🤝 Free Service Level Agreement (SLA) Generator

Create a professional Service Level Agreement. Define uptime guarantees and support response times to close enterprise SaaS deals.

Why Your B2B Company Needs an SLA

If you provide critical infrastructure—like a CRM, web hosting, or IT managed services—your clients rely on your system to run their business. An SLA defines the financial boundaries of that reliance.

  • Close Enterprise Deals: Procurement departments at large corporations will usually block the purchase of any B2B SaaS tool that does not offer a standard SLA defining uptime and disaster recovery.
  • Limit Output Liability (Service Credits): If your server crashes and a client loses $100,000 in sales, an SLA protects you. It limits their compensation exclusively to "Service Credits" (e.g., a free month of software), preventing catastrophic lawsuits for lost revenue.
  • Set Support Boundaries: An SLA clearly defines that "Severity 1" (System Down) tickets get a 1-hour response time, while "Severity 3" (Bug/Feature) tickets get a 24-hour response time, preventing client abuse of your support staff.
  • Define Exclusions: A well-written SLA explicitly states that planned maintenance windows and "Act of God" force majeure events do not count against your 99.9% uptime guarantee.

Frequently Asked Questions

What does 99.9% uptime actually mean?

Referred to as "three nines," it allows for 43 minutes and 49 seconds of downtime per month. "Four nines" (99.99%) allows for just 4.38 minutes per month.

What is a "Service Credit"?

Rather than reimbursing a client for their total lost business during an outage, an SLA dictates they receive a percentage of their monthly subscription fee back as a credit toward their next invoice.

Should startups offer an SLA?

Only if you are targeting B2B enterprise customers. For B2C or early-stage SMB software, offering a harsh SLA can financially cripple you if AWS goes down.

What the generator asks you

The form asks for your company name, company address, website URL and contact email, plus the uptime percentage you commit to. The percentage is written into the service-availability section and drives the service-credit table; the rest of the agreement is fixed text. Blank fields are shown as bracketed labels such as [Company Name].

What the finished document covers

  • Introduction
  • Service Availability, with Scheduled Maintenance and Exclusions
  • Performance Metrics
  • Support Response Times
  • Service Credits and the Credit Request Process
  • Incident Management
  • Data Backup and Recovery
  • Security
  • Modifications
  • Contact

What it does not do

Response times, credit percentages and backup frequency are fixed text, not form fields, so edit them to match what you can actually deliver before sending this to a customer. There is no governing-law, severability or limitation-of-liability clause, and the SLA is written as a standalone document rather than a schedule to a master agreement. It is a template, not legal advice.

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