Service Level Agreement (SLA) Generator
Establish clear expectations between a service provider and a client. Define service scope, performance metrics, and uptime guarantees.
What is a Service Level Agreement (SLA)?
A Service Level Agreement (SLA) is a contract between a service provider and its customer that defines the level of service expected from the provider. SLAs are output-based in that their purpose is specifically to define what the customer will receive.
Key Sections Typically Included:
- Service Description: Details of the services provided.
- Performance Metrics: Specific metrics like uptime, response time, resolution time.
- Reporting: How performance is measured and reported.
- Problem Management: Procedures for handling issues.
- Customer Duties: Responsibilities of the client.
- Penalties and Remedies: Consequences for failing to meet agreed levels.
- Termination Clause: Conditions under which the agreement can be ended.
Why Use Our Generator?
Our SLA generator helps you create a detailed agreement that ensures both the provider and client have clear, measurable expectations. This reduces conflicts and provides a framework for service delivery and management.
Frequently Asked Questions
- Q: Who needs an SLA?
- A: Any business providing services (like IT support, hosting, SaaS) or any client procuring such services benefits from an SLA.
- Q: What are common SLA metrics?
- A: Common metrics include service availability (uptime percentage), incident response time, incident resolution time, and specific performance benchmarks.
- Q: How are SLA penalties usually structured?
- A: Penalties often involve service credits (discounts on future bills) or refunds, tiered based on the severity or frequency of the SLA breach.
Create Your Contract
Fill out the form below to generate your custom contract document.