Sample Service Level Agreements

Sample Service Level Agreements: How to Ensure Quality Service Delivery

In today’s fast-paced business environment, service level agreements (SLAs) are critical to ensuring efficient and effective delivery of services. An SLA is a contract between a service provider and a client that defines the quality and level of service expected, as well as the means of measuring performance. This article will look at some key considerations when developing sample SLAs, including service description, performance standards, and remedies for non-compliance.

Service Description

The first step in developing an effective SLA is to define the specific services that will be provided. This should include a clear and concise description of the service, as well as any limitations or exclusions. It is essential to ensure that the service description is accurate and detailed to avoid misunderstandings about what is expected.

Performance Standards

Once the service description is defined, performance standards should be established. These can be quantitative or qualitative, depending on the service being provided. Example metrics might include response times, uptime or availability, error rates, or customer satisfaction scores.

To ensure that these metrics are meaningful, they should be specific, measurable, achievable, relevant, and time-bound (SMART). It is also important to establish reporting periods for each measurement, such as weekly or monthly reports, to track progress and identify any potential issues quickly.

Remedies for Non-Compliance

A well-written SLA should also establish remedies for non-compliance. This might include penalties for failing to meet performance standards, such as monetary damages or service credits. It is important to ensure that these remedies are proportionate to the severity of the non-compliance and that they are enforceable.


In conclusion, developing a sample SLA can be a valuable tool for ensuring that service providers deliver high-quality services that meet or exceed client expectations. Key considerations when developing an SLA include defining the service description, establishing performance standards, and establishing remedies for non-compliance. By considering these factors, both service providers and their clients can work together to achieve mutual success.