Service Level Agreement (SLA) — Word & PDF Template

This Service Level Agreement (SLA) sets measurable standards for the services a supplier provides, including availability targets, response times and remedies where service falls short. It is ideal for IT, support and managed-service providers and their customers who want clear, enforceable performance commitments.

Who is this template for?

It is designed for service providers, IT and support companies, and their business customers who need to define and measure service performance. It works as a standalone SLA or as a schedule to a wider services or master agreement.

What does the template include?

The agreement is fully structured and covers the core elements of a performance SLA:

• Parties — the supplier and the customer.
• Scope of Services — the services covered by the SLA.
• Service Availability — uptime and availability targets.
• Response and Resolution Times — target times by priority level.
• Support Channels — how support requests are raised.
• Reporting — performance reporting obligations.
• Service Credits — remedies where targets are missed.
• Exclusions — events outside the supplier’s control.
• Change Management — how changes are handled.
• Review — periodic review of the SLA.
• Term and Termination — duration and ending the agreement.
• Limitation of Liability — caps and exclusions on liability.
• Governing Law — England and Wales jurisdiction.
• Signatures — execution by both parties.

Easy to customise

The template works in Microsoft Word, Google Docs and LibreOffice. Simply fill in the highlighted fields, tick the relevant checkboxes and edit any clauses to suit your arrangement. No special software is required.

Format and scope

The document downloads as an editable Word (.docx) file and a ready-to-print PDF, formatted to A4. It is drafted for use in England and Wales with light, general legal references.