Service Level Agreement


A Service Level Agreement (SLA) is an agreement between a Company and a Services/Skills Provider to deliver certain services/skills within a specified period at an agreed rate of pay.

An SLA sets out the baseline levels of service you expect from the Services/Skills Provider and what remedies are expected if the service falls short of these levels.

This Service-based SLA is commonly used when the services/skills are provided by another company. Examples: Accountant, HR, Social Media Manager, Virtual Assistant etc.

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This 5-page Service Level Agreement covers the following amongst others;

  • Definitions and Interpretations
  • Terms of the Agreement
  • Services
  • Fee Structure
  • Payment Terms
  • Obligations of the Service Provider
  • Governing Laws
  • Termination

It is written within the context of South African law and it is important to note that the Service Provider is responsible for their tax obligations to SARS and that no more than 80% of their annual fee shall be paid to them by the Company.