Service Level Agreement

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Service Level Agreement


                                  SERVICE LEVEL AGREEMENT FORMAT

This Service Level Agreement (here in after termed as “Agreement”) is made and entered into on [day] day of [month] of [year]  (here in after termed as “Said Day”) by and between [name] with its principal place of business located at [address] (hereinafter referred as “service provider”) and [name] with [his/her/business] located at [address] (herein after referred as “User” and collectively as “the Users”).

 WHEREAS, the Company is providing service of [description of service];

WHEREAS, the service provider has expertise in the area of [insert description of area of expertise];

WHEREAS, the Service provider has decided to render the service of [service which is rendered] to the user from [date];

NOW, THEREFORE, the Parties hereby agree as follows:

  1. The service provider are expected to render services in the area of [mention areas of services], which has to be performed with due diligence and guaranteed up to [mention guarantee period]
  2. The service has to commence from [commencement period], and shall terminate by [termination period]
  3. The service shall be available for [list the subjects to which service is available] from [timing].
  4. The service provider shall undertake the needs of user by [describe the mode of approaching the user’s need]
  5.  In case [list circumstances where service will not be availed] the service provider shall refrain from giving their service to the user.
  6. The report of the service will be monitored by [name and designation of the person authorised to monitor] and the report shall include [list the contents of the report].
  7. When dispute arises the parties shall [mode of redressal].
  8. As a consideration to the service rendered the user shall remit a fee amount of [fee amount] to the Service provider within [time period] through [mode of payments]
  9. [confidentiality clause]
  10. [other terms and conditions]

In witness of the above, the respective parties have signed this service- Level Agreement on the dates mentioned herein below:

Supplier’s Name                                                                                          Client’s Name

Signature: ­­­­­­­­­­­­___________                                                                     Signature: ___________

Name:                                                                                                      Name:

Title:                                                                                                          Title:

Date:                                                                                                          Date:




1._____________________                                                                2. _______________



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As the name suggests the agreement focuses on guarantee over the level of service expected from a service provider. It is an agreement which is a formal document that is made between the user and a service provider regarding the framework of the service that is rendered.

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  • LEGAL BINDING: The service providers will be legally bound to maintain the level of service expected and agreed by them to the user as prescribed in the SLA. And therefore can sue the service provider for any deficiency in service.

  • IMPROVES RELIABILITY AND RESPONSIVENESS: The user builds more trust in the service provider which improves reliability. And more than how a service is provided the user is more concerned about how the service affects them, so punctuality and quick response to the user’s needs can be met through this agreement.

  • AVOIDS CONFUSION: The agreement clearly describes the level and methods of providing services that avoid confusion.

  • EVIDENCE: The agreement made is evidence to prove the level of service guaranteed.

Click here to read more about the "Master Service Agreement".



  1. Name and details of parties.

  2. A description of the service being provided.

  3. Time period.

  4. How the needs of users will be approached.

  5. Procedures for reporting grievances.

  6. Service monitoring procedures.

  7. Redressal mechanisms and remedy available.

  8. Circumstances where the level of service is not applicable.

  9. Consideration is given.

  10. Signature of both parties.



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    • Drafting Service Level Agreement by Experienced Lawyers
    • 30-minute Intro Call by Lawyer+ Start to Finish Help + Drafting a Service Level Agreement

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What is the purpose of SLA?

The purpose of SLA is to ensure a minimum level of service to be provided to a user and thereby meet the expectation of the user.

What are the information included in a SLA?

The following information has to be included in an SLA:

  1. A description of the service being provided.
  2. Time period
  3. How the needs of users will be approached
  4. Procedures for reporting grievances
  5. Service monitoring procedures
  6. Redressal mechanisms and remedy available
  7. Circumstances where the level of service is not applicable
  8. Consideration given
Why is SLA important?

It is important as it gives clarity to the parties regarding the service provided and it shall act evidence to prove the level of service guaranteed by the provider.

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