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Service level agreement template: free in Word, or sign it online

Reviewed in October 2026

A service level agreement (SLA) sets the measurable standards a provider promises, such as uptime and response times. It also says how service is measured and what credit the client gets when a target is missed. It usually sits on top of a service agreement.

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Ten documents free, no card. Signed by the provider and the client.

Service level agreement example, filled in with sample data
Example filled in with sample data

The full service level agreement

SERVICE LEVEL AGREEMENT

This Service Level Agreement (the "SLA") is made on [date] between [Provider name] (the "Provider") and [Client name] (the "Client"). It forms part of the [Service Agreement dated date] between them (the "Agreement"). If they conflict on service levels, this SLA prevails.

1. Covered services

This SLA covers: [list of services, for example hosting of the client portal, help desk and backups] (the "Services").

2. Service hours

Support hours are [Monday to Friday, 8:00 a.m. to 6:00 p.m., time zone]. Critical incidents are handled [24 hours a day, 7 days a week].

3. Availability

The Provider will keep the Services available at least [99.9]% of each calendar month, measured by the Provider’s monitoring tool every [5] minutes. Scheduled maintenance announced at least [48] hours ahead and outages caused by the Client or by events beyond the Provider’s control do not count as downtime.

4. Incident priorities and response times

Priority 1 (service down for all users): response within [30 minutes], resolution or workaround within [4 hours].

Priority 2 (major function impaired): response within [2 hours], resolution within [1 business day].

Priority 3 (minor issue or question): response within [1 business day], resolution within [5 business days].

Response time runs from the moment the Client reports the incident through [support email, phone or portal].

5. Service credits

If monthly availability falls below the target, the Client will receive a credit on the next invoice: [10]% of the monthly fee below [99.9]%, [25]% below [99.0]% and [50]% below [95.0]%. The Client must request the credit within [30] days after the month ends. Credits are the Client’s sole remedy for missed availability, except for repeated failures under clause 7.

6. Reporting

The Provider will send a monthly report with availability, incidents, response and resolution times, and credits due.

7. Repeated failure

If availability falls below [99.0]% in [3] months within any [6]-month period, the Client may end the Agreement without penalty by written notice.

8. Client duties

The Client will report incidents through the agreed channel, give the information needed to reproduce them and name [2] authorized contacts.

9. Review

The parties will review this SLA every [12] months. Changes require written agreement. This SLA may be signed electronically, with the same effect as a handwritten signature.

PROVIDER

Signature: ______________________

Name: [full name]

Title: [title]

Date: [date]

CLIENT

Signature: ______________________

Name: [full name]

Title: [title]

Date: [date]

What the template includes

  • Link to the main service agreement and which one prevails
  • The services covered and the support hours
  • An availability target with how it is measured
  • What does not count as downtime
  • Three incident priorities with response and resolution times
  • Service credits by level of failure
  • A monthly report
  • An exit right after repeated failures
  • Client duties and a yearly review

What you fill in

FieldExample
DateOctober 21, 2026
ProviderNorthpeak IT Services LLC
ClientRivera Logistics, Inc.
Main agreementService Agreement dated October 21, 2026
Availability target99.9% per month
Priority 1 response30 minutes
Credit below target10% of the monthly fee
Support channelsupport@northpeak.example and the portal

How it gets signed

  1. 1Choose “Use this template”, fill in the fields and read the full service level agreement once more.
  2. 2Send it by WhatsApp or email. The other party opens the link on their phone without an account.
  3. 3They tap the brown bar at the bottom that says “Sign as …” and draw their signature with a finger.
  4. 4Everyone gets the signed PDF with its signature certificate. Anyone can check it at signsolu.com/verificar.

Before signing, each signer agrees to sign electronically. The screen links to the electronic signature disclosure the ESIGN Act asks for.

Your first ten documents are free and need no card.

When the signed copy comes back, verify the PDF signature online against the original.

What the law says

An SLA is a contract, or an annex to one, under state law. Courts enforce service credits when they are a reasonable estimate of loss and not a penalty. Keeping credits as a share of the fee helps.

The ESIGN Act gives electronic signatures and records the same effect as paper. You can sign the SLA online and keep the monthly reports as electronic records.

What makes a good SLA

Every target must be measurable. “Fast support” cannot be checked. “Response within 30 minutes for priority 1” can. Write who measures, with what tool and how often.

  • A clear clock. Say when response time starts and when it stops.
  • Exclusions. Planned maintenance and client-caused outages should not count.
  • A remedy. Credits give the target teeth without a lawsuit.
  • An exit. Repeated failure should let the client leave.

What 99.9% availability means in hours

Monthly targetAllowed downtime in a 30-day month
99.0%About 7 hours 12 minutes
99.5%About 3 hours 36 minutes
99.9%About 43 minutes
99.99%About 4 minutes

Promise a level your team can meet with its current tools. A target you miss every month costs credits and trust.

SLA and service agreement together

The service agreement sets scope, fees and term. The SLA sets the performance standards. Sign both on the same day and say which one wins on service levels.

Internal SLAs between teams

Some companies use the same format between departments. Sales and support, or IT and the rest of the company, agree on response times. Credits do not apply, but the targets and reports work the same way.

Who measures and who checks

The provider measures with the tool named in clause 3. The client checks through the monthly report under clause 6. If the client runs its own monitor, agree beforehand which numbers win when they differ.

Keep the reports for the life of the contract. They support every credit request and every renewal talk.

How to set the first targets

  1. 1Pull three to six months of your own data on uptime and ticket times.
  2. 2Set targets a little below what you already achieve.
  3. 3Agree priorities with the client using real examples of past incidents.
  4. 4Pick credits that hurt a little but do not sink the account.
  5. 5Review the numbers after the first quarter and adjust at the yearly review.

A first SLA that both sides meet builds trust. Tighten the targets once the reports show steady results.

Signing the SLA

Send it with the service agreement or right after it. The client’s signer opens the link on a phone and signs with the brown bar at the bottom. Both documents end up in the same account with their certificates.

A worked example

Northpeak promises Rivera Logistics 99.9% availability for its client portal. In March the portal is down for 70 minutes outside planned maintenance.

Availability that month is about 99.84%, below the target. Rivera asks for the credit within thirty days. Northpeak applies 10% of the monthly fee on the April invoice.

The monthly report shows the cause and the fix. Both sides keep working with clear numbers instead of complaints.

Before you sign

Other templates

Frequently asked questions

Is a service level agreement signed online legally binding?

Yes. The ESIGN Act gives an electronic signature the same legal effect as a handwritten one. The signed PDF and its certificate show who signed the service level agreement, when and from which device.

Does the client need a SignSolú account to sign?

No. They open the link on their phone and sign with the brown bar at the bottom of the screen.

Can I download the SLA in Word?

Yes. “Download in Word” gives you the full SLA with no email and no account. You can print it or edit it and sign it here later.

Are service credits the only remedy?

For missed availability, yes, under this template. Clause 7 adds the right to end the agreement after repeated failures.

Can I use this SLA without a service agreement?

You can, but it works best as an annex. Fees, term and liability belong in the main agreement.

Can the targets change during the contract?

Yes, by written agreement. Clause 9 sets a yearly review for that.

What is a good availability target for a small provider?

Many small providers promise 99.5% or 99.9% a month. Pick the level your monitoring shows you already reach.

Do credits apply to planned maintenance?

No. Maintenance announced at least 48 hours ahead does not count as downtime under clause 3.

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