This agreement is a service level agreement (“SLA” or “agreement”) between the company name and the customer for the provision of the IT services necessary to support and maintain the product or service. Effective in-scope service support is the result of maintaining consistent service levels. The following sections contain relevant information on service availability, monitoring of services available in the validity area and associated components. This Service Level Agreement (SLA) model can be used on UpCounsel. Download this free service level agreement below and have it tailored to your individual business needs today. The provider has all the measurement and monitoring instruments and procedures necessary to measure, monitor and report the performance of the provider`s service delivery using current service levels, which is sufficient to verify compliance with service levels. This agreement remains in force until it is replaced by a revised agreement that is mutually approved by stakeholders. 2) Provide the client with a clear, concise and measurable description of service delivery. The supplier must immediately inform the customer in writing whether the supplier`s level of performance is appropriate or does not meet an element of the supplier`s service delivery during the duration of the contract. The provider recognizes and accepts that each service credit is a price adjustment that reflects the value of a lost service caused by non-compliance with a level of service. Both parties agree that service credits are a reasonable method of price adjustment to reflect poor performance.