SaaS Service Level Agreement
Docs + Word8 pages
Free
- Type
- Document
- Price
- Free
- Pages
- 8 · US Letter
- Style
- Corporate
- Difficulty
- Beginner
- Updated
- November 6, 2026
Every page (8)
Overview
Clients buy managed IT on promises that are hard to check, and disputes follow when an outage happens. This agreement sets out the service in one place: what is covered, the helpdesk escalation, how monitoring measures availability, the patch cycle, onsite visits, the work breakdown and the exclusions. Each commitment has a number, a method and a credit.
The sample is an agreement between Umberfield Digital and Carrowmore Estates Ltd, a property firm with three sites and 140 users, with availability of 99.9%, a P1 response in 15 minutes and a credit of 5% when email falls short. Every name, site and figure is fictional. Replace the services, targets and contacts with yours, and have counsel review the terms before signing.
Useful for
- A managed service provider drafting an SLA for a three-site property firm
- A client's procurement team comparing two IT providers on response times and credits
- A service manager reviewing last month's availability against the agreed target
What's included
- Scope and exclusions: what is covered, with the exclusions to read first
- Helpdesk: a four-level escalation path with the contacts for each level
- Monitoring: an availability scorecard with credits and the measure definitions
- Patching: a pipeline diagram from vendor release to ring rollout and rollback
- Onsite and work breakdown: planned visits, extra visits and a first-year plan
- Make it yours: numbered steps for setting targets, measurement and credits
How to use it
- 1
Click Make a copy in Google Docs, then confirm on the Google page. The copy is saved to your own Google Drive.
- 2
Replace the services, tiers and customer sites in the scope with the ones this SLA covers.
- 3
Set availability, response and resolution targets you can already meet from last quarter's data.
- 4
Define the measurement point, calculation window and exclusions, then have counsel review the credits.
- 5
Delete the guide page, then share the SLA with the client's procurement team and the service owner.
What you need
Requirements
- A Google account with access to Google Drive
Works with
- Google Docs
- Microsoft Word (download the .docx)
Questions
Are the organisation, people and figures fictional?
Yes. Umberfield Digital, Carrowmore Estates Ltd, the people, the sites and every target, credit and figure are fictional. Replace them with your own before the SLA goes to a client.
Is this an SLA ready to sign?
No. It is a draft to adapt. Availability definitions, service credits and liability caps carry legal risk, so counsel should review them for your jurisdiction and your own risk before anyone signs.
What is the difference between response and resolution?
Response is the time until an engineer starts work on a ticket. Resolution is the time until the fault is fixed or a workaround is in place. Keep the two targets separate, so a fast reply is not mistaken for a fix.
- #sla-template
- #managed-it
- #service-level-agreement
- #helpdesk
- #it-support
- #availability-target
- #google-docs
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