ____________________________ Date: ____________________________

Service Provider: ____________________________ Date: ____________________________