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 (Standard)
- Service Level Agreement (Website Hosting)
- Service Level Agreement (IT Services)
- Service Level Agreement (Internal Helpdesk)
- SEO Service Level Agreement
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