Awake Service Level Agreement
Measure availability and support with explicit exclusions and remedies.
- Entity and jurisdiction fit
- US software companies; state-specific adaptation required
- Binding posture
- Binding when completed and signed
- Variants
- Complete the stated selections
- Before use
- Each party’s own counsel must review and approve the document.
Awake Service Level Agreement
Commercial Terms
Parties/main agreement: [names/version]. Service scope and measurement period: [details]. Support contacts/time zone/hours: [details].
Measurement
Availability target: [percent]. Formula, monitoring source and covered endpoints: [details]. Planned maintenance windows, notice and maximum excluded duration: [terms]. Other exclusions: [specific causes]. An exclusion does not erase separate data/security duties.
Support
Repeat for each severity: [objective definition; initial response target; update cadence; restoration/workaround target; escalation contact]. Distinguish response, workaround and final resolution. Customer reporting and cooperation: [process].
Remedies
Credits: [formula, cap, request window and evidence]. Chronic-failure termination and refund: [triggers/terms]. State whether credits are exclusive for availability only; do not silently waive other claims. Service changes and renewal treatment: [terms].
General terms
Formal notices go to the contacts and delivery methods in the Commercial Terms. Governing law: [state and country]; dispute forum: [court and venue, or separately completed arbitration provision], subject to mandatory law. The parties will first meet in good faith within [days] after a dispute notice; this does not delay urgent relief or a filing deadline. This document and the signed schedules listed here constitute the agreement on this subject. Changes require a writing signed by the affected parties. A schedule overrides another document only by identifying the provision and the agreed replacement. No provision silently amends an existing equity, financing, or employment instrument. Severability applies to the extent lawful. Neither party may transfer this agreement without the other's written consent except to a successor acquiring the relevant business that assumes its obligations in writing, subject to any expressly agreed restrictions. Counterparts and electronic signatures are permitted.
Signatures
Party A: [full legal name]. Authorized signature: [signature]. Name and title: [name and title]. Date: [date].
Party B: [full legal name]. Authorized signature: [signature]. Name and title: [name and title]. Date: [date].
Signed schedules and implementing documents: [list, dates, and versions, or none].
Companion documents
Data-room records: 07-02. See the mapping.