Service Level Agreement (SLA) Template
# Service Level Agreement (SLA) Template
## 1. Agreement Overview
This Service Level Agreement (SLA) is between [Service Provider] and [Client Name] for the provision of [service description] that is required to support and sustain [product or service].
This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.
This Agreement outlines the parameters of all services covered as they are mutually understood by the primary stakeholders.
## 2. Goals & Objectives
The purpose of this Agreement is to:
- Provide clear reference to service ownership, accountability, roles and/or responsibilities
- Present a clear, concise and measurable description of service provision to the customer
- Match perceptions of expected service provision with actual service support & delivery
- Establish service metrics for all parties involved in the Agreement
## 3. Stakeholders
The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:
**Service Provider:** [Service Provider Name]
**Customer:** [Customer Name]
## 4. Service Agreement
The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.
### 4.1 Service Scope
The following Services are covered by this Agreement:
- [Service 1]
- [Service 2]
- [Service 3]
- [Technical support]
- [Maintenance services]
- [Etc.]
### 4.2 Customer Requirements
Customer responsibilities and/or requirements in support of this Agreement include:
- Payment for the agreed services according to the payment schedule
- Reasonable availability of customer representative(s) when resolving a service-related incident or request
- [Other customer requirements]
### 4.3 Service Provider Requirements
Service Provider responsibilities and/or requirements in support of this Agreement include:
- Meeting response times associated with service-related incidents
- Appropriate notification to Customer for all scheduled maintenance
- [Other service provider requirements]
## 5. Service Management
### 5.1 Service Availability
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
- **Hours of Operation:** [e.g., Monday – Friday 8:00 a.m. to 6:00 p.m. EST (excluding holidays)]
- **After Hours Support:** [Define if available and how to access]
### 5.2 Service Reliability
The Service Provider guarantees a [X]% uptime for the services covered under this Agreement. This excludes scheduled maintenance windows.
### 5.3 Response Time
The Service Provider will respond to service-related incidents and/or requests submitted by the Customer within the following time frames:
- Critical issues: [e.g., Within 1 hour]
- High-priority issues: [e.g., Within 4 hours]
- Medium-priority issues: [e.g., Within 8 hours]
- Low-priority issues: [e.g., Within 24 hours]
### 5.4 Service Monitoring and Reporting
The following service aspects will be monitored by the Service Provider:
- [System availability]
- [Component failures]
- [Security breaches]
- [Other monitored aspects]
Reports will be provided to the Customer on a [monthly/quarterly] basis and will include:
- [Uptime statistics]
- [Incident reports]
- [Performance metrics]
- [Other reported elements]
## 6. Service Level Targets
```mermaid
graph TD
A[Service Level Target] --> B[Availability: 99.9%]
A --> C[Response Time]
A --> D[Resolution Time]
C --> E[Critical: 1 hour]
C --> F[High: 4 hours]
C --> G[Medium: 8 hours]
C --> H[Low: 24 hours]
D --> I[Critical: 4 hours]
D --> J[High: 8 hours]
D --> K[Medium: 24 hours]
D --> L[Low: 48 hours]
```
## 7. Service Credits
If the Service Provider fails to meet the service levels specified in this Agreement, the Customer will be eligible for service credits according to the following schedule:
| Service Level Metric | Target | Credit |
|----------------------|--------|--------|
| Monthly Uptime | < 99.9% but ≥ 99.0% | 10% of monthly fee |
| Monthly Uptime | < 99.0% but ≥ 95.0% | 25% of monthly fee |
| Monthly Uptime | < 95.0% | 50% of monthly fee |
| Response Time | > Agreed time | 5% of monthly fee per incident |
## 8. Security and Compliance
The Service Provider will maintain appropriate security measures to protect Customer data, including:
- [Data encryption standards]
- [Access control measures]
- [Compliance with relevant regulations (e.g., GDPR, HIPAA)]
- [Security incident reporting procedures]
## 9. Disaster Recovery
The Service Provider maintains a disaster recovery plan that includes:
- [Backup frequency and retention]
- [Recovery Time Objective (RTO): X hours]
- [Recovery Point Objective (RPO): X hours]
- [Disaster recovery testing schedule]
## 10. Termination of Agreement
The Agreement may be terminated by either party upon [X days/months] written notice to the other party. Upon termination, the Service Provider will:
- [Return all Customer data]
- [Provide transition assistance]
- [Other termination procedures]
## 11. Approval
This Service Level Agreement is approved by:
| Role | Name | Signature | Date |
|------|------|-----------|------|
| Service Provider Representative | | | |
| Customer Representative | | | |
---
**Appendix A: Definitions**
- **Uptime**: The time when the service is available and operational
- **Response Time**: The time taken by the Service Provider to acknowledge an incident or service request
- **Resolution Time**: The time taken to resolve an incident or fulfill a service request
- **Service Credit**: Financial compensation provided to the Customer for failure to meet service levels
**Appendix B: Contact Information**
- **Service Provider Primary Contact**: [Name, Phone, Email]
- **Service Provider Escalation Contact**: [Name, Phone, Email]
- **Customer Primary Contact**: [Name, Phone, Email]
- **Customer Escalation Contact**: [Name, Phone, Email]