The Hardware Support Service Level Agreement (SLA) establishes a formal agreement between IR Systems (Pvt) Ltd, the service provider, and a customer for the provision of hardware support services for physical servers. This SLA encompasses services such as maintenance, troubleshooting, and the replacement of faulty hardware components. It defines specific service levels, including response and resolution times, incident management procedures, and customer and service provider responsibilities. This highlights the importance of maintaining an up-to-date inventory of spare parts and regular data backups by the customer to prevent data loss.