9+ Sample Service Level Agreement Templates

A service level agreement is a formal document a service provider will present to their clients. This agreement details the scope, nature, and terms and conditions of the service to prevent future complications. The benefits of such a document are many and obvious: For the service provider, it will foster confidence and clarity of expectation, as well as trust, with their customers. For service users, they will be able to make an informed decision, they will know what to expect, and they can make a case if the terms of the level of service are not met.

An Agreement Template from this collection will help you be on your way to drafting your own service level agreements. All these documents are free, so download them as references and take careful note of the details.

Service Level Agreement Template

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HR Service Level Agreement Template

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Size: 209 KB

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Training Service Level Agreement Template

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Size: 204 KB

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Security Service Level Agreement Template

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Size: 808 Kb

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Business Service Level Agreement Template

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Size: 191 KB

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Customer Service Level Agreement Template

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Size: 115 KB

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What Is a Service Level Agreement?

Service is a vague concept that cannot be easily billed in unit price as with physical commodities. It is also tricky to establish between provider and end customer what constitutes satisfactory “quality” service, because it is intangible.

The service level agreement (SLA) is then kind of contract with the following roles:

  • It defines and describes the service.
  • It defines the level of quality that can be expected.
  • It lays out the responsibilities of each party in the agreement (provider and user).
  • It details the grounds for termination of the agreement, or when the agreement does not apply.

If there is any inconsistency between what is agreed to in the SLA and the actual service rendered, the end customer has legal grounds to file a complaint or take some other legal measure.

Where You Can Expect a Service Level Agreement

A Service Agreement Template is more often used only in industries where an ongoing service is expected, usually with a periodical payment of fees.

Some examples:

  • Training Service Level Agreement—used by personal training consultants or training agencies.
  • HR Service Level Agreement—used by the HR service of a university to describe to the shareholders the key services they provide and the quality standards they are employing.
  • Security Service Level Agreement—demonstrates a critical area in most need of SLAs: security services run from cloud computing servers. Also see Business Service Level Agreement Template for another cloud service.
  • Maintenance Service Level Agreement—which also includes parameters for work standard based on an urgency rating matched with a response time and completion time.
  • Marketing Service Level Agreement—this is an example of what marketing agencies sign with their clients.

You might also expect a Non Disclosure Agreement Template to come into effect in such partnership situations where the service provider’s methods become competitive corporate intelligence.

Maintenance Service Level Agreement Template

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Size: 1 MB

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Marketing Service Level Agreement Template

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Size: 174 KB

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Payroll Service Level Agreement Template

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Size: 76 KB

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Recruitment Service Level Agreement Template

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Size: 122 Kb

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Related Template for Service Providers

If you are an LLC in the business of providing service, you will also need an Operating Agreement Template. While a service level agreement is a pact between you and your customer for a certain quality of service, the operating agreement is a pact between you and your partners in a multimember firm where you agree to operate at a certain level.

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