Product Description

Computer Support Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement (SLA) outlines the terms, conditions, and scope of computer support services provided to the Client. The purpose of this SLA is to ensure clear expectations regarding service delivery, response times, responsibilities, and support procedures.

2. Scope of Services

The service provider will deliver the following support services:

• Remote computer troubleshooting
• Software installation and updates
• Virus and malware removal
• Network connectivity support
• Email and account configuration
• Basic hardware diagnostics
• Backup and data recovery assistance (non‑disaster level)
• Printer and peripheral setup

3. Service Availability

Support is available during the following hours:

• Standard Support Hours: Monday–Friday, 08:00–17:00
• After‑Hours / Emergency Support: Available at additional cost upon request

4. Response Times

Based on issue severity:

• Critical (System Down): Response within 1 hour
• High (Major Disruption): Response within 4 hours
• Medium (General Issue): Response within 1 business day
• Low (Minor Request): Response within 2 business days

5. Responsibilities

Service Provider Responsibilities:

• Provide timely and professional support
• Communicate progress and updates
• Maintain confidentiality of client data
• Strive to resolve issues within stated response times

Client Responsibilities:

• Provide accurate information about issues
• Ensure stable internet connection for remote support
• Maintain licensed software
• Notify provider of problems as soon as possible

6. Exclusions

The following are not covered under standard SLA unless arranged separately:

• Hardware repair or replacement
• On‑site visits
• Data loss caused by client negligence
• Unsupported or pirated software
• Major cybersecurity incidents

7. Pricing

Pricing will be agreed upon in a separate document or contract based on service tier or retainer model.

8. Term & Termination

The SLA is valid for 12 months from signing and may be renewed. Either party may terminate with 30 days’ written notice.