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🎯

What type of service do you provide?

We'll customise the SLA defaults for your industry

Your selection will auto-fill sensible defaults. You can customise all values in later questions.

Not all SLAs are about system uptime. Recruitment uses fill rates. Cleaning uses inspection scores. Define the metrics that matter to your business.
🏢

What is the service provider's company name?

The company delivering the services

📍

What is the provider's registered address?

Full business address including postcode

👤

What is the client's company name?

The company receiving the services

🏠

What is the client's address?

Full business address including postcode

📅

When is this agreement dated?

The official date this SLA is made

🚀

When do services commence?

The start date for service delivery

⏱️

What is the initial term of this agreement?

How long will this SLA last?

📆
12 Months
📅
24 Months
🗓️
36 Months
✏️
Custom Term
🔄

Should the agreement auto-renew?

Automatic renewal after the initial term

✅
Yes, Auto-Renew
❌
No Auto-Renewal
Auto-renewal means the agreement automatically extends for additional periods unless terminated with proper notice.
📋

Describe the services to be provided

Detailed description of what the provider will deliver

🕐

What are the service hours?

When will services be available?

🌍
24/7
Continuous
💼
Business Hours
Mon-Fri 9-5
📞
Extended
Mon-Fri 8-8
✏️
Custom Hours
📊

What is the service availability target?

Overall performance or availability percentage

📈
95%
Standard
📊
98%
Enhanced
⭐
99.9%
Premium
✏️
Custom Target
For tech services: system uptime %. For KPI services: fill rate, delivery rate, or overall service target.
⚡

Set response time targets

How quickly will issues be addressed?

Response time = Time to acknowledge and begin work, not time to resolve
🎯

Set resolution time targets

Target time to fully resolve issues

📞

What support channels are available?

How can the client reach support?

🔧

Planned maintenance windows

When can scheduled maintenance occur?

📈

What reporting will be provided?

Performance metrics and documentation

📅
Monthly Reports
📊
Quarterly Reports
📈
Monthly + Quarterly
💰

Include service credits for failures?

Compensation for not meeting SLA targets

✅
Yes, Include Credits
❌
No Service Credits
📋

What are the termination notice periods?

How much notice is required to end the agreement?

📅
30 Days
📆
60 Days
🗓️
90 Days
✏️
Custom Notice
⚖️

What is the liability cap?

Maximum liability for service failures

💷
12 Months Fees
💰
Fixed Amount
✏️
Custom Terms
UK law requires liability caps to be reasonable. Liability cannot be excluded for death/personal injury, fraud, or fraudulent misrepresentation.
💷

What are the fees and payment terms?

Define pricing structure and payment arrangements

📞

Define escalation contacts

Who to contact for critical escalations?

Your SLA is Ready

Review your customized Service Level Agreement below

Export to Word for bespoke situations where additional customization or manual editing is required beyond the standard template.

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✓ Editor Version (Manual)
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⚖️ Qualified Legal Professional Expert-Reviewed Service Level Agreement Template

This SLA has been carefully drafted and reviewed by a qualified legal professional. It provides a strong legal foundation but is not a substitute for personalised advice. Your purchase includes lifetime access to this document via our secure online portal, with free updates for 12 months. For tailored guidance and complete peace of mind, you can book a consultation with one of our legal professionals here.

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