Service Level Agreement Example Software

Service level agreement (SLA) is a critical component of any software service provider. It outlines the terms and conditions of the service, the level of support, and the response time for addressing any issues the client may face. As a result, providers need to have a well-crafted SLA that is both comprehensive and specific enough to mitigate any misunderstandings or disputes that may arise. In this article, we`ll take a look at some service level agreement example software and explore what makes them effective.

SLA example #1: IBM

One of the most respected names in the tech industry, IBM`s SLA example sets the standard for any software service provider. It is comprehensive, well-structured and covers all aspects of their service. IBM`s SLA starts with the purpose and scope of the agreement, which helps set the tone and expectations for the rest of the document. The document goes on to define key terms, performance metrics, and the responsibilities of both the provider and the client. It also outlines the process for reporting and reviewing incidents and the escalation process for resolving any issues.

SLA example #2: Salesforce

Salesforce is another industry leader with a robust SLA. Their document is easy to read, well-organized, and defines the service levels, uptime guarantees, and response times clearly. The document also outlines exclusions and exceptions to the SLA that may affect the service levels. Salesforce`s SLA includes specific performance metrics—such as the number of concurrent user sessions and transaction response time—that help users understand the level of service they can expect.

SLA example #3: Microsoft

Microsoft`s SLA focuses on availability and provides clear definitions of uptime and downtime. The document outlines the process for requesting service credits and provides detailed information on the client`s roles and responsibilities. The SLA also includes a specific section on “limitations of liability,” which is helpful in mitigating any potential disputes around liability.

What makes a good SLA?

A good SLA should be comprehensive, specific, and easy to understand. It should define the level of service the client can expect, the responsibilities of both the provider and the client, and the process for resolving any issues. It should also include specific performance metrics and uptime guarantees. Any exclusions or exceptions should be clearly defined, and the document should outline the process for requesting service credits. Finally, a good SLA should be reviewed and updated regularly to ensure it remains relevant and effective.


A well-crafted SLA is an essential aspect of any software service provider. It helps mitigate misunderstandings and disputes and ensures that both the provider and the client understand their roles and responsibilities. The examples above demonstrate what makes an effective SLA, including specific performance metrics, clear definitions, and easy-to-understand language. When creating an SLA, it`s important to keep these factors in mind and to regularly review and update the document to ensure it remains relevant and effective.

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