(England & Wales)
Performance metrics, service credits, exclusions, escalation procedures
Professionally drafted — structured following UK commercial contract law for England and Wales.
Download a professionally drafted Service Level Agreement (SLA) template for UK businesses. Also known as SLA, Performance Agreement, Service Standards Agreement. Covers service metrics, uptime guarantees, response times, remedies, and escalation procedures. Structured following UK contract law for England and Wales.
Whether you prefer step-by-step guidance or a traditional form, both methods produce the identical professionally-formatted SLA. Choose the style that suits you.
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Essential for any business providing or receiving services where measurable performance standards matter.
Define measurable targets with clear consequences
Define specific, quantifiable targets — uptime percentages, response times, resolution rates.
Specify remedies when targets are missed — fee reductions that create accountability.
Regular performance reports let you track compliance and identify issues early.
A UK service level agreement should define measurable performance standards, uptime commitments, response and resolution times, monitoring methods, reporting frequency, and remedies for underperformance — vague SLAs provide no enforceable recourse.
A comprehensive Service Level Agreement should define measurable standards and consequences. Key elements include:
Our template includes all essential SLA components with customisable metrics.
Without defined service levels, businesses cannot measure provider performance, enforce remedies for downtime, claim service credits, or terminate for persistent underperformance — leading to costly disputes with no benchmarks.
This SLA template covers service definitions, performance metrics, availability targets, response times, escalation procedures, service credits, reporting requirements, review meetings, and termination triggers for persistent breaches.
Related documents: SLAs are typically used alongside Service Agreement (for commercial terms) and Terms of Business.
Common SLA mistakes include unmeasurable targets, missing monitoring provisions, no service credit mechanism, vague escalation procedures, and failing to define material breach thresholds that trigger termination rights.
Our template includes balanced provisions that courts recognise.
A Service Level Agreement (SLA) is a contract that defines measurable performance standards for services. It specifies metrics like uptime, response times, and resolution times, along with remedies (usually service credits) if standards aren't met.
SLAs create accountability and clear expectations between service providers and clients.
A Service Agreement defines WHAT services will be provided and the commercial terms (scope, payment, liability).
An SLA defines HOW WELL those services will be delivered with measurable targets (uptime, response times, credits).
You typically need both — the Service Agreement for scope and payment, the SLA for performance standards. They can be separate documents or combined.
Common SLA metrics include:
• Uptime/availability: e.g. 99.9%
• Response time: e.g. 4-hour response for critical issues
• Resolution time: e.g. 24-hour fix for high priority
• First contact resolution rate
• Customer satisfaction scores
• Incident frequency limits
Choose metrics relevant to your service type.
SLAs typically include service credits — the provider credits a percentage of fees when targets are missed. For example, if uptime falls below 99.9%, the client might receive 10% credit on that month's invoice.
Repeated or severe breaches may trigger termination rights. Our template includes customisable remedy provisions.
Yes. When properly drafted and signed by both parties, an SLA creates legally binding obligations under UK contract law. The service credits and remedies are enforceable.
However, exclusions (force majeure, client-caused issues) typically apply. Our template is structured following UK commercial contract principles.
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We monitor UK contract law changes and update templates accordingly. When we release an updated version, it appears free in your My Templates page. No extra charges. No recurring fees.
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Here's what we don't do: Other sites advertise "free templates" — you spend 15 minutes filling one in, then they demand your card for a "free trial" that charges £35–£42/month when you forget to cancel. Worse, many are US-based with American terminology. (Read about the scam)
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