SaaS Service Level Agreement (SLA) Template
1. Agreement Overview
2. Service Scope
3. Service Availability
4. Support and Maintenance
5. Incident Management
| Priority |
Description |
Response Time |
Resolution Time |
|
|
|
|
|
6. Customer Responsibilities
7. Exclusions
8. Service Credits
9. Review and Changes
10. Signatures
| Service Provider |
Customer |
Name:
Title:
Date:
|
Name:
Title:
Date:
|