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Service Level Agreement (SLA)
Free SLA template defining measurable service commitments — uptime, response time, and remedies if they're missed.
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This free service level agreement (sla) covers 1. Service Commitments, 2. Severity Levels, 3. Measurement and Reporting, 4. Remedies for Missed Commitments, 5. Exclusions with 9 clearly marked [placeholder] fields to fill in — built for founders, freelancers, and small business owners formalizing a business decision or agreement without paying a lawyer to draft it from scratch. Copy it into your own word processor, fill in the placeholders, and review it — or adapt it — before use. It's part of docstoc's free document template library, alongside business, legal, real estate, finance, and HR templates. Every template here is free to copy with no signup required, and each one carries a plain disclaimer: this is a starting point for informational purposes, not a substitute for advice from a licensed professional in your jurisdiction.
Service Level Agreement (SLA)
Provider: [Company Name] Client: [Client Name] Effective Date: [Date] Related Agreement: [Reference to the underlying services agreement]
1. Service Commitments
| Metric | Commitment | Measurement Period |
|---|---|---|
| Uptime | [e.g. 99.9%] | Monthly |
| Response time (critical issue) | [e.g. within 1 hour] | Per incident |
| Response time (standard issue) | [e.g. within 1 business day] | Per incident |
| Resolution time | [e.g. within 3 business days] | Per incident |
2. Severity Levels
[Define what counts as "critical" vs "standard" — e.g. "Critical = service unavailable to all users."]
3. Measurement and Reporting
[How uptime/response time is measured and reported — e.g. monthly report, third-party monitoring tool.]
4. Remedies for Missed Commitments
If Provider fails to meet the commitments above: [e.g. service credit of X% of monthly fee per Y% of downtime below target, up to a maximum of Z%].
5. Exclusions
This SLA does not apply to downtime caused by: [scheduled maintenance with advance notice, Client's own systems, force majeure events].
6. Review
This SLA will be reviewed [Frequency] and may be updated by mutual written agreement.
Provider: ______________________ Date: ____________ Client: ______________________ Date: ____________
*Vague commitments ("high availability," "fast response") are unenforceable in practice — every metric here needs a number and a measurement method, or it's not really an SLA.*
Edit directly in the box above. Download PDF anytime — the docstoc.io footer is always included and cannot be removed.
What's included
- Edit online — click the document, fill in placeholders, download a PDF
- 6 standard sections: 1. Service Commitments, 2. Severity Levels, 3. Measurement and Reporting, 4. Remedies for Missed Commitments, 5. Exclusions, 6. Review
- 9 clearly marked [placeholder] fields for quick personalizing
- Free to use — no account or signup required
- Fully editable — adjust any clause to match your actual situation
- Includes a signature block, ready to print or sign digitally
- Fixed docstoc.io footer on every PDF (not removable)
Who this template is for
Freelancers & solo founders
Handling routine business paperwork without commissioning custom legal drafting for every document.
Small businesses
Standardizing recurring documents — leases, agreements, notices — across a growing operation.
Anyone reviewing before signing
Using a clear starting structure to understand what a document should cover, even if a lawyer finalizes it.
Early-stage businesses
Getting the basics documented before things get more complex.
FAQ
Is this service level agreement (sla) template really free?
Yes, completely free — view, edit, and download this service level agreement (sla) as a PDF without creating an account.
What does this service level agreement (sla) cover?
This business template includes 1. Service Commitments, 2. Severity Levels, 3. Measurement and Reporting, 4. Remedies for Missed Commitments. Fill in the [bracketed] placeholders, edit any clause online, then download a PDF — the docstoc.io footer stays on every export.
Is this legal advice?
No. This is a general-purpose starting structure, not advice for your specific situation. Business agreements can hinge on details — state of formation, industry-specific regulation, how a dispute would actually play out — that a template can't account for. Have a business attorney review anything that involves real money or real risk before you rely on it.
Can I edit the wording?
Yes — edit directly on the page, adjust any section or clause, and re-fill the 9 placeholder fields to match your situation before downloading a PDF. It's a starting structure, not a rigid script.
Where can I find more free templates like this?
Browse more free business and related document templates in the docstoc library at /document-templates/.
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