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.
Tips for Best Results
Start with the default settings to see how the tool works, then customize to match your needs. Preview your output before downloading or sharing to catch any adjustments. Use high-quality inputs where possible — better source material produces better results. Save your work frequently using the download or copy buttons. This tool runs entirely in your browser, so your creations are never uploaded to any server and remain completely private.
Frequently Asked Questions
What is an SLA?
A Service Level Agreement (SLA) is a contract between a service provider and client that defines the expected level of service, including uptime guarantees, response times, and penalties for not meeting those targets.
What uptime should I promise?
99.9% (three nines) is standard for most SaaS and cloud services, allowing about 8.76 hours of downtime per year. 99.99% (four nines) is premium — only 52 minutes/year. Choose based on your actual infrastructure capabilities.
What are service credits?
Service credits are refunds or discounts given to clients when the provider fails to meet SLA targets. They are typically calculated as a percentage of the monthly fee — e.g., 10% credit for missing the 99.9% uptime target.
Is this SLA legally binding?
This tool generates a template document. An SLA becomes legally binding when signed by both parties with proper consideration. We recommend consulting a qualified attorney before using any legal document.
Can I customize the response times?
Yes. Set different response times for Critical (P1), High (P2), Medium (P3), and Low (P4) priority issues. Each level has multiple options ranging from 15 minutes to 72 hours.
Is my data private?
Yes. This tool runs entirely in your browser. No company names, service details, or SLA terms are sent to any server.