Kaseya Community

SLA example provided

  • Service Level Agreement sscrevised.pdf
    ok it has been a year since I spoke at KAseya Connect on SLAs and promised I would share you ours, but we made some major changes and here is our last attorney reviewed SLA. I also have one for web hosting, let me know if I should share that. This is a GUIDELINE.....you probably want to make your own but feel free to start here.

    Legacy Forum Name: SLA example provided,
    Legacy Posted By Username: markmancini
  • Thanks for sharing Mark. We update ours constantly and are scheduled to go through it again here within a week or two. I will post ours when it is updated if anyone else cares. I love going through these things for some reason...

    Legacy Forum Name: MSP General Discussion,
    Legacy Posted By Username: CeruleanBlue
  • Hi Mark,

    I would be intrested in how your webhosting SLA looks, so could you post that also if you don't mind?

    Best regards,


    Legacy Forum Name: MSP General Discussion,
    Legacy Posted By Username: int-nl
  • here you go!

    Web Hosting Agreement
    Twisted Technologies, Inc. agrees to provide Client with Web Hosting Services, under the following terms and conditions:

    1. Performance of Services. Twisted Technologies, Inc. (“Twisted”) shall provide Web Hosting Services (the “Services”) on a month to month basis, commencing within forty-eight (48) hours of Twisted’s receipt of verification of Client’s acceptance of this Agreement. Twisted shall provide the Services designated by the Plan selected by Client.
    2. Client’s Guarantees. Client acknowledges, understands and agrees that Client shall not post on its Website nor use its Website for any unlawful, illegal or immoral acts, specifically including, but not limited to, pornography, illegal spam activities, gambling, sale of controlled substances or fraudulent activities. Client shall not improperly access other parties’ personal or private information and shall diligently protect all confidential information obtained through its activities.
    3. Price and Payment. Client shall remit payment for the Services on or before the first (1st) day of each calendar month. Client acknowledges, understands and agrees that Twisted shall immediately and without notice terminate the Services if payment is not received by the second (2nd) day of each calendar month. Upon reinstatement at any time within twelve (12) months of termination of the Services for any reason, Client shall remit reinstatement fees of one month’s Service Plan Fees. Twisted reserves the right to refuse reinstatement for any reason, whatsoever.
    4. Force Majeure. Neither party shall be responsible for any delay caused by any act of God, including, but not limited to, fire, sabotage, flood, drought, strike, riot, labor difficulty, insurrection, war, act of government authority, or inability to obtain material, labor, equipment or transportation, which results in a party’s failure to perform in accordance with the terms hereof.
    5. Damage or Loss. Twisted shall not be liable nor responsible for any damage to Client’s hardware or software for the Services provided hereunder, for any reason, whatsoever.
    6. Default. In the event of a default of this Agreement by either party, then the non-breaching party shall provide the breaching party with written notice of said default. In the event of a non-financial default hereunder, then the breaching party shall have ten (10) days in which to cure said default or diligently commence and pursue cure which cannot, by its nature, be cured within said ten (10) days. In the event of a breach and failure to cure, as provided herein, the non-breaching party shall have the right to invoke any remedy allowed at law or in equity. The remedies provided herein shall be cumulative and shall not preclude the assertion by any party hereto of any other rights or the seeking of any other remedies against the other party hereto. The failure or delay of any party at any time to require performance of any provision or to exercise its rights with respect to any provision hereof shall in no manner operate as a waiver of or affect such party's right at a later time to enforce the same.
    7. Remedies. In addition to all other remedies available, if Client fails to pay all amounts as due herein, Twisted may collect interest in the amount of the greater of one and one-half percent (1.5%) per month or the maximum amount allowable by law, all expenses incurred; and (1) actual attorney’s fees and expenses incurred; or (2) 15% of the amount outstanding for attorney’s fees, the greater of whichever is allowable under law.
    8. Notice. All notices, requests, claims, demands and other communications hereunder shall be in writing and shall be deemed to have been duly given if delivered, sent via courier or mailed via a tracking method, postage prepaid, to Twisted’s corporate address and to Client at the address provided to Twisted by Client.
    9. Miscellaneous. This Agreement shall inure to the benefit of, and shall be binding upon, the parties and their heirs, successors, assigns and personal representatives. In the event any term, paragraph or provision of this Agreement or its application to any circumstances shall to any extent be deemed invalid or unenforceable, the remainder of this Agreement shall be valid and enforceable to the fullest extent permitted by law. This Agreement shall be governed by and construed in accordance with the laws of the State of Georgia. This Agreement contains the entire Agreement concerning the Services to be provided by Twisted for Client and the terms and conditions thereof and may not be changed or modified, except by a writing signed by the parties hereto.

    Acceptance of Proposal. Client has the authority to enter into and has read, understands, accepts and approves this Agreement.

    X ________________________________________
    Client Signature Date

    Client Name & Title: ________________________________________________________________
    Client Office: ______________________________________________________________________
    Client Phone: ________________________________; Client Fax: ____________________________
    Client E-Mail: _________________________________________________

    Legacy Forum Name: MSP General Discussion,
    Legacy Posted By Username: mmancini