Service Level Agreement Sample Document & Guide

Service Level Agreement Template

This Service Level Agreement (SLA) outlines the expectations, responsibilities, and performance standards between the service provider and the client. It serves as a formal framework to ensure service quality, availability, and accountability throughout the duration of the engagement.

1. Agreement Overview

This agreement is entered into on [Date] between [Your Company Name] (the "Provider") and [Client Company Name] (the "Client"). The services covered under this agreement include [List Services Provided].

2. Service Scope and Availability

• Service Hours: The Provider will ensure services are available during [Days of the Week] from [Start Time] to [End Time] [Time Zone].
• Uptime Commitment: The Provider guarantees a monthly uptime of [Percentage]% for all covered services.
• Maintenance: Scheduled maintenance will be communicated at least [Number] hours in advance.

3. Response and Resolution Times

The Provider commits to the following response times based on issue severity:

• Critical: [Response Time] – [Description of Critical Issue]
• High: [Response Time] – [Description of High Priority Issue]
• Standard: [Response Time] – [Description of Standard Issue]

4. Performance Metrics

Performance will be measured against the following key performance indicators (KPIs):

• [Metric 1]: [Target Value]
• [Metric 2]: [Target Value]
• [Metric 3]: [Target Value]

5. Client Responsibilities

To ensure the delivery of services, the Client agrees to:

• Provide timely access to necessary systems and information.
• Designate a primary point of contact for all communications.
• Notify the Provider of any changes in requirements within [Number] days.

6. Compensation and Terms

• Service Fees: The Client agrees to pay [Currency and Amount] per [Billing Cycle].
• Payment Terms: Invoices are due within [Number] days of receipt.
• Termination: Either party may terminate this agreement with [Number] days' written notice.

Pro Tips

• Define "Critical": Be very specific about what constitutes a critical issue to avoid ambiguity during outages.
• Include Exclusions: Clearly state what is not covered, such as third-party software failures or user error.
• Review Regularly: Schedule a quarterly review to adjust KPIs as your business needs evolve.

Execution and Signatures

The Parties sign this agreement as of the Effective Date: [Date].

First Party

• Signature: ______________________
• Name: [Full name]
• Title: [Job title]
• Date: [Date]

Second Party

• Signature: ______________________
• Name: [Full name]
• Title: [Job title]
• Date: [Date]

FAQ

What happens if the provider fails to meet the uptime guarantee?

If the service falls below the agreed-upon uptime, the Client is eligible for a service credit of [Percentage]% of the monthly fee, applied to the next billing cycle.

Can this agreement be modified?

Yes, this agreement can be amended at any time provided both parties sign a written addendum outlining the specific changes.

How are disputes handled?

Disputes should first be addressed through direct communication between the designated points of contact. If unresolved, the parties agree to seek mediation before pursuing legal action.