£9UK law · England & Wales

UK Service Level Agreement (SLA) Template

A formal Service Level Agreement for ongoing UK B2B services. Sets uptime targets, response and resolution times, service credits and reporting cadence. £9.

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Editable Word (.docx) + PDF · Re-download any time · UK GDPR compliant

Legal background

A Service Level Agreement (SLA) sits alongside a master services agreement and quantifies the promised service levels — uptime, response times, resolution times — and the consequences of failure (typically service credits). Under English law, service credits are a permitted form of liquidated damages provided they are a genuine pre-estimate of loss; a punitive credit may be unenforceable as a penalty.

Sample excerpt

A short preview of the kind of clauses your generated document will contain. The full document is tailored to your inputs.

1. Services. The Provider shall deliver the services described in Schedule 1 (the "Services") at the service levels in Schedule 2. 2. Availability. The Provider shall use reasonable endeavours to ensure the Services achieve at least 99.9% availability measured on a calendar-month basis, excluding scheduled maintenance (announced at least 7 days in advance) and Force Majeure events. 3. Severity and response. Incidents are categorised as P1 (service unavailable), P2 (severe degradation), P3 (limited functionality affected), P4 (cosmetic). Response and resolution targets are set out in Schedule 2. 4. Service credits. If a service level target is missed in any month, the Customer is entitled to service credits as follows: 99.0–99.89% availability — 5% of monthly fee; 95.0–98.99% — 15%; below 95% — 30%. Total monthly credits are capped at 30% of that month's fee. 5. Sole remedy. Service credits are the Customer's sole and exclusive financial remedy for failure to meet a service level, save in cases of gross negligence, wilful default, breach of confidentiality or breach of intellectual property obligations. 6. Reporting. The Provider shall provide a monthly service report within 10 business days of month-end, covering availability, incident summary and credits applied.

What's in the template

✓Services covered and exclusions (planned maintenance, force majeure)
✓Availability / uptime target (e.g. 99.9% measured monthly)
✓Severity-based response and resolution times
✓Reporting cadence and metrics
✓Service credits — graduated by severity and breach level
✓Cap on monthly service credits (typically % of monthly fee)
✓Sole-remedy framing for service credits
✓Escalation contacts and review meetings
✓Termination for chronic failure

Who this is for

→IT/SaaS providers selling B2B with ongoing uptime obligations
→Hosting, infrastructure and managed services companies
→Agencies offering ongoing retainer services
→Outsourced support / helpdesk providers

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Frequently asked questions

Are service credits the customer's only remedy?

Often drafted as the sole and exclusive remedy for SLA failures (which is usually fair given they are quantified and easy to apply). The template uses sole-remedy framing but excludes data breach, gross negligence and IP infringement which fall under the master agreement.

99.9% — what does that mean in real downtime?

99.9% monthly uptime allows ~43 minutes of downtime per month. 99.95% allows ~22 minutes. 99.99% allows ~4 minutes. Set realistic targets based on your actual architecture.

Can I exclude scheduled maintenance from uptime?

Yes, with notice. Standard practice is to exclude planned maintenance (e.g. 2-hour windows announced 7 days in advance) from availability calculations.

These templates are general legal information, not bespoke legal advice. For high-value or unusual matters, ask a solicitor to review.