🤝 Free Service Level Agreement (SLA) Generator

Create a professional Service Level Agreement. Define uptime guarantees and support response times to close enterprise SaaS deals.

Why Your B2B Company Needs an SLA

If you provide critical infrastructure—like a CRM, web hosting, or IT managed services—your clients rely on your system to run their business. An SLA defines the financial boundaries of that reliance.

  • Close Enterprise Deals: Procurement departments at large corporations will usually block the purchase of any B2B SaaS tool that does not offer a standard SLA defining uptime and disaster recovery.
  • Limit Output Liability (Service Credits): If your server crashes and a client loses $100,000 in sales, an SLA protects you. It limits their compensation exclusively to "Service Credits" (e.g., a free month of software), preventing catastrophic lawsuits for lost revenue.
  • Set Support Boundaries: An SLA clearly defines that "Severity 1" (System Down) tickets get a 1-hour response time, while "Severity 3" (Bug/Feature) tickets get a 24-hour response time, preventing client abuse of your support staff.
  • Define Exclusions: A well-written SLA explicitly states that planned maintenance windows and "Act of God" force majeure events do not count against your 99.9% uptime guarantee.

Frequently Asked Questions

What does 99.9% uptime actually mean?

Referred to as "three nines," it allows for 43 minutes and 49 seconds of downtime per month. "Four nines" (99.99%) allows for just 4.38 minutes per month.

What is a "Service Credit"?

Rather than reimbursing a client for their total lost business during an outage, an SLA dictates they receive a percentage of their monthly subscription fee back as a credit toward their next invoice.

Should startups offer an SLA?

Only if you are targeting B2B enterprise customers. For B2C or early-stage SMB software, offering a harsh SLA can financially cripple you if AWS goes down.