What is a service level agreement?

A service level agreement (SLA) is a contract that defines the standards of service between a provider and a client. It lays out specific performance targets, roles, and responsibilities to ensure smooth operations and accountability. With specific service standards, payment terms, and data security measures, an SLA helps protect both parties and encourages a professional working relationship. A well-structured service level agreement assures accountability, and keeps business relationships on the right track. 

Why this agreement matters:

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Clear service standards

It sets specific services, performance targets, and timelines, making sure both parties are aligned on what’s expected.

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Defined roles & responsibilities

By outlining who’s responsible for what, it promotes smooth operations and accountability on both sides.

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Transparent payment terms

With clear payment details and deadlines, it helps avoid misunderstandings and keeps payments on track.

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Confidentiality & data security

It protects sensitive information with confidentiality clauses, ensuring data security and compliance with GDPR.

Please note

This template is designed to guide you in drafting your own service level agreement. Since every business is different, we recommend amending it to suit your needs. For tailored legal guidance, reach out to one of our commercial solicitors.