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Service Level Agreement (SLA): example, template and downloads

For: Customer name
By: Company name

Effective Date: 2024–04–18
Document Owner: Company name

1.02024–01–06First VersionBob Smith
1.12024–04–18Revision to goalsDave Jones
[Supplier name]Service provider[Full name][Signature]2024–04–18
[Customer name]Customer[Full name][Signature]2024–04–18

Table of contents

1. Agreement Overview

This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Company Name (the “Service Provider”) and Customer Name (the “Customer”) for the provisioning of services (the “Service” or “Services”) required to support and sustain Product or Service Name.

This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.

This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

2. Goals and Objectives

The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer(s) by the Service Provider(s). 

The goal of this Agreement is to obtain mutual agreement for IT service provision between the Service Provider(s) and Customer(s).

The objectives of this Agreement are 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.

3. Stakeholders

The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primarystakeholdersassociated with this SLA:

IT Service Provider(s): Company name. (“Provider”)

IT Customer(s): Customer (“Customer”)

4. Periodic Review

This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect. 

The Business Relationship Manager (“Document Owner”) is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required. 

Business Relationship Manager: Company name
Review Period: Bi-Yearly (6 months)
Previous Review Date: 2024–04–18
Next Review Date: [date_sub year=”0″ show=”yearonly”]-10–18

5. Service Agreement 

The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.

5.1 Service Scope

The following Services are covered by this Agreement; 

  • Manned telephone support
  • Monitored email support
  • Remote assistance using Remote Desktop and a Virtual Private Network where available
  • Planned or Emergency Onsite assistance (extra costs apply)
  • Monthly system health check

5.2 Customer Requirements

Customer responsibilities and/or requirements in support of this Agreement include: 

  • Payment for all support costs at the agreed interval.
  • Reasonable availability of customer representative(s) when resolving a service related incident or request.

5.3 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.

5.4 Service Assumptions

Assumptions related to in-scope services and/or components include:

  • Changes to services will be communicated and documented to all stakeholders.

6. Service Management 

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.

6.1 Service Availability

Coverage parameters specific to the service(s) covered in this Agreement are as follows:

  • Telephone support : 9:00 A.M. to 5:00 P.M. Monday – Friday
  • Calls received out of office hours will be forwarded to a mobile phone and best efforts will be made to answer / action the call, however there will be a backup answer phone service
  • Email support: Monitored 9:00 A.M. to 5:00 P.M. Monday – Friday
  • Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day
  • Onsite assistance guaranteed within 72 hours during the business week

6.2 Customer Requirements

In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames: 

  • 0-8 hours (during business hours) for issues classified as High priority.
  • Within 48 hours for issues classified as Medium priority.
  • Within 5 working days for issues classified as Low priority.
  • Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.

[/end of template]

More resources for the SLA Business document:

  • SLA definition
  • Types of Service Level Agreements
  • The SLA checklist

Definition: Service Level Agreement

What is a service level agreement?
A Service Level Agreement (SLA) is a document that is used to define the level of a service that exists between a service provider and their customer. An SLA should record a common understanding about services, priorities, responsibilities, guarantees, and possibly the right to compensation or penalties for underperformance on the side of the provider.

Read the full definition >

Checklist: What to include in a SLA

What should be included in your service level agreement?
The SLA template should make it clear who and what is in scope of the document. It should also provide information on how these service levels will be monitored. Selecting the right KPIs to measure is crucial to driving the right behaviours in the vendor’s organisation, as well as ensuring that customers are happy with the service they receive.

More on what to include in your SLA document >

Types of Service Level Agreements

Which type of SLA will suit your organisation’s needs?

As a Service Level Agreement can be used in different scenarios, there are several types of SLA. This could be a customer service desk, network availability, the provision of IT software or SaaS services, or for a maintenance contract. You might have SLAs for specific customers, specific markets or specific products. You might even create a multi-level SLA that defines the different sets of customers who might be serviced by different tiers of product e.g. Bronze, Silver and Gold (and billed accordingly).

Find out more about different types of SLA >