Service Level Agreement (SLA)

Managing service expectations and defining the circumstances under which a service provider shall not be liable for outages or performance issues are recognized as extremely important for any service provider from a legal standpoint. A Service-Level Agreement (SLA) is a contract between a service provider and its internal or external customers that seek to hedge against these issues by documenting what services the provider will furnish and defines the service standards that the provider is obligated to meet. Particular aspects of the service – quality, availability, responsibilities – are agreed on, between the service provider and the service user. The most common component of an SLA is that the services should be provided to the customer as agreed upon in the contract. For a service provider, the SLA is typically one of two foundational agreements it has with customers and is considered a key document.

What Is The Process?

1) These Service Level Agreements are unilateral. The B2C (Business to customer) service level agreements are not negotiated and signed between the customers and service providers. They are standard agreements.

2) While getting an agreement drafted, the service provider must provide the terms of the service in detail and the same shall be encapsulated by our professionals in the easiest and universal way possible to suit the needs of a broad variety of customers and provide for a well-drafted standard agreement.


As it can be appreciated, time taken for contract drafting depend largely on the complexities of the subject matter covered. But on an average, we conclude the process within 4 to 7 working days.

Details Required

1) The SLA should include components in two areas: Services and Management.

2) Specifics of Services Provided (and what's excluded).

3) Conditions of Service Availability.

4) Standards such as Time Window for each level of service responsibilities of each party.

5) Escalation Procedures, and Cost/Service Tradeoffs.


1 Is an SLA transferable?

If the service provider is acquired by or merges with another company, the SLA stands transferred.

2 How can I verify Service Levels?

Most service providers make statistics available, often via an online portal. There, customers can check whether SLAs are being met and whether they're entitled to service credits or other penalties as laid out in the SLA.