Service Level Agreement

An SLA does two distinct jobs. The first is operational. Defining what 'good service' looks like, in measurable terms, so both sides know what is expected. The second is remedial. Defining what happens when service falls short. The remedial side is where most SLAs are weak.

What separates a working SLA from a decorative one

Service credits are a common solution to underperformance, but they only work if they are calibrated to bite; a 1% credit for a 24-hour outage is not a meaningful incentive. Equally, an SLA that promises 99.99% uptime with no carve-outs for maintenance windows or force majeure is a promise the supplier cannot keep.

Realistic, measurable, enforceable; those are the three tests. A good SLA gives both parties clarity on what 'good' looks like and provides a structured framework for dealing with underperformance.

The SLA can be used as a standalone document or as a schedule to your master services agreement.

Example: a typical scope and fixed fee

For a services relationship requiring a measurable performance regime, the typical scope looks like this.

What's included

• A consultation to understand the service being provided and the performance metrics that matter
• Drafting of an SLA covering service levels, KPIs, response times, escalation procedures, reporting, credits, and remedies for underperformance
• One round of revisions based on your feedback
• Final version ready to use

What's outside this scope

• The underlying services agreement (see Master Services Agreement or Contract Drafting)
• Negotiation with the other party beyond the scope described above
• Tax advice

Fixed fee: £550, no VAT.

How I will approach your matter

Once you have instructed me, I will arrange a consultation to understand the service and the performance metrics that matter most to your business. I will draft a bespoke SLA calibrated to the service delivery, with effective credits and targets, and sensible carve-outs.