SALES & CUSTOMER CONTRACTS

Service Level Agreement (SLA)

Attach to a services or software agreement when the client wants measurable service standards. It defines priorities, response and resolution times, how performance is measured and reported, and the service credits payable when targets are missed.

Saved letters

Nothing saved yet

Use Save to keep a named copy of this letter, for example one per employee.

Fill in the details

2 of 11 required fields filled

9 required fields still empty — shown highlighted in the letter.

First party (your business) *

First party entity type

First party registered address *

First party signatory & designation *

Second party *

Second party entity type

Second party address *

Second party signatory & designation *

Main agreement this SLA supplements

Service covered *

Support hours

Monthly availability target (%)

Priority 1 response (hours)

Priority 1 resolution (hours)

Priority 2 response (hours)

Priority 2 resolution (hours)

Priority 3 response (support hours)

Priority 3 resolution (working days)

Monthly service fee (₹) *

Service credit per breach (% of monthly fee)

Monthly cap on credits (% of monthly fee)

Place *

Date *

Courts / seat of arbitration (city) *

Laws this relies on

Indian Contract Act, 1872 · Section 74Where a sum is named for breach, only reasonable compensation up to that sum is recoverable — service credits must be a genuine pre-estimate.
Indian Contract Act, 1872 · Section 73Compensation for loss naturally arising from breach; no remote or indirect loss.
Arbitration and Conciliation Act, 1996 · Section 7Disputes go to arbitration under the written arbitration clause.

How to execute

Print on non-judicial stamp paper of the value your state requires (or e-stamp), then sign with witnesses.

Print on non-judicial stamp paper or an e-stamp certificate of the value prescribed by the Stamp Act of the state where it is signed — stamp duty varies by state. Both parties should initial every page and sign before two witnesses. If it is a schedule to an already stamped main agreement, it may not need separate stamping — check with your advocate.

Click anywhere in the letter to edit it. Changes to the form keep flowing in.

This is a general template, not legal advice. Laws, stamp duty and procedures vary by state and change over time — have a qualified advocate review it for your facts before signing or sending.