Service Level Agreement (SLA) Examples and Template

How important is the need for speed?

Most service providers understand the need for service level agreements (SLAs) with their partners and customers. But creating one might feel daunting because you don’t know where to start or what to include. In this article, we share some SLA examples and templates to help you create SLAs.

What is an SLA?

An SLA is a documented agreement between a service provider and a customer that defines: (i) the level of service a customer should expect, while laying out the metrics by which service is measured, as well as (ii) remedies or penalties should agreed-upon service levels not be achieved. It is a critical component of any technology vendor contract.

Before subscribing to an IT service, the SLA should be carefully evaluated and designed to realize maximum service value from an end-user and business perspective. Service providers should pay attention to the differences between internal outputs and customer-facing outcomes, as these can help define the service expectations.

Take IT Service Management to the next level with BMC Helix ITSM.›

Writing SLAs: An SLA template

Let’s examine a sample SLA that you can use as a template for creating your own SLAs. Remember that these documents are flexible and unique. Make changes as necessary, and ensure that you correctly identify and include the relevant parties. Also, consider additional topics that you may want to add to your agreement(s) to enhance them, such as:

There are several ways to write an SLA. Below is a mock table of contents that you can leverage to start writing your own SLAs.

Now, I’ll break down each section with a few details and examples.

1.0 SLA

The first page of your document is simple, yet important. It should include:

Document details & change history
Version Date Description Authorization
Document approvals
Name Role Signature Date

Last Review: MM/DD/YYYY

Next Scheduled Review: MM/DD/YYYY

2.0. Agreement overview

In the next section, the agreement overview should include four components:

  1. The SLA introduction
  2. Definitions, convention, acronyms, and abbreviations (a glossary)
  3. Purpose
  4. Contractual parameters

2.1. SLA introduction

Include a brief introduction of the agreement, relevant parties, service scope, and contract duration. For instance:

This is a Service Level Agreement (SLA) between [Customer] and [Service Provider]. This document identifies the services required and the expected level of services between MM/DD/YYYY to MM/DD/YYYY.

Subject to review and renewal scheduled by MM/DD/YYYY.

2.2. Definitions, conventions, acronyms, and abbreviations

Include a definition and brief description of terms used to represent services, roles, metrics, scope, parameters, and other contractual details that may be interpreted subjectively in different contexts. This information may also be distributed across appropriate sections of this document instead of collated into a single section.

Term Description
SLA Service Level Agreement
Accuracy Degree of conformance between a result specification and standard value.
Timeliness The characteristic representing performance of action that leaves sufficient time remaining to maintain SLA service expectation.
IT Operations Department A business unit of [Customer] responsible for internal IT operations.

2.3. Purpose

This section defines the goals of this agreement, such as:

The purpose of this SLA is to specify the requirements of the software-as-a-service (SaaS) solution as defined herein with regards to:

2.4. Contractual parameters

In this section, you’ll want to define the policies and scope of this contract related to application, renewal, modification, exclusion, limitations, and termination of the agreement.

This section specifies the contractual parameters of this agreement:

  1. Contract renewal must be requested by [Customer] at least 30 days prior to expiration date of this agreement.
  2. Modifications, amendments, extension, and early termination of this SLA must be agreed by both signatory parties.
  3. [Customer] requires a minimum of 60 days’ notice for early termination of this SLA.

3.0. Service agreement

This section can include a variety of components and subsections, including:

  1. KPIs and metrics
  2. Service levels, rankings, and priority
  3. Service response
  4. Exceptions and limitations
  5. Responses and responsibilities
  6. Service management

3.1. KPIs and metrics

Key performance indicators (KPIs) and other related metrics can and should support your SLA, but the achievement of these alone does not necessarily result in the desired outcome for the customer.

Metric Commitment Measurement
Availability MTTR (mean time to repair)
Reliability MTTF (mean time to failure)
Issue Recurrence

3.2. Service levels, rankings, and priority

Severity Level Description Target Response
1. Outage SaaS server down Immediate
2. Critical High risk of server downtime Within 10 minutes
3. Urgent End-user impact initiated Within 20 minutes
4. Important Potential for performance impact if not addressed Within 30 minutes
5. Monitor Issue addressed but potentially impactful in the future Within one business day
6. Informational Inquiry for information Within 48 hours

3.3. Service response

3.4. Exceptions and limitations

Include any exceptions to the SLA conditions, scope, and application, such as:

This SLA is subject to the following exceptions and special conditions:

3.5. Responses and responsibilities

Here, you’ll define the responsibilities of both the service provider and the customer.

[Service Provider] responsibilities

3.6. Service management

Include service management and support details applicable to the service provider in this section.

3.6.1. Service availability

Service coverage by the [Service Provider] as outlined in this agreement follows the schedule specified below:

Planning a cloud migration strategy? Start with the BMC Helix Platform. ›

References and glossary

Include reference agreements, policy documents, glossary, and relevant details in this section. This might include terms and conditions for both the service provider and the customer, and any additional reference material, such as third-party vendor contracts.

Appendix

The appendix is a good place to include relevant information that doesn’t seem to fit elsewhere, such as pricing models and charges. The following section is an example of information that you may want to append to your SLA.

A.1. Pricing models and charges

Include the pricing models for each service type with detailed specifications.

Service Capacity Type – Throughput Price
Cloud Storage A
Option
A 500GB HDD – 250 MB/s $5.00/Mo
B 10TB SSD – 500 MB/s $10.00/Mo
C 50TB SSD – 1000 MB/s $15.00/Mo
Additional Storage
A.1 100GB HDD – 250 MB/s $1.00/Mo
B.1 2TB SSD – 500 MB/s $2.00/Mo
C.1 10TB SSD – 1000 MB/s $4.00/Mo

SLA best practices

Though your SLA is intended to be a legally binding agreement, it doesn’t need to be incredibly lengthy or overly complicated. It can further be a malleable document that is improved upon over time, with the consent of all relevant parties. Our advice: Begin building an SLA using the template above and the examples found herein and consult with your customers for any perceived gaps. As unforeseen circumstances are often inevitable, you can always revisit and tweak the SLA, if needed.

Additional resources

Additional SLA templates and examples are available here:

Generative AI: The Next Wave of ServiceOps Intelligence

Learn how HelixGPT brings generative AI to life throughout the BMC Helix platform

These postings are my own and do not necessarily represent BMC's position, strategies, or opinion.

See an error or have a suggestion? Please let us know by emailing blogs@bmc.com.

Business, Faster than Humanly Possible

BMC works with 86% of the Forbes Global 50 and customers and partners around the world to create their future. With our history of innovation, industry-leading automation, operations, and service management solutions, combined with unmatched flexibility, we help organizations free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead.
Learn more about BMC ›

You may also like

ITSM Certifications for 2021: A Beginner’s Guide

A mile in the customer’s shoes

What Is AISM? AI Service Management Explained

Pink20 ITSM Conference: The Complete Guide

Capacity Management for the Service Desk

Making the Connection: Omni-Channel Experiences and Employee Engagement

About the author

Muhammad Raza

Muhammad Raza is a Stockholm-based technology consultant working with leading startups and Fortune 500 firms on thought leadership branding projects across DevOps, Cloud, Security and IoT.