Service Level Agreement (SLA) for SQL Accounting Software – April 01, 2015

1. Agreement Overview

This Service Level Agreement (SLA) outlines the terms and conditions under which the accounting software provider (referred to as “Service Provider”) will provide services to the customer (referred to as “Client”). The SLA defines the quality, availability, and responsibilities associated with the accounting software services provided.

 

2. Definitions

• Service Provider: The entity that develops, maintains, and supports the accounting software.
• Client: The entity or individual who utilizes the accounting software provided by the Service Provider
• Software: The accounting software application provided by the Service Provider, including any updates, patches, and versions.
• Availability: The percentage of time the software is operational and accessible to the Client.
• Downtime: Periods when the software is not operational due to issues within the Service Provider’s control.

 

3. Scope of Services

The Service Provider agrees to deliver the following services to the Client:

• Software Provisioning: The Service Provider will grant the Client access to the accounting software through a web interface or desktop application.
• Software Updates & Maintenance: The Service Provider will release updates, bug fixes, and version upgrades to ensure continued functionality and compliance.
• Technical Support: The Service Provider will offer support for technical issues related to the software via email, phone, or a helpdesk platform.
• Data Backup & Security: The Service Provider will implement data backup procedures and security measures to protect the Client’s financial data.
• Uptime Guarantee: The Service Provider guarantees the software will be available 99.9% of the time, excluding
  • Downtime caused by Client’s internet service provider or network.
  • Downtime caused by Client’s hardware or software.
  • Downtime caused by Force Majeure events (e.g., natural disasters, acts of God).
  • Downtime caused by Client’s breach of this agreement.
  • Downtime during scheduled maintenance periods.

 

4. Service Performance

• Uptime Guarantee: The Service Provider guarantees an uptime of 99.9% per calendar month, excluding scheduled maintenance.
• Scheduled Maintenance: Regular maintenance will be carried out outside of business hours to minimize disruptions. Clients will be notified at least 48 hours in advance.
• Unscheduled Maintenance: In case of unexpected outages or system failures, the Service Provider will aim to restore service within a 4-hour window.
• Support Response Time: 
  • Critical Issues (System Down): Response within 1 hour. 
  • High Priority Issues (Major Functionality Affected): Response within 4 hours. 
  • Medium Priority Issues (Minor Functionality Impact): Response within 1 business day. 
  • Low Priority Issues (Non-urgent Inquiries): Response within 2 business days. 

 

5. Service Availability 

 

6. Client Responsibilities

• System Requirements: The Client is responsible for ensuring their systems (hardware, software, internet connection) meet the minimum requirements for using the accounting software.
• Data Entry & Accuracy: The Client is responsible for ensuring the accuracy and legality of all data entered into the software.
• Security: The Client must ensure that their login credentials and access points to the accounting software are secured and protected against unauthorized access.

 

7. Compensation & Penalties

If the Service Provider fails to meet the agreed-upon service levels in terms of uptime, the following compensations will be provided to the Client:

• Uptime Below 99.9% but above 99%: A 5% credit of the monthly service fee.
• Uptime Below 99% but above 95%: A 10% credit of the monthly service fee.
• Uptime Below 95%: A 25% credit of the monthly service fee.

Credits are calculated on a pro-rata basis and will be issued in the form of a discount on the following month’s invoice. Service credits are non-transferable.

8. Termination

This agreement may be terminated by either party with [Notice Period] written notice.

 

9. Confidentiality & Data Protection

The Service Provider agrees to protect all sensitive and financial data belonging to the Client in compliance with data protection laws (e.g., GDPR). The Client agrees not to disclose any confidential information obtained through the use of the software without the Service Provider’s consent.

 

10. Force Majeure

Neither party will be held responsible for failure or delay in performing their obligations under this agreement due to causes beyond their reasonable control, including but not limited to natural disasters, war, government regulations, or network outages.

 

11. Governing Law & Dispute Resolution

 

12. Agreement Acknowledgement

Both parties acknowledge that they have read, understood, and agreed to the terms and conditions outlined in this Service Level Agreement.