Service Level Agreement (SLA)

Service Level Agreement (SLA) — Form Fields

This legal template includes 21 fields. A service level agreement template for IT and SaaS providers to define uptime guarantees, support response times, and remedies for service failures. Free to customize and use on ZenBuild.

• Service Level Agreement (text, optional)
• This Service Level Agreement defines the expected service standards, performance metrics, and remedies between the service provider and the customer. (long text, optional)
• Service Provider (text, optional)
• Service Provider Company Name (text, required)
• Provider Contact Name (text, required)
• Provider Contact Email (email, required)
• Customer (text, optional)
• Customer Company Name (text, required)
• Customer Contact Name (text, required)
• Customer Contact Email (email, required)
• Service Details (text, optional)
• Description of Services (long text, required) — Describe the services covered by this SLA.
• Guaranteed Uptime (dropdown selection, required) — options: 99.0%, 99.5%, 99.9%, 99.95%, 99.99% — Minimum percentage of service availability per month.
• Critical Issue Response Time (dropdown selection, required) — options: 15 minutes, 30 minutes, 1 hour, 2 hours, 4 hours — Maximum time to acknowledge a severity-1 incident.
• Standard Issue Response Time (dropdown selection, required) — options: 1 hour, 4 hours, 8 hours, 24 hours, 48 hours — Maximum time to acknowledge non-critical issues.
• Remedies for SLA Breach (long text, required) — Describe the compensation or penalties if service levels are not met.
• Agreement Start Date (text, required)
• Agreement Duration (dropdown selection, required) — options: 6 months, 12 months, 24 months, 36 months
• By signing below, both parties agree to the service levels, response times, and remedies described in this agreement. (long text, optional)
• Service Provider Signature (signature, required)
• Customer Signature (signature, required)