Services
Service level agreement template
Service level agreement (SLA): A service level agreement (SLA) sets measurable standards a provider must meet, such as uptime or response times, and the remedy if it misses them.
Upload yours for a review and e-signature, or save it as a team template.
Start freeWhen to use a service level agreement (SLA)
- Hosting, SaaS and IT support
- Outsourced customer support
- Facilities and maintenance services
Service level agreement template: clause-by-clause outline
Sample starting wording for each clause. Replace the text in [brackets] with your details.
Service levels
Availability: [99.9]% per month. Priority 1 response: [1] hour. Priority 2 response: [4] hours.
Measurement
Availability is measured monthly, excluding scheduled maintenance notified [48] hours in advance.
Reporting
The Provider will send a monthly service report showing performance against each service level.
Service credits
If availability falls below the target, the Client receives a credit of [x]% of the monthly fee per [0.1]% shortfall, up to [y]%.
Exclusions
Service levels do not apply to failures caused by the Client, force majeure or third-party services outside the Provider’s control.
Persistent failure
If service levels are missed in [3] months out of [6], the Client may terminate without penalty.
What to check before you sign
- Are credits the only remedy, or can you also claim damages?
- Is persistent failure a termination right?
- How is downtime measured and reported?
How to send a service level agreement (SLA) for e-signature
- Draft or upload it. Use the outline above with your own wording, upload an existing document, or save it as your organisation’s template.
- Check it against your playbook. Points outside your positions are flagged, and approval rules route it to Legal when needed.
- Send it by email. Signers get a plain-language review and a secure link, sign on any device in the order you set, and can suggest changes as tracked changes.
- Keep the signed PDF. Everyone receives it with a certificate of completion, and key dates go to Upcoming with reminders.
Service level agreement template: frequently asked questions
What is a good uptime target?
99.9% (about 43 minutes of downtime a month) is common for business software. Critical systems may need 99.95% or more.
Are service credits enough compensation?
They are designed as a price adjustment, not full compensation, so add termination rights for repeated failure.
Is an electronically signed service level agreement (SLA) legally binding?
In most countries, yes. E-signatures are recognised for commercial contracts under laws such as the ESIGN Act (US), eIDAS (EU), the Electronic Communications Act (UK) and the Information Technology Act (India). econtracts.ai adds a certificate of completion with each signer’s identity check and a fingerprint of the signed content.
Can I get a service level agreement (SLA) I received reviewed?
Yes. Upload it to econtracts.ai and you get a plain-language review: key dates, money and points to check, each quoting the clause it comes from.
Related contract templates
This outline is a starting point for discussion, not legal advice, and it is not a complete contract. Laws differ by country and sector; have a qualified lawyer review contracts that matter.