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Service Level Agreement (SLA)
Clearly define service performance standards and responsibilities with this Service Level Agreement Template.
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SERVICE LEVEL AGREEMENT
This 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]
1. Purpose
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.
2. Services Covered
The Service Provider agrees to provide the following services:
[List of services to be delivered]
3. Service Availability
The Service Provider shall ensure that the services are available [percentage]% of the time, excluding scheduled maintenance.
4. Performance Standards
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%]
5. Client Responsibilities
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.
6. Reporting and Monitoring
The Service Provider will provide regular reports on service performance and make monitoring data available to the Client upon request.
7. Remedies for Non-Compliance
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.
8. Term and Termination
This Agreement shall commence on the Effective Date and continue for [Term Length], unless terminated earlier for cause or by mutual consent.
9. Confidentiality
Both parties agree to maintain confidentiality of proprietary and sensitive information exchanged under this Agreement.
10. Governing Law
This Agreement shall be governed by and construed under the laws of [State/Country].
Signatures
[Service Provider Name]
Date: ______________________
[Client Name]
Date: ______________________
Details
Learn more about
Service Level Agreement (SLA)
SERVICE LEVEL AGREEMENT FAQ
What is a Service Level Agreement (SLA)?
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.
Why is a Service Level Agreement important?
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.
When should you use a Service Level Agreement?
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.
What should a Service Level Agreement include?
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.
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