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Service Agreements & SLAs

Service Level Agreement Templates

Service Level Agreements (SLAs) are most commonly associated with IT, but they can be used in any sector where a client needs measurable performance standards, monitoring and reporting, and clear remedies if those standards are not met.

The templates in this collection cover a range of applications. There is a flexible, general SLA, plus more specific options for common service types (website hosting, IT support, internal help desks, and SEO). The SLAs are also designed to support ongoing contract management through regular reviews.

When Should You Use These Templates?

Use these templates if you need more than a basic service agreement and want to document, for example:

  • agreed service levels (such as uptime targets, response times, or performance thresholds);
  • how performance will be measured and reported, and how often the parties will review delivery;
  • what happens if service levels are not met, including service credits or penalty fees and, where appropriate, termination rights.

These templates are particularly useful for longer-term business-to-business arrangements where consistency, accountability, and continuity of service are important.

What Templates Are Included?

Service Level Agreement (Standard)

A flexible, general SLA for longer-term business-to-business services, combining core service terms with performance monitoring, review meetings, and remedies for service failure.

Service Level Agreement (Website Hosting)

A hosting-focused SLA built around continuity, uptime and downtime measures, and service credits or termination rights where hosting performance falls below agreed standards.

Service Level Agreement (IT Services)

An IT support SLA with service levels built around issue levels and response times, with options for defining supported and unsupported systems and contractual remedies for excessive delay.

Service Level Agreement (Internal Helpdesk)

An internal SLA for managing expectations between an internal help desk and the departments it supports, including priorities, response times, and performance monitoring.

Service Level Agreement (SEO Services)

A specialist SLA for business-to-business SEO services, using agreed performance metrics (such as website traffic increase thresholds) and options for remedies if targets are missed.

Why Use These Templates?

These templates help you put clear, measurable service standards in place without drafting an SLA from scratch. They are designed to support:

  • better day-to-day management of the relationship through monitoring, reporting, and review meetings;
  • clearer accountability by linking service performance to service credits, penalty fees, or other agreed remedies;
  • a better fit for your service model by choosing a template aligned to common SLA scenarios.

For more information about each document in this collection, please click on the links below:

Service Level Agreement Templates is part of Business . Just £38.50 + VAT provides unlimited downloads from Business for 1 year.

Frequently Asked Questions

When do I need a service level agreement rather than a plain service agreement? +
Reach for an SLA when the client needs measurable performance guaranteed over time, not just the service delivered. An SLA adds agreed service levels, such as uptime or response times, plus monitoring, reporting, review meetings and remedies like service credits if standards slip. For a one-off or low-risk job a standard service agreement is enough. Longer-term business arrangements where continuity and accountability matter are where an SLA earns its place.
Are service credits enforceable, or are they an unenforceable penalty? +
They can be enforceable if drafted properly. A clause that simply punishes the provider out of all proportion risks being an unenforceable penalty. Since the Supreme Court decision in Cavendish v Makdessi the test is whether the clause protects a legitimate interest and is proportionate to it. Service credits framed as a fair adjustment to the charges for reduced service, reflecting a genuine interest in performance, are far more likely to stand. Keep them realistic, not punitive.
Which SLA fits my service, hosting, IT support, an internal help desk or SEO? +
Pick the closest match. The website hosting SLA is built around uptime, downtime and continuity. The IT services SLA works around issue levels and response times, with supported and unsupported systems. The internal help desk SLA manages expectations between an in-house team and the departments it serves. The SEO SLA uses agreed metrics such as traffic thresholds. If none fits, the standard SLA is a flexible general base you can adapt.
Can I use an SLA to manage an internal team rather than an outside supplier? +
Yes. The internal help desk SLA is written for exactly that: setting expectations between an in-house help desk and the departments it supports, with priorities, response times and performance monitoring. It is not a contract with an outside party, so it works as an internal service standard rather than a binding commercial agreement. It helps reduce friction and gives everyone a shared measure of what good service looks like.
How do I measure and report performance like uptime and response times? +
Set the metrics and the reporting rhythm in the SLA itself. These templates let you define the service levels, for example uptime percentages or response and resolution times, how they are measured, how often performance is reported and when the parties meet to review it. Tie clear remedies, such as service credits, to missed levels. Measurable, monitored standards are what separate an SLA from a general service agreement.
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