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AGREEMENTTemplate preview · Example
01
Services
Working software deployed to the client’s environment; source code in the client’s repository.
02
Fees and payment
Deposit before work starts, invoices due within 14 days, expenses at cost with approval.
03
Acceptance testing
The client has ten working days after each release to report defects against the agreed acceptance criteria. Releases with no reported defects in that time are accepted.
04
Termination
Either party can end the agreement with written notice; work done to date is paid.
What is a service level agreement?
A service level agreement (SLA) sets measurable standards for an ongoing service, such as how quickly you respond to support requests or how available a system will be, and what happens if you miss them. It usually sits alongside a master service agreement or support contract.
Priority
Example
Response
Target resolution
P1 — critical
Live site or system down
[1 hour]
[4 hours]
P2 — high
Major feature broken, workaround exists
[4 hours]
[1 working day]
P3 — normal
Minor issue
[1 working day]
[5 working days]
P4 — request
Change or question
[2 working days]
[Agreed per request]
The template
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
How to fill it in
Fill in both parties’ legal names and addresses, and the effective date.
Describe the services and deliverables, or reference a signed statement of work.
List exclusions and the client’s responsibilities, with dates where they affect yours.
Set the fee, deposit, payment terms, expenses and late payment terms.
Review the software development-specific clauses, such as acceptance testing, and adapt them to the project.
Have a lawyer review the template for your jurisdiction, then sign it before work starts.
Use it in Word, Google Docs or PDF
Microsoft Word
Download the Word (.docx) file and open it. If Word opens it in Protected View, select Enable Editing.
Use Find (Ctrl+F or Cmd+F) and search for “[” to jump between the placeholders you need to replace.
Save a clean copy as a Word template (File → Save As → Word Template) so every new document starts from it.
Google Docs
Upload the .docx file to Google Drive.
Right-click it and choose Open with → Google Docs, then File → Save as Google Docs to keep an editable copy.
Use File → Make a copy for each new client so your master stays clean.
PDF
Use Print or save as PDF in the template section above to print just the template, or fill it in Word or Google Docs first and export it (File → Save As → PDF in Word, File → Download → PDF document in Google Docs).
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.
Common mistakes
Starting work before it’s signed. Most disputes start on projects where the terms were “agreed on a call”.
A scope described in one line. Reference a detailed scope or statement of work.
No change process. Without one, every extra request becomes a negotiation.
Copying clauses you don’t understand. If you can’t explain a clause to the client, ask a lawyer about it.
Angelwood’s proposal software builds proposals and agreements from your own templates, shows when the client has opened them and collects e-signatures, with a countersignature to execute the agreement.
Get the agreement signed before any work begins. Terms agreed on a call are the ones that get remembered differently.
02
Make the scope concrete.
Name the deliverables and the exclusions. For software developers, “Hosting, third-party APIs and licences unless listed” is a common source of disagreement.
03
Adapt it with a lawyer.
Use this as a starting point. Laws differ by country and state, and a short review by a lawyer is cheaper than a dispute.
Who owns the code in a software development agreement?+
Usually the client owns the custom code once paid, while the developer keeps pre-existing tools and libraries and open-source components stay under their own licences. The agreement should say this explicitly.
What’s the difference between response and resolution time?+
Response time is how quickly you acknowledge and start working on an issue. Resolution time is how quickly it’s fixed or worked around. Commit firmly to response times and set resolution as targets.
Do I need service credits in an SLA?+
Not always, but many clients expect a consequence for missed targets. Small, capped credits keep the SLA meaningful without exposing you to large claims.
Is a contract template legally binding?+
A template becomes binding once the parties agree and sign it, if it meets the legal requirements where you are. Whether it protects you depends on what it says, so have a lawyer review it for your jurisdiction.
Can I edit this template in Word or Google Docs?+
Yes. Download the Word (.docx) file and open it in Microsoft Word, or upload it to Google Drive and choose Open with → Google Docs. There’s also a Markdown version for any text editor. No account or email address is needed.
How do I save it as a PDF?+
Fill it in, then export it: File → Save As → PDF in Word, or File → Download → PDF document in Google Docs. On this page you can also print just the template or save it as a PDF from your browser’s print dialog.