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