Service Level Agreement

1. Agreement Overview

This Service Level Agreement (“SLA” or “Agreement”) is made and entered into as of [Date] by and between:

  • Service Provider: XYMBOLIC IT SOLUTIONS PROVIDER CORPORATION , with offices located at  Bldg. 1056 Rizal Highway, Subic Bay Freeport Zone, Zambales, Philippines 2222
  • Client: [Client Name], with offices located at [Address].

This SLA outlines the parameters of all IT services covered, as mutually understood by the stakeholders. This agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.

2. Purpose

The purpose of this SLA is to ensure that proper elements and commitments are in place to provide consistent IT service support and delivery to the client by the service provider.

3. Scope of Services

The following conditions and mutual services are covered by this agreement:

  • Services only cover implementation services and do not include any product licenses unless purchased prior to implementation.
  • Our services do not include electrical work.
  • The execution of the services may only occur on service availability provided or at any date agreed upon by both parties prior to implementation.
  • Additional services are required for the implementation schedule during holidays and weekends.
  • Additional labor is subject to quotation.
  • Installation of any third-party unlicensed software, hardware, or a trial version is not included.
  • XYMBOLIC IT SOLUTIONS PROVIDER CORPORATION is not liable for any data loss, data inconsistencies, and/or system service unavailability during the implementation.
  • Proper backup and restore should be at the customer's end.

Out-of-scope work provisions.

XYMBOLIC IT SOLUTIONS PROVIDER CORPORATION is only responsible for performing the services described in the agreement. All out-of-scope and additional changes to the activities should be provisioned under the change of request procedure for evaluation or separate service quotation. Work not included is as follows:

  • Back up data, migrate data, and create a recovery disk.
  • Development, software customization, and other configuration services, unless otherwise specified in the scope of work.
  • Services outside normal business hours unless otherwise specified or agreed.

4. Service Management

4.1 Service Availability

ServiceAvailabilityNotes
HELPDESK SUPPORT
8:30AM-7PM (Mon-Fri), 8:30AM-5:30PM (Sat), Store operations Including Holidays In-House Repair/Service (Desktop PC, Laptop, Printer, POS and Printer Hardware Repair, Internal Part(s) Swap Replacement, Basic Configuration).
MANAGED SERVICE DESK 
8AM-8PM Monday-Sunday, Including Holidays

On-Site Repair/Service (Desktop PC, Laptop, Printer, POS and Printer Hardware Repair, Internal Part(s) Swap Replacement, Basic Configuration).

Equipment Swap/Parts Replacement (Sample of swappable IT peripherals and devices: cash drawer, monitor, report printer, touchscreen, uninterruptible power supply (UPS), AVR, customer display, keyboard, receipt printer, barcode scanner, cable, mouse, network hub, speaker, thermal head, and other IT peripherals/parts serviced, including parts replacement).

SOLUTIONS & SERVICES 
8AM-8PM Monday-Sunday, Including Holidays
 Project Deployment Specialization (computer networks, wireless systems, surveillance systems, telephony systems, door locks, fiber connectivity, and other solutions and services).

5. Service Performance

5.1 Response and Resolution Times

PriorityDescriptionResponse TimeResolution Time
Critical (P1)System-wide outage, security breach15 minutes2 hours
High (P2)Major impact, no workaround30 minutes4 hours
Medium (P3)Degraded service, workaround available1 hour6 hours
Low (P4)Minor issue, general inquiry2 hours8 hours

6. Client Responsibilities

  • Provide access to systems, infrastructure, and documentation as needed.
  • Notify the service provider of issues promptly.
  • Designate primary points of contact for escalations and approvals.
  • Maintain appropriate licenses and warranties unless otherwise covered.

7. Service Provider Responsibilities

  • Ensure availability and timely response to issues.
  • Maintain qualified personnel and tools to deliver services.
  • Maintain appropriate data security standards.
  • Provide regular performance and service reports.

8. Reporting & Reviews

  • Monthly Reports: Uptime, incident metrics, and patch status.
  • Quarterly Business Reviews (QBRs): Discuss performance, roadmap, and improvements.

9. Penalties & Credits

If the service provider fails to meet agreed service levels for critical services, the client may be eligible for service credits.

10. Term & Termination

  • If the customer request cancellation of an order five (5) days after the issuance of service order, XYMBOLIC IT SOLUTIONS PROVIDER CORPORATION will charge a cancellation fee of ten percent (10%) of the total value of the cancelled services

11. Confidentiality & Data Security

Both parties agree to maintain the confidentiality of proprietary information. The service provider agrees to comply with applicable data protection regulations, including but not limited to GDPR, HIPAA, and 10173, also known as the Data Privacy Act of 2012.

12. Limitation of Liability

The service provider shall not be liable for indirect, incidental, or consequential damages.

13. Force Majeure

Neither party shall be held liable for failure or delay in performance due to circumstances beyond their reasonable control.