A clear SLA is the foundation of every successful service relationship - whether internal or external. With Trupeer, you can save hours on SLA writing by starting with a free service level agreement template, customizing it with your brand guidelines, and turning the SLA into a video walkthrough that helps customers and teams understand expectations clearly.

This service level agreement template provides a structured framework to capture services covered, performance metrics, response and resolution times, escalation procedures, exclusions, remedies and review cycles - useful for IT services, MSPs, SaaS providers and internal service teams. Pair it with our customer success use case, generate AI video walkthroughs, and translate into 65+ languages for global customers.

How to customize this template in Trupeer

Step 1: Open the Templates Section

Go to the Templates section from the main navigation.

Step 2: Select and Open a Template

Click on any template you want to work with to open it.

Step 3: Expand the Template View

If needed, expand the template view to see the full layout and details clearly.

Step 4: Edit the Template

Click on Edit to start modifying the selected template.

Within the editor, you can:

• Add new sections

• Define or update formatting rules

• Add a logo and adjust its position and related settings

Step 5: Save Your Customized Template

After making all necessary changes, click Save to store the updated template as your own.

Step 6: Preview and Fine-Tune the Template

When you want to see how your customized template looks, open the Preview.

From the preview screen, you can continue to make adjustments directly if needed, ensuring the template appears exactly as you want.

With a service level agreement template you can:

• Save hours on writing: Skip the blank page with a structure used by service providers.

• Set clear expectations: Built-in sections for metrics, response times and exclusions.

• Stay on-brand: Apply your logo, fonts and colors using Trupeer's brand kit.

• Reduce disputes: Clear SLAs prevent misunderstandings about what's covered and when.

• Standardize across customers: Use the same SLA template for every relationship.

• Reach global customers: Translate SLAs into 65+ languages with one click.

A great SLA protects both the service provider and the customer. Use this template to set clear, measurable expectations - and deliver against them.

Frequently Asked Questions

What is a service level agreement (SLA)?

A service level agreement (SLA) is a formal document that defines the expected level of service between a provider and a customer. It captures the services covered, performance metrics, response and resolution times, escalation procedures, exclusions and remedies if the SLA isn't met.

What should an SLA include?

A complete SLA includes the services covered, service standards (uptime, response time, resolution time), measurement methods, reporting cadence, escalation procedures, exclusions, customer responsibilities, remedies for SLA breaches, review cycles and termination clauses.

What are common SLA metrics?

Common metrics include uptime/availability (e.g., 99.9%), response time (time to first response), resolution time (time to close), first contact resolution rate, customer satisfaction (CSAT), mean time between failures (MTBF) and mean time to recovery (MTTR). The right metrics depend on the service.

What is the difference between an SLA and a contract?

A contract is the broader legal agreement covering scope, payment, terms and conditions. An SLA is a specific subset focused on service performance standards and remedies. SLAs are usually included as part of a contract, not separate from it.

How do you write a good SLA?

Make metrics specific and measurable. Be clear about exclusions - what isn't covered. Set realistic targets you can actually deliver. Define a fair remedy if you miss the target. Review and update annually as services and customer needs evolve. Have legal review every SLA before signing.