SLA Template — Service Level & Maintenance Agreement
Contract template · Pro
An SLA turns "we'll keep it running" into measurable commitments: what is covered, how fast you respond by severity, what uptime you guarantee, and what the client gets when a target is missed. It converts ongoing maintenance from goodwill into a billable, bounded service.
Use this template for website care plans, application maintenance, and IT support retainers.
What's inside
- Covered systems and maintenance scope
- Severity levels with response and resolution targets
- Uptime commitment and measurement method
- Service credits and exclusions (misuse, third-party outages)
- Fees, term, and review cadence
From template to signed
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Frequently asked questions
What response times are reasonable for a small provider?
Tier by severity: critical outages 2–4 business hours, major issues next business day, minor requests 2–3 business days. Commit only to response times you can honor without night shifts — the template's defaults follow that principle.
What should an SLA exclude?
Client-caused damage, third-party service outages, force majeure, and work outside the covered scope (billed separately). The exclusions clause is where maintenance providers protect their margins.
Is this template free to use?
This is a Pro template — it requires a paid Pactiamo plan. Plenty of free templates are available in the same library, and every plan starts with a free tier.
Can my client sign this online?
Yes. You share a single link; your client reviews and e-signs from any device without creating an account. You can also embed your own payment link so they can pay right after signing.
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