What is a Service Level Agreement?
A Service Level Agreement (SLA) is a contract that defines the level of service a provider will deliver to a client — the scope, the measurable standards (such as uptime or response times), and what happens if those standards are missed. SLAs are common in IT, hosting, support, logistics and any ongoing service relationship.
Why an SLA matters
It turns vague promises like "we'll be responsive" into concrete, measurable commitments, so both sides know exactly what "good service" means and how shortfalls are handled.
What to include
- Services covered and out of scope.
- Service levels — the measurable targets.
- Response and resolution times.
- Reporting and monitoring.
- Remedies / service credits if targets are missed.
- Term, review and termination.
Create your SLA
Answer a few questions and download a tailored SLA. Related: Consulting Agreement, Freelance Agreement.
FAQ
What are service credits?
They are agreed reductions in fees the provider gives the client when it fails to meet the agreed service levels.