Service Level Agreement Template

Resource Overview

A template that documents the service level agreement (SLA) between the company and customer.


Related Resources

Your Problem

You need to provide a guarantee for service to your customers. It is required that you develop a service level agreement template that you can use to define the level of service between your company and its customers.

Our Solution

We created the Service Level Agreement Template to allow you to document the service level agreement (SLA) between your company and its customer. SLA's can also be used internally when departments are used as a 'shared-service' for the organization.

The Service Level Agreement Template will provide you with a detailed approach to service agreements, and it takes into consideration all details in the relationship. The sections included in this template include: General Overview, Service Description, Roles and Responsibilities, Requesting Service, Hours of Coverage, Response Times & Escalation, Maintenance and Service Changes, Pricing, Reporting, and Reviewing and Auditing. Each section in this template will allow you to clarify aspects of your future service level agreement.

This template is an effective tool for helping you formally define the level of service between you and your customers.

Key Benefits

  • clearly defines service levels
  • sets expectations with regard to support
  • comprehensive 9-page template
  • save 6 hours on writing & formatting
  • provides a real-world example


Microsoft Word Document

Estimated Time Required: 1 Hour

Skills Required: Policy Writing