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Free Service Level Agreement (SLA) Template Template

Free Service Level Agreement (SLA) template. Define service standards, uptime commitments, and remedies. Pro-grade boilerplate vetted by certified domain experts. Use it as a raw document, or automate it in Glomiq to eliminate manual copy-pasting.

Verified Compliance Document
Vetted by: Ashay Shah
GLOMIQ DRAFT
SERVICE LEVEL AGREEMENT (SLA)
This Service Level Agreement ("SLA") is entered into on [DATE] between [SERVICE_PROVIDER_NAME] ("Provider") and [CLIENT_NAME] ("Client").
1. Service Description. Provider shall provide the following services: [DETAILED_SERVICE_DESCRIPTION]. Services shall be provided [24/7/business hours only].
2. Service Availability and Uptime Commitment. Provider commits to maintaining the Service at [UPTIME_PERCENTAGE]% availability during each calendar month, measured as total service uptime divided by total service hours.
3. Support Response Times. Provider shall respond to support requests as follows:
| PRIORITY LEVEL | RESPONSE TIME | RESOLUTION TARGET |
|---|---|---|
| Critical (P1) | [RESPONSE_TIME] | [RESOLUTION_TIME] |
| High (P2) | [RESPONSE_TIME] | [RESOLUTION_TIME] |
| Medium (P3) | [RESPONSE_TIME] | [RESOLUTION_TIME] |
| Low (P4) | [RESPONSE_TIME] | [RESOLUTION_TIME] |
4. Service Credits. If Provider fails to meet the availability commitment in any calendar month, Client shall be entitled to service credits as follows:
| UPTIME PERCENTAGE | SERVICE CREDIT |
|---|---|
| 99.0% - 99.5% | [CREDIT_PERCENTAGE]% of monthly fees |
| 98.0% - 99.0% | [CREDIT_PERCENTAGE]% of monthly fees |
| Below 98.0% | [CREDIT_PERCENTAGE]% of monthly fees |
5. Scheduled Maintenance. Provider may perform maintenance during scheduled maintenance windows: [MAINTENANCE_WINDOWS]. Provider shall provide [NOTICE_PERIOD] days advance notice before any planned downtime.
6. Monitoring and Reporting. Provider shall maintain comprehensive monitoring of Service performance and shall provide Client with monthly performance reports including uptime statistics and incident summaries.
7. Data and Monitoring. Client shall use monitoring tools provided by Provider to verify service availability. Provider's monitoring data shall be the official record of service uptime.
8. Exclusions. Uptime commitments do not apply to outages caused by Client's actions, network issues, force majeure events, or third-party service failures.
[SERVICE_PROVIDER_NAME]
By: ______________________
[CLIENT_NAME]
By: ______________________

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Expert Drafting Guide & Clause Commentary

Compiled by Ashay Shah. Critical checkpoints before finalizing this document.

1Standard Terms and Definitions▼
Clause Context:

Defines the main terms used throughout the document.

Negotiating Tip:

Ensure definitions are consistently used across all sections to avoid conflicting interpretations.

2Governing Law and Jurisdiction▼
Clause Context:

Determines which courts will settle disputes.

Negotiating Tip:

Set the governing law to your local jurisdiction to minimize travel and legal overhead in the event of a dispute.

Compliance Watchouts

  • Review all placeholders carefully before signing.
  • Consult a professional advisor if editing core clauses.
A

Ashay Shah (Founder, Glomiq)

Ashay is the founder of Glomiq. He is passionate about reducing administrative overhead for Indian professionals. Prior to Glomiq, Ashay spent 6 years leading engineering and product teams building automated document infrastructure and SaaS systems.

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