⚖️ Why Use This Service Level Agreement?

🎯

Who Needs This SLA?

Essential for IT service providers, managed service companies, cloud providers, software vendors, and any business providing ongoing services. Protects both service providers from unrealistic expectations and clients from substandard service delivery.

📊

Performance Accountability

Establishes measurable service metrics, uptime guarantees, and response times that create legally binding performance standards. Critical for maintaining professional relationships and avoiding disputes over service quality or availability.

🛡️

Risk Mitigation

Clearly defines remedies, service credits, and liability limitations that protect providers from excessive claims while ensuring clients receive compensation for service failures. Compliant with UK contract law and industry best practices.

📚 Official Resources & Legal References

🏛️ ITIL Service Management ⚖️ ISO/IEC 20000 Standards 💼 GOV.UK Cloud SLA Guidance 🔒 NCSC Cloud Security

Agreement Builder

📅 Agreement Date

Agreement Date * Date when this SLA is signed

🏢 Service Provider Details

Provider Name *

Company Registration *

Provider Address *

Support Contact *

Support Phone *

👤 Client Details

Client Name *

Client Registration

Client Address *

Primary Contact *

Contact Email *

⚙️ Service Configuration

Service Type *

Service Description *

Service Start Date *

Initial Term (months) *

Service Fee (£/month) *

📊 Service Level Metrics

Uptime Guarantee (%) *

Response Time - Critical (hours) *

Response Time - High (hours) *

Response Time - Medium (hours) *

Response Time - Low (hours) *

Resolution Target - Critical (hours) *

Maintenance Window

🚨 Support Coverage

24/7 Support Coverage

Dedicated Account Manager

Phone Support

Email Support

Support Portal Access

Remote Support Capabilities

💳 Service Credit Structure

Credit for < 99.9% uptime (%)

Credit for < 99.5% uptime (%)

Credit for < 99.0% uptime (%)

Maximum Monthly Credit (%)

📄 Live Agreement Preview

Service Level Agreement

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📝 Note: This SLA template includes industry-standard metrics and service credits. The Word export allows full customization for your specific service requirements and performance targets.

SERVICE LEVEL AGREEMENT

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