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SLA template generator

Pick your SLA type, set your response and resolution targets, and get a complete service level agreement — ready to copy to Notion, Google Docs, or Word. Free, no signup.

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A support SLA between your team and your customers.

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Customer Support Service Level Agreement

7 sections

1. Purpose & scope

This Service Level Agreement (SLA) sets the support commitments [Company] (“we”, “us”) provides to [Customer] (“you”) for [product or service]. It takes effect on [effective date] and remains in force for the term of the underlying agreement. It covers the support channels, hours, and response and resolution targets below, and does not modify the pricing or terms of that agreement.

2. Definitions

Business hours: Business hours (Mon–Fri, 9:00–17:00).

First response: the first substantive reply from a support agent — not an automated acknowledgement.

Resolution: a fix, an accepted workaround, or an answer that lets you continue.

Priority: the severity assigned to a request per the table below.

3. Service hours & channels

Support is available Business hours (Mon–Fri, 9:00–17:00), excluding [public holidays]. Reach us at [support email] or [support portal URL]. Requests outside service hours are logged and the response clock starts at the next business hour.

4. Response & resolution targets

PriorityDescriptionFirst responseResolution target
P1 — CriticalService is down or unusable for all users; no workaround.1 business hour4 business hours
P2 — HighA major function is impaired or degraded for many users; a workaround may exist.1 business hour1 business day
P3 — NormalA minor issue, question, or request with limited impact.1 business hour3 business days

5. Escalation

If a target is missed or you disagree with a priority, escalate to [escalation contact / manager] at [escalation email]. P1 issues are escalated automatically to [on-call / lead] if not resolved within the target. You may request a status update on any open P1 at any time.

6. Exclusions

These targets do not apply to: issues caused by misuse, unsupported configurations, or third-party services outside our control; scheduled maintenance announced in advance; feature requests; or delays caused by waiting on information from you. The response clock pauses while a request is marked “waiting on customer”.

7. Reporting & review

We report on response and resolution performance [monthly / quarterly] and review this SLA with you at least [annually]. Either party may propose changes in writing; agreed changes take effect once both parties sign.

Get all 4 SLA templates as one doc

Every template — customer support, IT helpdesk, managed services, and uptime — in a single Markdown file with your targets pre-filled. Paste straight into Notion, Google Docs, or Word, then fill in the brackets.

Free. No spam, only the templates.
The guide

Writing an SLA that actually holds up

A good SLA is specific, measurable, and something you can hit consistently. Here's what every SLA should cover, how to set targets you won't regret, and how the SLA differs from the SLOs and OLAs behind it.

What an SLA should cover

Whether it's for customers, an internal helpdesk, or a vendor contract, a complete SLA has the same seven parts. The generator above assembles all of them and injects your targets into the response and resolution table.

  1. 01Purpose & scopeWho and what it applies to
  2. 02DefinitionsResponse, resolution, priority
  3. 03Service hoursWhen and where you're reachable
  4. 04Response & resolution targetsBy priority
  5. 05EscalationWhat happens when a target slips
  6. 06ExclusionsWhat isn't covered
  7. 07Reporting & reviewHow performance is tracked

Setting realistic response & resolution targets

The most common SLA mistake is committing to numbers you can't hit. Separate first response (how fast someone replies) from resolution (how fast it's fixed), and set resolution targets by priority — critical issues in hours, normal requests in days. Look at your last quarter of actual response times before you commit: an SLA you beat 95% of the time builds trust, while one you miss erodes it faster than having none at all. Build in headroom by keeping your internal targets stricter than the SLA you publish.

SLA vs SLO vs OLA

An SLA is the external promise to your customer. An SLO (service level objective) is the stricter internal target you set to stay inside that promise, measured against an SLI — the actual metric. An OLA (operational level agreement) is the internal agreement between teams that makes the SLA possible — for example, IT committing to engineering that they'll provision access within an hour. The SLA is what the customer sees; the SLO and OLA are how you keep it. To keep any of them, you need to track every request against its target and let an AI agent handle the instant first response — which is what makes an ambitious SLA realistic.

Selvo Shared Inbox + AI Agent

An SLA is only as good as your ability to hit it

Targets on paper don't move the clock. A shared inbox with SLA timers, priority routing, and breach alerts keeps every request inside its target — and an AI agent delivers the instant first response on the repetitive ones, so your team spends its time on the cases that need a human.

See how Selvo Shared Inbox works

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Questions about SLAs

What is a service level agreement (SLA)?
A service level agreement is a documented commitment between a service provider and its customers that defines the level of service to expect — typically the support hours, how fast you'll respond to and resolve issues, and what happens if those targets are missed. It turns a vague “we'll get back to you” into specific, measurable promises like “first response within one business hour” and “P1 issues resolved within four hours.”
What should a support SLA include?
A complete support SLA covers seven things: purpose and scope (who and what it applies to), definitions (what “first response,” “resolution,” and each priority mean), service hours and channels, the response and resolution targets by priority, an escalation path, exclusions (what's not covered), and a reporting and review cadence. The generator above assembles all of these for you, with your targets injected into the response table.
What are good response-time targets?
It depends on priority and your support hours, but common targets are: a first response within one business hour (or 15–30 minutes for 24×7 SaaS), P1/critical resolution within 4 hours, P2/high within one business day, and P3/normal within two to three business days. Set the first-response target tight and the resolution targets by severity — and only commit to numbers you can hit consistently, because a missed SLA is worse than a modest one.
What's the difference between an SLA and an SLO?
An SLA is the external promise you make to customers, often with penalties or service credits if you miss it. An SLO (service level objective) is the internal target you set to stay safely inside that promise — usually stricter than the SLA. The SLO is measured against an SLI (service level indicator), the actual metric. In short: the SLI is what you measure, the SLO is what you aim for internally, and the SLA is what you commit to externally.
How do I actually hit the SLA I commit to?
Targets on paper don't move the clock — you need to track every request against its target and route the urgent ones fast. A shared inbox with SLA timers, priority routing, and breach alerts keeps work inside its target and shows you where you're at risk, while an AI agent delivers an instant first response on the repetitive questions so your team protects the cases that need a human. That combination is what makes an ambitious SLA realistic instead of aspirational.
Is this SLA template free?
Completely. Picking a template, setting your targets, and copying the SLA as Markdown are all free with no signup. The only thing we ask for an email on is the optional one-click download of all four templates as a single doc you can keep and customize.

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