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Service Level Agreement (SLA) - Template

Effective Date: August 10, 2025

This Service Level Agreement ("SLA" or "Agreement") is entered into on [Date] by and between:

Verveance ("Service Provider")
Email: contact@verveance.com

and

[Client Company Name] ("Client")
[Client Company Address]
[Client Contact Person]
[Client Contact Email]

1. Agreement Overview

This SLA sets forth the terms and conditions under which Verveance will provide [Specify Service, e.g., Custom Web Application Development] services to the Client. This document defines the responsibilities of both parties, the agreed-upon service levels, and the procedures for issue resolution. While rooted in Philippine law, Verveance is committed to delivering services with global standards of professionalism and quality.

2. Scope of Services

Verveance will provide the following services to the Client as detailed in the attached/referenced Project Proposal/Statement of Work (SOW) dated [Date of SOW]:

  • [List specific services, e.g., Frontend Development for "X" application]
  • [Backend Development for "Y" functionalities]
  • [Database Design and Implementation]
  • [Deployment and Hosting Setup (if applicable and chosen by Client)]
  • [Initial Testing and Bug Fixing]
  • [Any specific consulting or design phases]

3. Service Availability / Uptime (if applicable for hosted solutions - only if Verveance provides hosting)

  • Target Uptime (for deployed applications via Verveance's subscription model): [e.g., 99.9% uptime (excluding scheduled maintenance)].
  • Measurement: Uptime will be measured [e.g., monthly, based on third-party monitoring tools].
  • Scheduled Maintenance: Verveance will provide [e.g., 24-hour] prior notice for any scheduled maintenance (ordered by the client) that may cause service interruptions.
  • Exclusions: Service availability guarantees do not apply to downtime caused by:
    • Client's actions or inactions.
    • Third-party services (e.g., issues with client's chosen hosting provider if not Verveance's, domain registrar issues).
    • Force majeure events (e.g., natural disasters, war, acts of terrorism).

4. Response and Resolution Times (for support during development or warranty period)

  • Support Channels: Email: contact@verveance.com, Project Management Tool: [Link to tool, if used for project-specific communication]
  • Support Hours: Monday - Friday, 9:00 AM - 6:00 PM PHT (Philippine Standard Time), excluding Philippine public holidays. We understand the importance of timely communication for our international clients and strive to respond efficiently across time zones.

  • Verveance is committed to addressing your concerns and resolving issues as quickly as possible. During support hours, we aim to provide an initial response to critical and high-priority issues within 2 to 4 business hours. For medium and low-priority inquiries or minor issues, we will provide an initial response within 8 to 24 business hours.

  • Our goal is always prompt resolution, and while complex issues may require more time, we'll keep you informed of our progress. We define resolution as the issue being addressed, a workaround provided, or a clear plan for a permanent fix communicated and agreed upon.

  • Client Cooperation: To ensure timely resolution, the Client agrees to provide all necessary information and access when requested.

5. Client Responsibilities

  • Provide all necessary content, materials, approvals, and feedback within agreed-upon timeframes.
  • Make timely payments as per the Project Proposal/SOW.
  • Designate a primary contact person for all project-related communications.
  • [Any other specific client responsibilities for the project, e.g., providing access to specific APIs, testing environments, etc.]

6. Service Provider Responsibilities

  • Develop and deliver the services as outlined in the Project Proposal/SOW, adhering to agreed-upon quality standards.
  • Communicate project progress and any potential issues or delays in a timely manner.
  • Provide support as per the response and resolution times defined in Section 4.
  • Maintain confidentiality of Client data and project details.

7. Payment Terms

Specific payment terms, including pricing, milestones, and invoicing, will be detailed in the individual Project Proposal or Statement of Work. Our general payment structure is as follows:

  • Simple/Small Projects: Full upfront payment.
  • Most Projects: 50% down payment deposit, with the remaining 50% upon project completion.
  • Large Projects: 20% down payment, 40% upon a defined milestone, and the final 40% upon completion.

Failure to make timely payments may result in the suspension or termination of Services.

8. Project Revisions and Scope Changes

  • Minor revisions within the agreed scope are included.
  • Any major changes or revisions to the project scope, deliverables, or functionalities not originally outlined in the Project Proposal/SOW will be considered a scope change and may be subject to additional fees and revised timelines. These will be documented and mutually agreed upon by both parties in a change order.

9. Performance Monitoring and Reporting

Verveance will [e.g., provide regular project updates, track issue resolution times, use a project management system to track tasks and progress].

10. Remedies and Penalties

Verveance is committed to upholding its service level agreements. Should Verveance fail to meet the agreed-upon service levels as defined in this SLA (e.g., specific response/resolution times for critical issues, as documented in project communications), the following remedies will apply:

  • For projects with outstanding final payments, the Client will be eligible for a deduction from the final payment. The specific deduction amount will be mutually agreed upon based on the severity and impact of the service level breach.
  • For simple or small projects where payment has been made in full, the Client may be eligible for a partial refund. The amount of the partial refund will be determined through good faith negotiation, considering the extent of the service level breach and its impact on the project.

11. Review and Amendment

This SLA will be reviewed [e.g., annually, or upon completion of major project phases] to ensure its continued relevance and effectiveness. Any amendments to this SLA must be agreed upon in writing by both parties.

12. Termination

Termination of this SLA or the underlying Project Agreement shall be governed by the terms outlined in the Project Proposal/SOW.

13. Governing Law and Dispute Resolution

This SLA shall be governed by and construed in accordance with the laws of the Republic of the Philippines. Any disputes arising from this Agreement shall be resolved through good faith negotiation. If negotiation fails, disputes shall be submitted to the exclusive jurisdiction of the competent courts of Philippines.

Verveance aims to provide a consistent and reliable service experience to all its international clients. While this Agreement is governed by Philippine law, our commitment to professional service delivery, clear communication, and fair business practices aligns with internationally recognized standards for contractual engagements in the digital service industry.

IN WITNESS WHEREOF, the parties have executed this Service Level Agreement as of the Effective Date.

VERVEANCE (Service Provider)
[Your Name/Authorized Signatory]
[Your Title]

[CLIENT COMPANY NAME] (Client)
[Client's Name/Authorized Signatory]
[Client's Title]