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The first pages of the SaaS Service Level Agreement template

SaaS Service Level Agreement

Document template for Google Docs and Word

Make a copy in Google Docs
Type
Document
Price
Free
Pages
8 · US Letter
Style
Corporate
Difficulty
Beginner
Updated
October 30, 2026

Every page (8)

Overview

Customers want to know what uptime and support they are buying, and providers need targets they can actually meet. This agreement defines the services covered, how availability is measured, support hours, response and resolution times, service credits and the monthly report, with a number for every commitment.

The sample is the SLA of Thistledown Cloud: 99.9% monthly availability (about 43 minutes of downtime), P1 response in 15 minutes, credits of 5% to 30% of the monthly fee, and a worked February 2027 incident and scorecard. Replace the services, targets, exclusions and credit bands with ones you can meet from last quarter's data, then have counsel review the remedies. This is a draft, not legal advice.

Useful for

  • A SaaS founder giving an enterprise buyer written availability and support commitments
  • A service owner setting response, resolution and credit terms before a new tier launches
  • An operations lead preparing a monthly SLA report with a scorecard and incident timeline

What's included

  • Services covered page with three cards for the platform, data and what is excluded
  • Availability page with a rollout timeline and the measurement method for monthly uptime
  • Support hours and escalation path with four levels, named contacts and the P1 phone rule
  • Response times page with a worked P1 incident timeline and a priority target table
  • Service credits table with uptime bands, claim window, cap and a month calendar of key dates
  • Reporting pages with a monthly scorecard, definitions and a Q1 KPI view with status

How to use it

  1. 1

    Click Make a copy in Google Docs, then confirm on the Google page. The copy is saved to your own Google Drive.

  2. 2

    Replace the services, tiers and customers, then set availability, response and resolution targets you can already meet from last quarter's data.

  3. 3

    Define the measurement point, the calculation window and the exclusions precisely, and choose the credit bands and monthly cap.

  4. 4

    Set the reporting date and the quarterly review owner, replace the sample incident and scorecard, and have counsel review the remedy wording.

  5. 5

    Delete the Make it yours guide page, then share the agreement with your customer or present it.

What you need

Requirements

  • A Google account with access to Google Drive

Works with

  • Google Docs
  • Microsoft Word (download the .docx)

Questions

What availability target should I promise?

Promise what last quarter's data shows you can meet. 99.9% allows about 43 minutes of downtime a month; 99.95% allows about 22 minutes. Do not copy a figure you cannot measure.

Are Thistledown Cloud and its figures real?

No. Thistledown Cloud, its people, incidents and every figure are fictional sample data. Replace them with your own services, targets and results before use.

Is this legal advice?

No. Availability definitions, credits and liability caps should be reviewed by counsel before anyone signs, because remedies and enforceability vary by jurisdiction.

  • #service-level-agreement
  • #sla-template
  • #saas
  • #uptime
  • #service-credits
  • #incident-response
  • #google-docs

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