Customer Based Service Level Agreement Template for England and Wales

The Customer Based Service Level Agreement serves as a critical instrument for establishing clear service expectations and accountability in service delivery relationships. This document, governed by English and Welsh law, is essential when organizations need to formalize service standards, define performance metrics, and establish clear remedies for service failures. It typically includes detailed service descriptions, performance measurements, reporting requirements, and service credit mechanisms. The agreement is particularly valuable for complex service arrangements where specific performance standards need to be maintained and measured. It provides both parties with clear expectations and remedies while ensuring compliance with relevant UK legislation and regulations.

1. Parties: Identification and details of the service provider and customer

2. Background: Context of the agreement and brief description of services

3. Definitions: Key terms used throughout the agreement

4. Service Description: Detailed outline of services to be provided

5. Service Levels: Specific performance metrics and standards

6. Performance Measurement: How service levels will be measured and reported

7. Service Credits: Compensation mechanism for service level failures

8. Term and Termination: Duration and conditions for ending the agreement