contracts - DOCX / PDF
Service Level Agreement
IT/SaaS service level agreement defining uptime guarantees, response times, and credit remedies
Service Level Agreement
Party 1 (Name / Company)
Party 1 Address
Party 2 (Name / Company)
Party 2 Address
Effective Date
Service description
Uptime guarantee
Planned maintenance
Response time
Resolution time
Escalation matrix
Service credits
Reporting
Exclusions
Review and amendment
Duration / End Date
Signature
Signature
For technology providers committing to measurable service quality standards.
Key Sections
- Service description and scope
- Uptime guarantee (99.9%, 99.95%, 99.99%) with calculation method
- Planned maintenance windows (excluded from uptime)
- Response time tiers by severity (P1: 15 min, P2: 1 hr, P3: 4 hr, P4: 1 day)
- Resolution time targets by severity
- Escalation matrix (support > engineering > VP > CTO)
- Service credits for SLA breaches (% of monthly fee per % downtime)
- Reporting frequency and metrics (monthly uptime report)
- Exclusions (force majeure, customer-caused issues, third-party failures)
- Review and amendment process (quarterly SLA reviews)
Credit cap typically set at 30% of monthly fees. SLA doesn’t constitute a warranty. Customer must request credits within 30 days.
Customize uptime tiers, response targets, and credit structure in PDFb2.
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