A Standard Service Level Agreement (SLA) is a legally binding contract between a service provider and a customer that outlines the level of service that the provider will deliver. It is a crucial document that ensures both parties understand their expectations and responsibilities. A well-crafted SLA can help to build trust, improve customer satisfaction, and reduce disputes.
Here are the key elements to consider when creating a professional SLA template:
1. Identification of Parties

Clearly state the names and addresses of both the service provider and the customer.
2. Scope of Service
Define the specific services that will be provided under the SLA.
3. Service Level Objectives
Set measurable targets for the service provider’s performance.
4. Performance Measurement
Specify how the service provider’s performance will be measured.
5. Service Credits
Outline the penalties or remedies that will be applied if the service provider fails to meet the service level objectives.
6. Service Level Management
Describe the processes and procedures for managing and reporting on service levels.
7. Term and Termination
Specify the duration of the SLA.
8. Confidentiality
Address the confidentiality of any sensitive information exchanged between the parties.
9. Governing Law and Jurisdiction
Indicate the governing law that will apply to the SLA.
10. Entire Agreement
State that the SLA constitutes the entire agreement between the parties.
11. Signatures
Require both parties to sign and date the SLA.
Design Elements for a Professional SLA Template
To create a professional and trustworthy SLA template, consider the following design elements:
Use a clean and legible font.
By following these guidelines, you can create a professional and effective SLA template that will help to protect your business and build strong relationships with your customers.