SERVICE LEVEL AGREEMENT

Service Level Agreement

An SLA between Northwind Studio and Acme Co defining service availability, response and resolution targets, and credits for missed levels.

PREPARED FOR

Acme Co

PREPARED BY

Northwind Studio

DATE

August 18, 2026

Northwind Studio

SERVICE LEVEL AGREEMENT

Parties and Covered Services

This SLA is entered into by Northwind Studio (the "Provider") and Acme Co (the "Customer") and attaches to the master service agreement between the parties. It defines the service levels the Provider will meet, the metrics used to measure them, and the credits payable when levels are missed.

UPTIME TARGET

99.9%

Monthly availability of the production service.

P1 RESPONSE

15 min

Acknowledgment of critical incidents, 24/7.

SUPPORT WINDOW

24 × 7

Continuous coverage for incident response.

Recitals

Northwind Studio

SERVICE LEVEL AGREEMENT

Service Levels

Service levels are grouped by measurement type. Metrics are calculated per calendar month and reported on the Customer's status portal.

LEVEL 1 · AVAILABILITY

Availability

Monthly uptime target of 99.9%, measured as the percentage of minutes in the month during which the production service returns valid responses to synthetic checks. Scheduled maintenance is excluded when announced 5 business days in advance.

LEVEL 2 · INCIDENT RESPONSE

Incident response and resolution

Priority-based response and resolution targets, measured from the time the Provider receives the ticket to the time an engineer acknowledges and the time the incident is resolved or a workaround is in place.

LEVEL 3 · CHANGE AND COMMS

Change and communication

All planned maintenance is announced at least 5 business days in advance. Post-incident reviews are shared within 5 business days for P1 incidents and 10 for P2 incidents.

Northwind Studio

SERVICE LEVEL AGREEMENT

Service Credits and Fees

If the Provider misses a monthly service level, the Customer is entitled to a service credit applied against the following month's invoice. Credits are the Customer's sole and exclusive remedy for SLA breach.

Item	Rate	Qty	Amount
99.0% - 99.89% uptime, credit as % of monthly fee	$10	1	$10
95.0% - 98.99% uptime, credit as % of monthly fee	$25	1	$25
Below 95.0% uptime, credit as % of monthly fee	$50	1	$50
Total			$85

Payment Schedule

Rule	Detail
Cap	Total credits in any month cannot exceed 50% of the monthly service fee
Request window	Customer must request credit within 30 days of the affected month
Exclusions	Scheduled maintenance and Customer-caused incidents

Persistent breach across three consecutive months entitles the Customer to terminate the master service agreement for cause without penalty.

Northwind Studio

SERVICE LEVEL AGREEMENT

Acceptance

To activate this SLA, complete the fields below and sign. The service levels take effect on the effective date confirmed here.

SERVICE(S) COVERED

Name of the production service

SLA EFFECTIVE DATE

e.g. October 1, 2026

I confirm I am authorized to accept these service levels on behalf of the Customer.

CUSTOMER

Sign here

Acme Co

PROVIDER

Sign here

Northwind Studio

About this template

The Service Level Agreement Contract Template is a five-page document for putting your engagement on paper before it starts. It carries a cover, an overview with stat cards, a three-phase scope of work, an investment table with a computed total, and an acceptance page with inputs and signatures.

It is intentionally simple: rename what needs renaming in Bonsai, list your actual deliverables, and set the price. Merge fields handle the client details and date, and the last page collects the acceptance inputs and both signatures.

Details

Format: Doc · 5 pages

Recipients: Client + Provider

Signature: Client + Provider

Merge fields: Sender, Receiver, Date