Build bulletproof SLAs that protect your business and delight your customers
Interactive SLA Generator
Build your custom SLA in 3 simple steps
Define Service Type
Set Performance Metrics
Define Remedies
Your Generated SLA Template
Understanding the SLA Hierarchy
Service Level Agreement (SLA)
External ContractThe formal, legally binding contract with your customer. Defines the promise and consequences for failure.
Service Level Objective (SLO)
Internal TargetYour internal performance target - more aggressive than the SLA to create a safety buffer.
Service Level Indicator (SLI)
Actual MeasurementThe real-time, quantifiable measurement of your service's actual performance.
SLA Penalty Calculator
Enter Your Metrics
Calculated Penalties
Complete SLA Checklist
Essential Components
- Agreement overview with party names and dates
- Detailed service description and scope
- Clear exclusions and limitations
- Performance metrics and SLOs defined
- Responsibilities of both parties outlined
Security & Compliance
- Data protection protocols specified
- Security standards and certifications listed
- Disaster recovery procedures documented
- Compliance requirements addressed
- NDA and confidentiality terms included
Performance & Remedies
- SMART goals for all metrics
- Monitoring and reporting procedures
- Penalty and service credit structure
- Escalation procedures defined
- Termination process documented
Checklist Completion
SLA Lifecycle Management
Define & Agree
Negotiate services, metrics, and responsibilities with all stakeholders
Implement
Deploy resources, processes, and tools to deliver agreed service levels
Monitor
Continuously track performance against defined metrics
Report
Generate and share regular performance reports with customers
Remediate
Take corrective action and apply penalties when targets are missed
Review & Optimize
Periodically review and update the agreement based on performance
SLA Best Practices
Set SMART Goals
Make every metric count
- Specific: Define exact metrics, not vague promises
- Measurable: Quantify everything with numbers
- Achievable: Set realistic targets based on baseline data
- Relevant: Focus on customer business outcomes
- Time-bound: Specify measurement periods clearly
Avoid the Watermelon Effect
Green outside, red inside
- Don't focus only on technical metrics
- Align metrics with customer business needs
- Consider timing - 0.1% downtime during peak = disaster
- Define outcome-based metrics
- Regular customer satisfaction checks
Involve All Stakeholders
Cross-functional success
- Include front-line support agents in drafting
- Get technical team validation on feasibility
- Ensure legal review for liability protection
- Customer input on business priorities
- Management buy-in for resource allocation
Choose the Right SLA Structure
| SLA Type | Best For | Advantages | Disadvantages | Scalability |
|---|---|---|---|---|
| Customer-Based SLA | High-value enterprise clients with unique needs | Highly Customized Strong Relationships | Not Scalable Resource Intensive | ⭐ |
| Service-Based SLA | Standardized services for many similar customers | Simple to Manage Very Scalable | Inflexible One-Size-Fits-All | ⭐⭐⭐⭐⭐ |
| Multi-Level SLA | Diverse customer base with tiered offerings | Balanced Approach Market Segmentation | Complex to Design Requires Clear Definitions | ⭐⭐⭐⭐ |
Quick SLA Templates
IT Support SLA
Help desk and technical support services
Cloud Services SLA
IaaS, PaaS, and SaaS agreements
Managed Services SLA
Comprehensive IT management
Customer Support SLA
Call center and customer service
Ready to Build Better SLAs?
Transform your service agreements from legal documents into strategic assets. Start with our interactive tools and templates to create SLAs that protect your business and delight your customers, leading to better customer feedback!
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