Free SLA template for defining service quality standards. Covers uptime guarantees, response times, performance metrics, penalties, and escalation procedures.
This Service Level Agreement ("SLA") is entered into on [Date] between [Service Provider] ("Provider") and [Client Name] ("Client") as an attachment to the Master Service Agreement dated [Date]. The Provider shall deliver the following services: [Detailed service description]. This SLA defines the performance standards, metrics, and remedies applicable to the Services.
The Provider guarantees a minimum uptime of [99.9%] per calendar month, measured as: Uptime % = ((Total Minutes - Downtime Minutes) / Total Minutes) x 100. Scheduled maintenance windows (not counted as downtime): [Day/Time, e.g., Sundays 2-6 AM UTC]. The Provider shall give [48] hours' notice for planned maintenance. Emergency maintenance may be performed with reasonable notice.
The Provider shall respond to and resolve issues based on severity: Critical (service down): Response within [15] minutes, Resolution within [4] hours; High (major feature impaired): Response within [1] hour, Resolution within [8] hours; Medium (minor feature impaired): Response within [4] hours, Resolution within [24] hours; Low (cosmetic/inquiry): Response within [1] business day, Resolution within [5] business days. Response time is measured from the time the issue is reported through the designated support channel.
The Provider shall track and report the following KPIs monthly: (a) uptime percentage; (b) average response time by severity; (c) average resolution time by severity; (d) number of incidents by severity; (e) customer satisfaction score. Reports shall be delivered within [5] business days of month-end. The Client may request real-time access to a monitoring dashboard.
If the Provider fails to meet the uptime guarantee, the Client shall receive service credits: 99.0% - 99.9% uptime: [10%] credit on monthly fee; 95.0% - 99.0% uptime: [25%] credit; Below 95.0% uptime: [50%] credit. Service credits shall be applied to the next invoice and shall not exceed [100%] of the monthly fee. Persistent failure (3 consecutive months below SLA) gives the Client the right to terminate without penalty.
Issues shall be escalated as follows: Level 1 (Technical Support): initial triage and resolution attempt; Level 2 (Engineering Team): escalated if not resolved within response SLA; Level 3 (Management): escalated if not resolved within 2x the resolution SLA; Executive Escalation: Client may contact [Name/Title] at [contact] for unresolved critical issues. Both Parties shall designate escalation contacts and keep them updated.
Signature — Party A
Signature — Party B
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View templateDisclaimer: This template is provided for informational purposes only and does not constitute legal advice. Laws vary by jurisdiction. Consult a qualified legal professional before using this document for any binding agreement. ContractClaw Sign is not a law firm and does not provide legal services.
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