# Service Level agreement

> This template is a starting point, not legal advice. Laws and required terms vary by country and state. Have a qualified lawyer review it for your jurisdiction and business before you use it.

Replace everything in [brackets]. Delete clauses that don’t apply and have a lawyer review the result.

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## Parties

Provider: [Legal name, address, email]
Client: [Legal name, address, email]
Effective date: [Date]

## 1. Services covered

- [e.g. Hosting and maintenance of the website at …]
- [Support for the application …]

## 2. Support hours and channels

Hours: [e.g. 9:00–17:30 Mon–Fri, excluding public holidays]
Channels: [Support email / portal / phone for P1]

## 3. Priority levels and targets

| Priority | Definition | Response | Resolution target |
| --- | --- | --- | --- |
| P1 | [Definition] | [Time] | [Time] |
| P2 | [Definition] | [Time] | [Time] |
| P3 | [Definition] | [Time] | [Time] |
| P4 | [Definition] | [Time] | [Time] |

## 4. Availability

[Optional] The service will be available [99.5]% of each calendar month, excluding scheduled maintenance notified [48] hours in advance and causes outside the Provider’s control.

## 5. Client responsibilities

- Report issues through the agreed channels with enough detail to reproduce them.
- Keep a named contact available for P1 issues.
- Give access needed to investigate.

## 6. Reporting

The Provider will report monthly on tickets, response times and availability.

## 7. Service credits

[If a monthly target is missed, the Client receives a credit of [x]% of that month’s fee, up to [y]%. Service credits are the Client’s sole remedy for missed service levels, to the extent the law allows.]

## 8. Exclusions

- Issues caused by the Client’s changes or third-party services
- Requests outside the services covered
- Force majeure events

## 9. Review

The parties review this SLA every [12] months.

## Signatures

|  | [Party A] | [Party B] |
| --- | --- | --- |
| Name |  |  |
| Title |  |  |
| Signature |  |  |
| Date |  |  |

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## Before you sign it

- [ ] Both parties’ legal names and addresses are correct.
- [ ] Services, deliverables and exclusions are specific.
- [ ] Fees, deposit and payment terms match the proposal.
- [ ] Ownership, confidentiality and liability clauses suit the project.
- [ ] Termination and notice periods are filled in.
- [ ] A lawyer has reviewed the template for your jurisdiction.

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# Example: support SLA for a client web app

Filled-in targets for a fictional support retainer.

## Support hours

09:00–17:30 Monday to Friday, UK time, excluding public holidays. P1 issues by phone at any time.

## Targets

| Priority | Definition | Response | Resolution target |
| --- | --- | --- | --- |
| P1 | App unavailable for all users | 1 hour | 4 hours |
| P2 | Scheduling broken, workaround exists | 4 hours | 1 working day |
| P3 | Cosmetic or minor issue | 1 working day | 5 working days |
| P4 | Change request | 2 working days | Quoted per request |

## Service credits

5% of the monthly fee per missed P1 target, capped at 20% of the month’s fee.

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This template is a starting point, not legal advice. Laws and required terms vary by country and state. Have a qualified lawyer review it for your jurisdiction and business before you use it.

Template by Angelwood — https://angelwood.io/templates