IT & Freelance
SLA — Service Level Agreement
An SLA is a key document for every IT or managed services provider. It precisely defines guaranteed uptime, response times for incidents by priority, escalation procedure and financial penalties for non-compliance. It gives the client certainty and the provider a clear commitment.
These templates are for illustrative purposes only. They are not legal advice — consult a lawyer before signing.
Contract preview
What the agreement covers
- Definition of services covered by the SLA
- Guaranteed uptime and downtime calculation
- Incident priority classification (P1–P4)
- Response and resolution times for each priority
- Escalation procedures and contact persons
- Penalties for SLA non-compliance and their calculation
Frequently asked questions
Uptime is the percentage availability of a system. It is calculated as (planned operation – downtime) / planned operation × 100. An SLA of 99.9% means a maximum of ~8.7 hours of downtime per year.