Proposals & Contracts
Service-Level Agreement
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About the Service-Level Agreement template
A Service-Level Agreement (SLA) defines the measurable service standards a provider commits to deliver, such as uptime, response times, and resolution targets, along with the consequences if they are missed. It turns vague promises into enforceable metrics, giving both parties a shared baseline for performance and a clear basis for escalation or remedy.
It's part of My QMS, MyPMP's Quality Management System: fill it in online, personalize it with your name and logo, then export a clean, branded PDF. Your work auto-saves in your browser.
When to use a Service-Level Agreement
- βΈOnboarding a managed IT, hosting, or SaaS vendor where availability and support response must be guaranteed
- βΈFormalising an internal shared-services arrangement, e.g. between an IT helpdesk and business units
- βΈAttaching performance obligations to a master services agreement or outsourcing contract
- βΈRenewing or renegotiating a supplier relationship after recurring service failures
What a good Service-Level Agreement includes
- βScope of services covered and explicit exclusions
- βService metrics with targets, e.g. 99.9% uptime, priority-based response and resolution times
- βMeasurement methods, reporting cadence, and monitoring responsibilities
- βService credits, penalties, or remedies for breaches of the agreed targets
- βEscalation path, support hours, and defined roles or contacts on both sides
- βReview schedule, change process, and term/termination conditions
What's inside this template
The interactive form above gives you:
Purpose / summaryScope / detailsApproach / bodyDeliverables / outcomesNotes & sign-off
Tips & common mistakes
- π‘Tie every commitment to a metric you can actually measure and report; unmeasurable targets are unenforceable
- π‘Define priority levels (P1βP4) precisely so response and resolution clocks aren't disputed later
- π‘Specify exclusions such as scheduled maintenance and force majeure so availability figures stay realistic
How it works
- 1. Fill it in β type directly into the fields, tables and sections above.
- 2. Brand it β add your organization name and logo with the Branding button.
- 3. Export β print to PDF, or become a member to white-label and sync across devices.
FAQ
What is the difference between an SLA and a contract?οΌ
The contract sets out the overall commercial and legal terms of the relationship, while the SLA is the performance layer that specifies the measurable service levels, metrics, and remedies. SLAs are often attached as a schedule to the master contract.
How are SLA service credits calculated?οΌ
Service credits are usually a percentage of the monthly service fee refunded or offset when a target is missed, scaled to the severity of the breach. The SLA should state the exact thresholds, credit percentages, and how the customer claims them.
What is a realistic uptime target for an SLA?οΌ
Common tiers are 99.9% (about 43 minutes of downtime per month) up to 99.99% (about 4 minutes), with higher figures costing significantly more to guarantee. Choose a level that matches the business criticality of the service rather than the highest number available.
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