Free SLA Generator — Service Level Agreement
Generate a professional service level agreement in minutes. Define uptime guarantees, response times, support tiers, escalation procedures, and service credit penalties. Download as PDF. 100% private — runs in your browser.
Parties
Service Levels
Service Credits & Penalties
SLA Preview
How the SLA Generator Works
Enter the service provider and client names, define uptime guarantees and response time targets for each priority level, set service credit percentages for SLA breaches, and click "Generate SLA." The tool creates a comprehensive service level agreement document you can download as PDF or copy as text. All processing happens in your browser — no data leaves your device.
What Should an SLA Include
A comprehensive SLA should include: service description, uptime commitments (e.g., 99.9%), response and resolution times by priority level, escalation procedures, exclusions (planned maintenance, force majeure), service credit calculations for breaches, reporting requirements, and amendment procedures. This generator covers all essential sections.
Understanding Uptime Percentages
99.9% (three nines) = 8.76 hours downtime per year. 99.95% = 4.38 hours/year. 99.99% (four nines) = 52.6 minutes/year. 99.999% (five nines) = 5.26 minutes/year. Higher uptime guarantees are more expensive to maintain and typically come with higher service credits for breaches. Choose the level that matches your service capabilities.
SLA Best Practices for Service Providers
Set achievable targets — promising 99.99% when you can only deliver 99.9% leads to costly credits. Clearly define exclusions (planned maintenance windows, client-caused issues). Cap service credits to protect your revenue. Review and update SLAs annually as your infrastructure evolves. Use monitoring tools to track actual uptime and provide transparency reports to clients.