# 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.

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.

Canonical: https://reuily.com/templates/service-level-agreement
Use this template: https://reuily.com/form/from-template/service-level-agreement
Collections: Agreements & Waivers, Agencies, Professional Services, IT & Tech Support
Last updated: 2026-10-24

## Questions

- Question 1: What's your company name? (Short Text, required)
- Question 2: What's your full name? (Short Text, required)
- Question 3: What's your job title? (Short Text, required)
- Question 4: What's your work email? (Email, required)
- Question 5: What's your phone number? (Phone, required)
- Question 6: What's your business address? (Short Text, required)
- Question 7: Which support plan did you choose? (Single Choice, required). Options: Essentials; Standard; Premium
- Question 8: How many users and devices are covered? (Short Text, required)
- Question 9: Who should we call in an emergency? (Short Text, required)
- Question 10: When does the service start? (Date, required)
- Agreement: Service level agreement, accepted with "I agree" (full text below)
- Question 11: Sign the service level agreement (Signature, required)

Signing records the signer's consent, email, IP address, browser and signing time, and each signer can download a signed PDF copy.

## Service level agreement

Please read this before you sign.

This agreement is between **[Provider name]** (the "Provider") and the client named in this form.

1. **Services.** The Provider supports the users and devices listed above under the plan selected, as described in **[service description]**.
2. **Support hours.** Support is available **[days and hours]**. Critical issues are covered **[24/7 or business hours]**.
3. **Response times.** The Provider responds to critical issues within **[number]** hours, high priority issues within **[number]** hours and normal requests within **[number]** business days.
4. **Uptime.** The Provider aims for **[percent]** uptime for managed systems each month, not counting planned maintenance announced **[number]** days ahead.
5. **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.
6. **Client duties.** The client reports issues through **[support channel]**, keeps an emergency contact up to date and gives the Provider the access it needs.
7. **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.
8. **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.

## 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

## 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.