Service Level Agreement (SLA) Template
Performance contract defining service standards, uptime guarantees, response times, and remedies for service provider failures in IT or professional service relationships.
Key Clauses
Whereas
Establishes need for defined service performance standards and quality expectations.
Definitions
Clarifies technical terminology, performance metrics, and service categories used throughout SLA.
Scope Of Services
Details specific services covered by performance standards and any excluded services.
Service Levels And Performance
Defines uptime requirements, response times, and measurable performance standards.
Support And Maintenance
Specifies support availability, maintenance windows, and procedures for service requests.
Client Obligations
Establishes client responsibilities for cooperation and compliance with service requirements.
Use This Template
When You Need This
- Outsourcing critical business functions requiring guaranteed performance levels
- Managing IT services with defined uptime and response time requirements
- Creating accountability measures for professional service relationships
- Establishing remedies and penalties for service provider performance failures