Create professional Service Level Agreements with customizable uptime targets, incident response times, penalty clauses, and support terms. Preview and download instantly, no signup required.
SERVICE LEVEL AGREEMENT (SLA)
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1. AGREEMENT OVERVIEW
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This Service Level Agreement ("Agreement") is entered into between:
Service Provider: [SERVICE PROVIDER]
Client: [CLIENT]
Effective Date: [START DATE]
End Date: [END DATE]
Duration: 1 Year
This Agreement defines the service levels, responsibilities, and remedies applicable to the services provided by the Service Provider to the Client.
2. SERVICE DESCRIPTION
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Service Type: SaaS Platform
The Service Provider agrees to deliver SaaS Platform services to the Client as outlined in the accompanying Statement of Work or service subscription terms. The services shall be provided in accordance with industry best practices and the service levels defined in this Agreement.
Support Hours: 24/7
3. SERVICE LEVEL TARGETS
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3.1 Uptime Commitment
The Service Provider guarantees a minimum uptime of 99.9% measured on a monthly basis. This equates to a maximum allowable downtime of 43.2 minutes/month.
Uptime is calculated as: (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month x 100
3.2 Incident Response Times
+----------+---------------------------+--------------------------------+
| Priority | Response Time | Description |
+----------+---------------------------+--------------------------------+
| Critical | 1 hour | Complete service outage or |
| | | data loss affecting all users |
+----------+---------------------------+--------------------------------+
| High | 4 hours | Major feature unavailable, |
| | | significant performance issue |
+----------+---------------------------+--------------------------------+
| Medium | 8 hours | Minor feature issue, partial |
| | | degradation for some users |
+----------+---------------------------+--------------------------------+
| Low | 24 hours | Cosmetic issues, general |
| | | inquiries, feature requests |
+----------+---------------------------+--------------------------------+
4. MONITORING & REPORTING
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The Service Provider shall implement comprehensive monitoring of all services covered under this Agreement. The following reporting obligations apply:
a) Real-time monitoring dashboards shall be made available to the Client.
b) Monthly service level reports shall be delivered within 5 business days of each calendar month end.
c) Reports shall include: uptime percentage, number and severity of incidents, response and resolution times, and trend analysis.
d) Quarterly service review meetings shall be conducted to discuss performance, upcoming changes, and improvement plans.
5. INCIDENT MANAGEMENT
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The Service Provider shall maintain an incident management process that includes:
a) A dedicated incident reporting channel accessible during support hours (24/7).
b) Acknowledgment of all reported incidents within the response times specified in Section 3.2.
c) Regular status updates to the Client during active incidents (every 30 minutes for Critical, every 2 hours for High).
d) Root cause analysis (RCA) reports for all Critical and High severity incidents, delivered within 5 business days of resolution.
e) Implementation of corrective actions to prevent recurrence of incidents.
6. PENALTIES & CREDITS
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In the event the Service Provider fails to meet the service levels defined in this Agreement, the following service credits shall apply:
a) For each SLA breach, the Client shall receive a service credit of 10% of the monthly service fee.
b) Service credits shall be applied to the next billing cycle and shall not exceed 30% of the monthly service fee in any given month.
c) The Client must request service credits within 30 days of the breach event.
d) Service credits are the sole and exclusive remedy for SLA breaches unless otherwise specified in the master agreement.
e) Repeated SLA failures (3 or more breaches in any 3-month period) shall grant the Client the right to terminate this Agreement without penalty.
7. EXCLUSIONS
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The following events shall not be counted against the Service Provider when calculating uptime and service level compliance:
a) Scheduled maintenance windows, provided the Client receives at least 48 hours advance notice.
b) Force majeure events including natural disasters, acts of war, government actions, pandemics, or other events beyond reasonable control.
c) Issues caused by the Client's equipment, software, network connectivity, or actions by the Client's personnel.
d) Third-party service outages (DNS providers, CDN, upstream network providers) outside the Service Provider's direct control.
e) Issues arising from the Client's failure to implement recommended updates, patches, or configuration changes.
8. TERM & TERMINATION
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This Agreement shall commence on [START DATE] and continue for a period of 1 Year, ending on [END DATE], unless terminated earlier in accordance with the following provisions:
a) Either party may terminate this Agreement by providing 30 days written notice.
b) Immediate termination may occur if either party commits a material breach that remains uncured for 15 business days after written notice.
c) The Client may terminate without penalty if the Service Provider fails to meet the minimum service levels for 3 or more months in any 6-month period.
d) Upon termination, the Service Provider shall assist in the orderly transition of services for a period of up to 30 days.
e) All outstanding service credits shall be settled within 30 days of termination.
9. SIGNATURES
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By signing below, both parties acknowledge and agree to the terms and conditions set forth in this Service Level Agreement.
SERVICE PROVIDER: [SERVICE PROVIDER]
Signature: _________________________________
Name: _________________________________
Title: _________________________________
Date: _________________________________
CLIENT: [CLIENT]
Signature: _________________________________
Name: _________________________________
Title: _________________________________
Date: _________________________________
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Customizable uptime targets from 99.0% to 99.99%
Priority-based incident response time tiers
Configurable penalty and service credit clauses
Multiple service types: SaaS, Cloud, IT, API, Consulting
Support hours and contract duration options
Instant copy and download as text
Define uptime guarantees and support response times for your platform customers.
Create standardized SLAs for managed IT services with clear penalty structures.
Set infrastructure availability targets and incident management processes.
Draft SLA requirements when evaluating and onboarding new technology vendors.
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