About This Template
This Service Level Agreement template has been professionally drafted to ensure it establishes clear performance standards and accountability for service delivery. It provides a comprehensive framework for defining the relationship between service providers and their customers.
When To Use This Template
Use this template when you need to:
- Define service expectations between a provider and customer
- Establish measurable performance metrics
- Clarify responsibilities of all parties
- Set procedures for handling service disruptions
- Document remedies for service failures
What's Included
- Service description and scope
- Performance metrics and service levels
- Monitoring and reporting procedures
- Response and resolution times
- Escalation procedures
- Service availability commitments
- Responsibilities of each party
- Penalties and remedies for non-compliance
- Change management process
- Termination conditions
Industry-Specific Considerations
This template includes specialised sections for different service types:
- IT Services and Support
- Telecommunications
- Managed Services
- Cloud Services
- Professional Services
How To Use This Template
Download the template in your preferred format (PDF or Word). For customisation, use the Word version and fill in all required information. Alternatively, use our online customisation tool before downloading to create a personalised version.
Once completed, the agreement should be reviewed by all parties involved and signed. Each party should receive a copy of the signed agreement.
Legal Considerations
This template is designed to comply with UK contract law and data protection requirements, but laws vary by industry and change over time. We recommend reviewing the agreement with a legal professional to ensure it meets your specific requirements and is legally valid for your particular service arrangement.