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Free Service Level Agreement Template
Our service level agreement template is expertly designed to impress while saving valuable time for businesses. This template contains all the essential details you need to highlight your unique services and draft impactful agreements.
Showcase your professional expertise and secure new contracts with confidence using our SLA agreement template.
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Here are the key elements covered in our service level agreement template:
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Service Level Agreement (SLA)
Prepared for:
{{Client.Name}} |
Created by:
{{MyCompany.Name}} |
1. Agreement Overview
2. Objectives
The purpose of this SLA is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Client(s) by the Service Provider.
The objectives of this Agreement are to:
- Provide clear reference to service ownership, accountability, roles, and responsibilities.
- Present a clear, concise, and measurable description of service provision to the Client.
- Match perceptions of expected service provision with actual service support & delivery.
3. Service Scope
The following Services are covered by this Agreement:
- Manned telephone support
- Monitored email support
- Remote assistance using remote desktop and a dedicated support portal
- Planned or Emergency Onsite assistance (extra costs apply)
- Monthly system health check
4. Customer Requirements
Client responsibilities and/or requirements in support of this Agreement include:
- Payment for all support costs at the agreed interval.
- Reasonable availability of customer representative(s) when resolving a service-related incident or request.
- Notification to the Service Provider of any outages or issues within agreed timeframes.
5. Service Provider Requirements
Service Provider responsibilities and/or requirements in support of this Agreement include:
| Meeting response times associated with service-related incidents. | Appropriate notification to the Client for all scheduled maintenance. | Adhering to any relevant policies, processes, and procedures. |
6. Service Management
|
Service Availability: Coverage parameters specific to the service(s) covered in this Agreement are as follows: |
Telephone Support: 9:00 A.M. to 5:00 P.M. (Monday – Friday) |
| Email Support: Monitored 9:00 A.M. to 5:00 P.M. (Monday – Friday) | |
| Onsite Assistance: Upon mutual agreement | |
|
Service Requests: In support of services outlined in this Agreement, the Service Provider will respond to service-related incidents and/or requests submitted by the Client within the following timeframes: |
0-4 hours (Urgent Priority) |
| Within 8 hours (High Priority) | |
| Within 24 hours (Normal Priority) | |
| Within 48 hours (Low Priority) | |
|
Monitoring and Reporting: The Service Provider will monitor the performance of the services provided under this SLA and will provide the Client with monthly reports detailing the service performance, including: |
Number of incidents and requests |
| Response times | |
| Resolution times |
7. Performance Metrics
The following performance metrics will be used to measure the Service Provider's delivery of services:
|
Incident Response Time: The time taken to respond to an incident from the moment it is reported. |
Incident Resolution Time: The time taken to resolve an incident from the moment it is reported. |
Service Availability: The uptime of the service provided. |
8. Maintenance and Scheduled Downtime
|
Scheduled Maintenance: The Service Provider will notify the Client at least 48 hours in advance of any scheduled maintenance that may cause service disruption. |
Incident Resolution Time: In the event of emergency maintenance, the Service Provider will make all reasonable efforts to notify the Client as soon as possible to mitigate any impact. |
9. Compensation
(Insert details of compensation structure, e.g., service credits, fee reductions)
10. Confidentiality and Security
The Service Provider agrees to maintain the confidentiality and security of all data and information provided by the Client, adhering to applicable data protection regulations.
11. Review and Termination
|
Review: This SLA will be reviewed annually, or at other times as agreed upon by the Parties, to ensure its relevance and effectiveness. |
Termination: This SLA shall remain in effect until terminated by either Party with (Notice Period) written notice. |
12. Governing Law and Jurisdiction
This Agreement shall be governed by and construed in accordance with the laws of (County/State), without regard to its conflict of laws principles.
The Parties agree that any legal proceedings arising out of or related to this Agreement shall be exclusively brought in the courts located in (County/State), and each Party consents to the personal jurisdiction of such courts.
13. Signatures
|
Client: {{Client.Name}} [Signature Block] [Date] |
Service Provider: {{MyCompany.Name}} [Signature Block] [Date] |
What will you get in the template?
Here are the key elements covered in our service level agreement template:
Frequently asked questions
A service level agreement contract template serves as a standard framework for establishing clear expectations between a service provider and a customer. It outlines specific service levels, service availability, and responsibilities.
By formalizing these terms, SLAs reduce risks, ensure accountability, and provide a mechanism for improving customer satisfaction.
Essential components typically include SLA metrics, performance objectives, remedies for unscheduled service outages, and the escalation process.
Crafting a straightforward Service Level Agreement (SLA) involves clearly defining the level of service provided, establishing measurable SLA goals, and outlining the responsibilities of both parties.
Begin by specifying the service type covered, including scope and limitations. Next, identify key performance indicators (KPIs) that align with service quality, such as network availability and response times. Remember to include terms for service credits or penalties in case of performance failures.
To streamline the process and ensure complete coverage, consider using this free SLA agreement template.
A SaaS CRM platform might include an SLA guaranteeing 99.9% uptime for its application, ensuring service availability for customers 23.97 hours a day. Additionally, the SLA could specify response times for customer service inquiries (e.g., initial response within 1 hour, issue resolution within 24 business hours).
It might also outline data backup and recovery procedures, including frequency and retention policies. By clearly defining these service levels, the SaaS provider builds trust and enhances customer experience.
A good SLA should cover the following sections:
- Service Description: Define the service type being provided.
- Performance Metrics: Establish SLA metrics to assess service quality.
- Responsibilities: Outline the responsibilities of both parties.
- Service Levels: Specify different service levels and acceptable thresholds.
- Reporting and Monitoring: Determine how performance will be reviewed on a monthly basis or regular basis.
- Penalties and Incentives: Define consequences for non-compliance.
- Dispute Resolution: Set up an escalation process.
- Term and Termination: Include the effective date and conditions for termination.
By including these elements into your SLA, you can create a clear and enforceable contract that ensures timely service delivery and customer satisfaction.
There are three primary types of service level agreements:
- Customer-Based SLA: This is a tailored agreement between a service provider and a specific customer, outlining the services and performance expectations for that individual client. A customer service level agreement offers flexibility but can be more complex to manage.
- Service-Based SLA: This service agreement focuses on a particular service offered by the provider and applies to all customers utilizing that service. It is simpler to manage but might not cater to specific customer needs.
- Multilevel SLA: A multilevel service level agreement that combines both internal SLAs and external SLAs, addressing separate SLAs for specific services or departments. It involves a corporate-level SLA outlining general terms, followed by customer-specific and service-specific agreements for customization.
Choosing the right type of SLA depends on the level of your service offerings and the particular needs of your customers.
Our Service Level Agreement (SLA) template can be utilized by a wide range of entities:
- IT Service Providers: Companies offering IT services, such as cloud computing, managed IT, or help desk support, can benefit from SLA templates to define service levels for their clients.
- Telecommunication Companies: Internet service providers, mobile carriers, and other telecom businesses can use SLAs to outline network performance, uptime, and customer support commitments.
- Software-as-a-Service (SaaS) Providers: SaaS companies can employ SLAs to guarantee application uptime, data security, and customer support responsiveness.
- Internal Departments: Organizations can use SLAs to establish service expectations between different departments, such as IT and HR or sales and marketing.
- Business-to-Business (B2B) Service Providers: Any company providing services to other businesses can benefit from using SLA templates to formalize service commitments.
Anyone involved in providing a service to another party can leverage an SLA template to clarify expectations, measure performance, and manage customer relationships effectively.
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