Customer Service Level Agreement

Lease Packet Customer Specific SLA

This Service Level Agreement (in short, SLA) defines the service levels, responsibilities, and expectations between Lease Packet (Service Provider) and [Client Name] (Customer) for the delivery of hosting and infrastructure services (digital services, in general). Both the Service Provider and Customer will collectively be referred to as “Parties”.

Effective Date: [Start Date]

Review Date: [Annual/Quarterly/Monthly]

Agreement Duration: [12 Months/Other]

Customer Details (Client Information)

Customer Name: [Name]

Contact Person: [Name]

Email Address: [Email]

Phone Number: [Contact Number]

Company Address: [Client Address]

Services Covered

This SLA covers the following services provided by Lease Packet:

  •  Dedicated Server – [Server Specs, Location]
  •  GPU Server – [e.g., NVIDIA A100/V100, RAM, Storage]
  •  Streaming Server – [Bandwidth, Storage, Region]
  •  IP Leasing – [Number of IPs, Type: IPv4/IPv6]
  •  License – [e.g., cPanel/Plesk]
  •  Cloud Hosting – [Resources Allocated]

Or, any tailored Digital Service or Digital Services the client requires.

Service Performance

Metric

Target Level

Uptime Guarantee

99.9% Monthly

Support Availability

24/7/365 via Email & Ticket

Response Time

< 30 Minutes (Critical Issues)

Resolution Time

< 4 Hours (Critical), < 24 Hours (Normal)

Provisioning Time

Within 12–48 Hours

Support Scope

  • Support Channels: Email, Ticket System, [Optional: WhatsApp/Phone]
  • Critical Issues: Complete service outage or major functionality failure
  • Non-Critical Issues: Minor bugs, usage queries, performance tuning
  • Escalation Contact: [Lease Packet Support Team]

Customer Responsibilities

Lease Packet (Service Provider) expects this from the Customer (Client) for a smooth & service agreement.

  • Maintain updated contact details with Lease Packet 
  • Make sure server access credentials are stored securely
  • Use services ethically and legally
  • Report issues promptly and provide necessary cooperation
  • Manage backups unless covered in service

Monitoring & Reporting

  • All infrastructure monitored 24/7 using internal tools
  • Reports on uptime and performance – available upon request
  • Monthly performance review, if required by customer

SLA Breach & Penalties

In the event Lease Packet (Service Provider) fails to meet agreed service levels:

SLA Breach

Credit Offered

Uptime < 99.9%

5% service credit for affected duration

Resolution > 4/24 Hours

5–10% credit based on impact severity

  • Maximum monthly credit: 25% of monthly invoice
  • Claims must be submitted within 7 days of incident

Maintenance & Downtime

  • Scheduled maintenance will be informed at least 48 hours in advance
  • Emergency maintenance may be performed without notice
  • Lease Packet (Service Provider) will minimize the impact on services during such periods

Security & Data Protection

  • Data handled per [Lease Packet’s Data Protection Policy]
  • Lease Packet (Service Provider) does not access or manage customer data unless required for troubleshooting
  • Customer is responsible for data backups unless backup services are explicitly included

Termination Conditions

  • SLA may be terminated by either party with 30 days’ notice
  • Immediate termination in case of service misuse, non-payment, or legal violation
  • Upon termination, data and access rights will be removed within 5 days

Review & Revisions

  • SLA will be reviewed [Quarterly/Annually/Monthly] or upon customer request
  • Changes will be documented and signed by both the Parties

Agreement Sign-Off

Lease Packet Representative

Name

Position

Signature

Date

Client Representative

Name

Position

Signature

Date