Common Contracts
1 similar Service Level Agreement contracts
SERVICE LEVEL AGREEMENT (SLA)Service Level Agreement • August 17th, 2023
ScopeCategory Scope of Services Out of Scope Incident Support* ● Helpdesk Support● Application and database stability and availability● Application rectification and testing● System problem detection and root cause analysis● Data accuracy ● Application functional re-engineering● Onsite support● Non-Business Hours standby● Downtime caused by:-i. WAN unavailability;ii. computer virus, worms and similar attacks, due to the default of the Company;iii. disaster, accident, and other causes that are beyond the Parties’ control and which affects the operation of the relevant application/ system/ software, including lightning, fire, severe weather;iv. negligence, misuse, or erroneous operation of the application/ system/ software on the part of the Company, including but not limited to failure by the Company to operate the application/ system/ software within the recommended operating environment.● User Training● New application deployment or enhancements.● Data update back to application● Inte
