Define uptime guarantees, response times, and performance benchmarks between a service provider and client. Perfect for SaaS companies, IT support, and managed service providers.
KEY TERMS
The Service Provider agrees to deliver the services as described and agreed upon by both parties, including but not limited to: system uptime guarantees, response time commitments, and performance benchmarks.
The Service Provider commits to maintaining a minimum uptime of 99.5% measured on a monthly basis, excluding scheduled maintenance windows of which the Client will be notified at least 48 hours in advance.
Critical issues (system down, data loss risk): Response within 1 hour. High priority (major feature impaired): Response within 4 business hours. Medium priority (minor feature impaired): Response within 1 business day. Low priority (general inquiries): Response within 3 business days.
The Service Provider will track and report monthly on: uptime percentage, average response time, number of incidents, and mean time to resolution.
If the Service Provider fails to meet the agreed service levels in any given calendar month, the Client shall be entitled to service credits as agreed upon in the compensation schedule.
Frequently Asked Questions
An SLA is a contract between a service provider and a client that defines the expected level of service — including uptime, response times, and performance benchmarks — along with remedies if those levels are not met.
For most SaaS products, 99.5%–99.9% monthly uptime is standard. Mission-critical systems may require 99.99% or higher. Be sure to exclude scheduled maintenance windows and force-majeure events from the calculation.
Service credits are a form of compensation — usually a percentage of the monthly fee — that the provider owes the client when uptime or response-time targets are missed. They are the most common remedy in SLAs because they are simpler than litigation.
Both. Response time is how quickly the provider acknowledges an issue; resolution time is how long it takes to fix it. Define severity tiers (critical, high, medium, low) and set different targets for each to avoid ambiguity.
Quarterly or at least twice a year. Business needs change, and the SLA should reflect current priorities. Noira's template includes a built-in quarterly review clause to keep the agreement relevant.
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