This page is a starter template for your SLA. Update the uptime commitment, support windows, escalation paths, and service credits to match your actual operations.
Define which services are covered by this SLA and which are excluded.
State your target uptime percentage and how uptime is measured.
Set out your support hours, channels, and any difference between standard and emergency support.
Describe response targets by severity level, for example critical, high, medium, and low.
Explain planned maintenance, third-party outages, force majeure, customer-caused incidents, and other exclusions.
If applicable, explain how service credits are calculated and claimed.
Important: This is a draft template only and should be tailored to your service commitments.
Last Updated: 24/03/2026
