Service Level Agreement (SLA)
Formal contract defining service standards, KPIs, and mutual obligations.
Agreement Controls
SLA AGREEMENT
REVISION: v1.0 | EFFECTIVE: 2026-02-10
Service Provider Name
Admin Address
City, Country
This Service Level Agreement (hereinafter "Agreement") is entered into by and
between:
Service Provider: [Provider Name], located at [Address].
Client: [Client Name], located at [Address].
The purpose of this Agreement is to ensure that the proper elements and commitments are
in place to provide consistent service delivery to the Client by the Service Provider.
This Agreement covers the following services:
- [Service A]
- [Service B]
| Service Category | Target Level | Measurement Period |
|---|---|---|
| Logistics Turnaround Time | 98% within 24 Hours | Monthly |
| Support Response | < 4 Hours | Daily |
In the event that the Service Provider fails to maintain the Service Performance targets defined in Section 3, the following credits or penalties shall apply: [Define Financial Credits or Service Extensions].
This Agreement shall be governed by and construed in accordance with the laws of [Country/State]. Any disputes shall be resolved through [Arbitration/Court].
SLA Best Practices
Measurable Goals
Avoid vague terms like "fast" or "efficient". Use specific metrics like "within 2 hours" or "success rate > 95%".
Periodic Review
SLA standards should be reviewed annually to adjust to changing business needs and technological improvements.
Mutual Responsibility
A good SLA also defines Client obligations (e.g. providing timely data) that are necessary for the provider to meet their targets.