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ApplyThis Service Level Agreement (“Agreement”) is entered into on [Date], by and between:
Service Provider: [Service Provider Name], with its principal place of business at [Address]
Client: [Client Name], with its principal place of business at [Address]
This Agreement sets forth the terms and conditions under which the Service Provider will deliver services to the Client, including performance standards, responsibilities, and remedies.
The Service Provider agrees to provide the following services:
[List of services to be delivered]
The Service Provider shall ensure that the services are available [percentage]% of the time, excluding scheduled maintenance.
Response Time: [Specify, e.g., within 2 hours of request]
Resolution Time: [Specify, e.g., within 24 hours of issue report]
Uptime Guarantee: [Specify percentage, e.g., 99.9%]
Response Time: [Specify, e.g., within 2 hours of request]
Resolution Time: [Specify, e.g., within 24 hours of issue report]
Uptime Guarantee: [Specify percentage, e.g., 99.9%]
The Client agrees to:
Provide necessary access to systems, personnel, and resources.
Notify the Service Provider promptly of service issues.
Comply with usage policies and applicable laws.
Provide necessary access to systems, personnel, and resources.
Notify the Service Provider promptly of service issues.
Comply with usage policies and applicable laws.
The Service Provider will provide regular reports on service performance and make monitoring data available to the Client upon request.
In the event of failure to meet the agreed standards, the Client shall be entitled to remedies such as service credits, termination rights, or other measures as mutually agreed.
This Agreement shall commence on the Effective Date and continue for [Term Length], unless terminated earlier for cause or by mutual consent.
Both parties agree to maintain confidentiality of proprietary and sensitive information exchanged under this Agreement.
This Agreement shall be governed by and construed under the laws of [State/Country].
[Service Provider Name]
Date: ______________________
[Client Name]
Date: ______________________
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Frequently asked
A Service Level Agreement is a binding contract between a service provider and a client that defines the scope of services, performance standards, roles and responsibilities, and remedies if obligations are not met. It ensures accountability, sets clear expectations, and protects both parties in case of service failures.
An SLA establishes measurable performance standards — such as uptime, response times, and resolution goals — that reduce ambiguity and disputes. It also provides legal remedies if commitments are not met and helps build trust by demonstrating the provider’s commitment to quality, reliability, and customer satisfaction.
Use an SLA whenever outsourcing or contracting business-critical services, such as IT support, cloud hosting, telecommunications, managed security, or customer service. Any arrangement where performance, reliability, and accountability are essential should be governed by an SLA.
An SLA should specify the services provided, expected service levels, metrics for measurement, availability guarantees, response and resolution times, escalation processes, remedies for non-compliance, reporting obligations, and termination rights. Clearly defined terms reduce risk and prevent misunderstandings.
Use our AI-powered builder to instantly generate a tailored SLA that meets your business needs — professional, enforceable, and ready to share with clients.
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