Service Level Agreement (SLA) Template - Free Download & Example

A Service Level Agreement (SLA) is a formal contract that defines the expected service levels between a provider and a customer. This template provides a comprehensive framework for defining availability guarantees, response times, performance thresholds, escalation procedures and compensation arrangements. It includes measurable KPIs so both parties can objectively determine whether commitments are being met. A well-drafted SLA prevents misunderstandings, protects both parties and establishes the foundation for a transparent business relationship.

Variations

How to use

Step 1: Download the SLA template and identify the services covered by the SLA, including a clear scope of what is and is not included. Step 2: Define the availability guarantee (e.g. 99.9% uptime on a monthly basis) and specify how uptime is measured and which periods are excluded (scheduled maintenance, force majeure). Step 3: Establish response times and resolution times per priority level (P1 critical to P4 low), with clear definitions of what each level entails. Step 4: Describe the escalation process with contact persons, time limits and communication channels for each escalation step. Step 5: Define the compensation arrangement for non-compliance, such as service credits calculated as a percentage of monthly costs. Step 6: Include measurement methods and reporting frequency, including which tools are used for monitoring and how reports are shared. Step 7: Add a review clause that determines how often the SLA is reviewed and under which conditions it may be adjusted. Step 8: Have the SLA legally reviewed and signed by both parties.