Service Level Agreement Template
A free sample service level agreement for MSPs and IT support companies. Clients pick a plan, read your response times and terms, and sign online.
Customize the pages and design to fit your needs.
About this template
A service level agreement with ready terms for covered services, support hours, response times, uptime, exclusions and service credits. Each client adds their details and plan, signs, and you keep a signed PDF.
Common uses
- Managed service providers
- IT support and helpdesk companies
- Web and hosting agencies
Key features
- Response times by priority
- Plan and coverage details
- Signed PDF with an audit trail
What this template asks
What's your company name?
Short Text
What's your full name?
Short Text
What's your job title?
Short Text
What's your work email?
Email
What's your phone number?
Phone
What's your business address?
Short Text
Which support plan did you choose?
Single Choice · Essentials, Standard, Premium
How many users and devices are covered?
Short Text
Who should we call in an emergency?
Short Text
When does the service start?
Date
Service level agreement
Agreement text, accepted with “I agree”
Sign the service level agreement
Signature
How to use this template
Copy it
Select Use template and a copy opens in your workspace as an unpublished draft.
Make it yours
Edit any question or answer, choose a theme, and add your logo.
Share it
Publish, then send the link, show a QR code, or embed the form on your site. Responses arrive in Submissions.
Service level agreement
Signers read this text in the form before they accept it. Edit the bracketed details to match your business, and have the wording reviewed for your situation.
Please read this before you sign.
This agreement is between [Provider name] (the "Provider") and the client named in this form.
- Services. The Provider supports the users and devices listed above under the plan selected, as described in [service description].
- Support hours. Support is available [days and hours]. Critical issues are covered [24/7 or business hours].
- Response times. The Provider responds to critical issues within [number] hours, high priority issues within [number] hours and normal requests within [number] business days.
- Uptime. The Provider aims for [percent] uptime for managed systems each month, not counting planned maintenance announced [number] days ahead.
- Exclusions. This agreement does not cover hardware failure outside warranty, third party software outages, or problems caused by changes the client makes without the Provider.
- Client duties. The client reports issues through [support channel], keeps an emergency contact up to date and gives the Provider the access it needs.
- Service credits. If a monthly target is missed, the client may claim a credit of [percent] of that month's fee, requested within [number] days.
- Term. This agreement runs for [number] months and renews unless either side gives [number] days written notice.
By signing below, I confirm that I can sign for the client company and agree to this service level agreement.
Frequently asked questions
What should a service level agreement include?
The services covered, support hours, response times by priority, an uptime target, what's excluded, the client's duties, service credits and the term.
Who signs this service level agreement?
The client's authorized contact fills in their details and plan, then signs. You get a signed PDF with an audit trail for every client.
Can I use this as a final contract?
It's a sample to start from, not legal advice. Edit every bracketed term to match your plans, and have it checked before you rely on it.