Sample Service Level Agreement for Saas

Sample Service Level Agreement for SaaS: An Overview

As SaaS (Software as a Service) continues to grow, it is becoming increasingly important for companies to have a solid Service Level Agreement (SLA) in place to ensure that they are getting the service they need from their SaaS providers.

An SLA is a contract between a service provider and a customer that outlines the level of service the provider will deliver. It specifies the metrics used to measure the service level, as well as the consequences if the provider fails to meet those metrics.

In this article, we will provide a sample service level agreement for SaaS, highlighting the key elements you should consider including in your own SLA.

Key Elements of a Service Level Agreement for SaaS

1. Service Availability

The first thing you should include in your SaaS SLA is a guarantee of service availability. This metric measures the percentage of time that the service will be available to the customer. For example, you might specify that the service will be available 99.9% of the time.

2. Performance and Response Time

In addition to service availability, you should also include metrics that measure the performance of the service. This might include response time, which measures how quickly the service responds to user requests, or the average time it takes to complete certain tasks.

3. Customer Support

Another important element of any SaaS SLA is customer support. You should specify the level of support you will provide, such as 24/7 phone and email support, or a support ticket system. You should also outline the response time for support requests, such as a guarantee to respond within 24 hours.

4. Data Security

Data security is another critical element of any SaaS SLA. You should specify the security measures you will take to protect customer data, such as encryption, firewalls, and backups. You should also outline the steps you will take in the event of a security breach.

5. Service Level Credits

Finally, you should include service level credits in your SLA. These credits are a way to compensate customers for any downtime or performance issues that occur. For example, you might offer customers a credit equal to 10% of their monthly subscription fee for every hour of downtime.


In summary, a well-written SLA is essential for any SaaS provider. It ensures that customers receive the service they require and provides a clear framework for resolving any issues that may arise. By including metrics for service availability, performance, customer support, data security, and service level credits, you can create an SLA that meets the needs of your customers and helps you build long-term relationships with them.