📄 Service Level Agreement (SLA)
A Service Level Agreement (SLA) is a legally binding contract between a service provider and a client that defines the level of service expected, measurable performance standards, and remedies or penalties if agreed service levels are not met. An SLA protects both parties by setting clear expectations and accountability.
At Classic Trade Mark Office, we help you draft precise and enforceable SLAs that build trust, reduce risks, and ensure smooth business relationships.
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📜 What is a Service Level Agreement (SLA)?
An SLA clearly outlines:
✅ The type and scope of services to be provided
✅ Specific performance standards and measurable metrics (response time, uptime, quality benchmarks, etc.)
✅ Roles and responsibilities of both parties
✅ Reporting procedures and monitoring tools
✅ Consequences for failing to meet agreed service levels (penalties, credits, termination rights)
✅ Dispute resolution process
An SLA provides clarity and prevents misunderstandings by putting every important term in writing.
📜 How to Use a Service Level Agreement?
✅ Identify the Scope: Clearly define what services will be provided, in detail.
✅ Set Measurable Metrics: Use KPIs (Key Performance Indicators) that can be tracked and verified.
✅ Agree on Monitoring & Reporting: Decide how performance will be monitored and how reports will be shared.
✅ Specify Remedies: Define what happens if service levels are not met — penalties, service credits, or contract termination.
✅ Review Regularly: Update the SLA periodically to match changes in business needs or technology.
📌 Pro Tip:
Always ensure your SLA aligns with your Master Services Agreement (MSA) or main contract. A well-drafted SLA minimizes risks, avoids disputes, and ensures professional relationships stay strong.
📌 Our Services Include:
✅ Free Consultation Call:
Discuss your service arrangement with our legal experts to understand exactly what your SLA should cover.
✅ Customized SLA Drafting:
We draft a Service Level Agreement from scratch — tailored to your industry, services, and client expectations.
✅ Review & Vetting:
Already have an SLA? Let us review it to ensure your rights and liabilities are well-protected.
✅ Related Contracts:
Need a Master Service Agreement, Vendor Agreement, or Independent Contractor Agreement? We can help with end-to-end drafting for all your business contracts.
Classic Trade Mark Office — making legal drafting Simple, Affordable, and Reliable.