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Free Service Level Agreement template with sections for uptime guarantees, response times, performance metrics, penalties, escalation procedures, and reporting..
An SLA turns vague promises into measurable commitments. Use this template to define uptime targets, response times, penalties, and escalation procedures that protect both parties.
Define the parties, scope, and purpose of this Service Level Agreement.
Pro tip: Be precise about scope. Ambiguous SLAs create disputes. If a service is NOT covered, state it explicitly in the exclusions.
Specify availability targets and how uptime is measured and reported.
Pro tip: 99.9% uptime allows 43.8 minutes/month of downtime. 99.99% allows only 4.38 minutes/month. Choose a target you can actually meet.
Define how quickly incidents are acknowledged and resolved by severity level.
Pro tip: Response time means acknowledgment, not resolution. Make this distinction clear. Customers get frustrated when they think response = fix.
Define measurable KPIs that track service quality beyond just uptime.
Pro tip: Use percentile-based metrics (p95, p99) instead of averages for response times. Averages hide tail latency that affects real users.
Define consequences when SLA targets are not met.
Pro tip: Service credits should be meaningful enough to incentivize performance but capped to protect the provider. 30% monthly cap is industry standard.
Define the escalation path when incidents are not resolved within SLA targets.
Pro tip: Test your escalation procedures quarterly with a tabletop exercise. An untested escalation path fails when you need it most.
Establish regular reporting cadence and SLA review process.
Pro tip: Automate SLA reporting using monitoring tools. Manual reports are error-prone and delayed. Tools like Datadog, PagerDuty, or StatusPage can auto-generate compliance reports.
A well-defined SLA protects your business and your customers. Explore our other business and technical templates for complete operational frameworks.
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An SLA should include service description and scope, uptime guarantees (typically 99.9% for SaaS), response time commitments by severity level, performance metrics and reporting frequency, penalty and credit structure for SLA breaches, escalation procedures, exclusions and force majeure clauses, and review and amendment terms.
An SLI (Service Level Indicator) is a metric like response time or uptime percentage. An SLO (Service Level Objective) is the target value for that metric, such as 99.9% uptime. An SLA (Service Level Agreement) is the legal contract that defines consequences when SLOs are not met, including credits or penalties.
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