Legal Documents
Service Level Agreement (SLA)
An SLA sets out measurable performance commitments — uptime, response times, support windows and penalties for breach. Essential for IT, SaaS and managed-services businesses, our SLAs balance accountability with practicality.
Transparent pricing
Choose your package
All-inclusive professional fees. Government fees billed at actuals where noted.
Service Level Agreement
3-4 working days
- Lawyer-drafted SLA
- Uptime & penalty clauses
- Escalation matrix
What you get
- Custom SLA drafted by a lawyer
- Defined service metrics and uptime commitments
- Penalty, escalation and remedy clauses
- One round of revisions
Documents required
- Details of both parties
- Service metrics and target levels
- Support hours and escalation contacts
Questions, answered
Frequently asked questions
What metrics should an SLA include?
Common metrics are uptime percentage, incident response and resolution times, support availability and performance thresholds. We tailor metrics to your service.
Can an SLA be part of a larger service agreement?
Yes, an SLA is often annexed as a schedule to a master service agreement. We can draft it standalone or as an annexure.
Related services
Service Level Agreement (SLA) across India
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