Sample Service Agreement

1. Description of Services

The Service Provider ("NexGen IT Solutions Ltd") agrees to provide the following managed IT services to the Client ("Ashford & Cole Consulting Ltd"):

• 24/7 network monitoring and incident response
• Monthly security patching and vulnerability assessments
• Cloud infrastructure management (AWS hosted environments)
• Help desk support for up to 150 users (business hours: 8:00-18:00 GMT, Monday-Friday)
• Quarterly business reviews and capacity planning reports

Detailed service level targets are set forth in Schedule A attached hereto.

2. Service Level Agreement

The Service Provider commits to the following service levels:

Priority	Response Time	Resolution Target
Critical (P1)	30 minutes	4 hours
High (P2)	2 hours	8 hours
Medium (P3)	4 hours	2 business days
Low (P4)	1 business day	5 business days

The Service Provider shall maintain a minimum uptime of 99.5% for monitored systems, measured monthly. Service credits of 5% of monthly fees apply for each 0.1% below the uptime target, capped at 30% of monthly fees.

3. Fees and Payment

The Client agrees to pay the Service Provider a monthly retainer of £8,500 (eight thousand five hundred pounds sterling), invoiced on the first business day of each calendar month. Payment terms are net thirty (30) days from invoice date.

Additional services outside the scope defined in Section 1 shall be billed at the following rates:

• Senior Engineer: £150/hour
• Engineer: £100/hour
• Help Desk Analyst: £65/hour

All fees are exclusive of VAT, which shall be added at the prevailing rate.