Contracts & agreements
SaaS service level agreement template (US)
A general template under US law. Laws differ from state to state, so check it against your state's law or with a lawyer licensed there. We are not a law firm and do not give legal advice.
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SaaS Service Level Agreement
This Service Level Agreement ("SLA") is made on Effective Date between Provider Name, a Provider Entity Type and State ("Provider"), and Customer Name ("Customer"), and forms part of the subscription agreement between them dated Subscription Agreement Date.
1. Service
This SLA covers Service Name (the "Service"), as used under Customer's Plan Name plan.
2. Uptime Commitment
Provider will make the Service available Uptime Percentage% of the time in each calendar month, measured by Provider's monitoring at Monitoring Method.
"Downtime" means the Service is unavailable to all users. It does not include: scheduled maintenance announced at least Maintenance Notice Hours hours in advance and held during Maintenance Window; problems caused by Customer's systems or misuse; or events beyond Provider's reasonable control.
3. Service Credits
If uptime falls below the commitment, Customer may claim a credit against its next invoice:
| Monthly Uptime | Credit (% of Monthly Fee) |
| --- | --- |
| Below the commitment but at least First Tier Floor% | First Tier Credit% |
| Below First Tier Floor% but at least Second Tier Floor% | Second Tier Credit% |
| Below Second Tier Floor% | Third Tier Credit% |
Customer must request the credit in writing within Credit Claim Days days after the month ends. Credits are capped at Credit Cap% of the monthly fee and are Customer's sole remedy for missing the uptime commitment, except that Customer may end the subscription without penalty if uptime falls below Termination Threshold% in Number of Months months in any 12-month period.
4. Support
Support is available by Support Channels during Support Hours and Time Zone.
| Priority | Meaning | First Response | Target Resolution |
| --- | --- | --- | --- |
| 1 Critical | Service down or unusable | P1 Response Time | P1 Resolution Target |
| 2 High | Major feature failing, no workaround | P2 Response Time | P2 Resolution Target |
| 3 Normal | Partial failure with workaround | P3 Response Time | P3 Resolution Target |
| 4 Low | Question or request | P4 Response Time | P4 Resolution Target |
5. Data Backup and Recovery
Provider will back up Customer data every Backup Frequency, keep backups for Backup Retention Period, store them in Backup Location, and aim for a recovery point of Recovery Point Objective and a recovery time of Recovery Time Objective.
6. Security
Provider will maintain reasonable administrative, technical and physical safeguards, and will notify Customer of a security breach affecting Customer data as required by law and within Breach Notice Hours hours of confirming it.
7. Data on Termination
For Data Export Days days after the subscription ends, Customer may export its data. Provider will then delete it, except for copies the law requires it to keep.
8. Term
This SLA runs for as long as the subscription agreement. Provider may update this SLA on Change Notice Days days' notice, but no update will reduce the uptime commitment during a paid term.
| Provider | Customer |
| --- | --- |
| Signature: Provider Signature | Signature: Customer Signature |
| Name: Provider Printed Name | Name: Customer Printed Name |
| Date: Provider Signing Date | Date: Customer Signing Date |