How to Create a Service Level Agreement: A Step-by-Step Guide (Template)

Gijs Ooijen
May 14, 2023
min read
September 19, 2023
Photo credit
Creating a service level agreement can be a daunting task, but it doesn’t have to be. Learn how to create an SLA and grab our free template.
Generate Process Docs Free!


Do you find it challenging to set and manage expectations with your clients or service providers? If you're nodding your head, don't worry — you're certainly not alone. Fortunately, there's a solution that can help: Service Level Agreements (SLAs). 

At its core, an SLA is a document that outlines the expectations, responsibilities and metrics associated with a service agreement between a provider and a client. It's like a roadmap that sets out:

  • What is expected from each party.
  • How you'll measure service quality.
  • What happens when things don't go as planned. 

In this article, we'll dive into the world of SLAs and explore what they are, why they're essential, and what you should include in one. So, if you're looking to improve your business relationships, avoid misunderstandings, and ensure that you're getting the level of service you deserve, read along. 

What is a Service Level Agreement (SLA)?

Setting and managing client expectations is a critical aspect of any business relationship — yet it can often be among the most challenging. Without clear communication and guidelines in place, misunderstandings can quickly arise, leading to frustration, dissatisfaction and even lost business. 

This is where a Service Level Agreement (SLA) comes in. An SLA is a contract between a service provider and a client that outlines the level of service that will be provided, as well as the metrics that will be used to measure that service.

In short, a service level agreement sets out the promises that a service provider makes to its clients. It defines the level of service that will be provided, the expected response times and the remedies that will be available if those promises are not met. Like a wedding vow, an SLA sets the tone for the relationship and provides a framework for holding both parties accountable.

An SLA can be the difference between a thriving business relationship and a rocky one. It sets the tone for clear communication and expectations, reducing misunderstandings and building trust. With a service level agreement in place, clients have a clear understanding of what level of service they can expect, while service providers have a framework for measuring and improving service quality over time. And in the event of a dispute, an SLA can provide a lifeline, ensuring that everyone is held accountable and working towards a common goal. 

Why does an SLA matter?

Service level agreements are essential in any business that offers services to clients. But why exactly?

There are many reasons why service level agreements matter. Here are five reasons why SLAs are essential.

  • Clearly defines expectations. A service level agreement sets clear expectations between the service provider and the customer, ensuring that both parties are on the same page.
  • Ensures quality of service. By outlining the quality of service that the customer can expect, an SLA helps to ensure that the service provider delivers a consistent level of service.
  • Helps to manage risk. An SLA can include provisions that manage risk, such as disaster recovery plans, reducing the likelihood of service interruptions.
  • Increases efficiency. A service level agreement can include performance metrics that help the service provider to identify areas for improvement, leading to greater efficiency and productivity.
  • Promotes accountability. By outlining the responsibilities of both parties, an SLA promotes accountability and ensures that each party is held responsible for meeting their obligations.

A well-crafted service level agreement is an essential tool for any business that provides services to clients. By defining the terms of the relationship between the service provider and the customer, an SLA sets the foundation for a successful partnership. A properly executed service level agreement can help minimize disputes and misunderstandings, saving time, money and frustration for both parties involved.

Taking the time to develop a solid SLA is an investment that pays off in the long run.

What to include in a Service Level Agreement?

When it comes to creating a service level agreement, there are a lot of different elements to consider. An SLA serves as a critical tool for managing expectations, measuring and improving service quality and resolving disputes in any business relationship. But with so many potential components to include, it can be hard to know where to start. Time to break down the critical elements of an SLA step-by-step, from the agreement overview to the appendix.

1. Service Level Agreement

In a service level agreement, the basic information section is like the foundation of a building. Even though it may not be the most captivating part of the document, it's critical to establish the necessary groundwork. 

This section provides essential details such as the version number, change history and approvals. It's crucial to ensure that these elements are accurate and complete; otherwise, the rest of the SLA may be compromised. Essentially, the basic information section sets the tone for the entire document, so it's crucial to get it right.

2. Agreement Overview

The Agreement Overview section of a service level agreement is like the "table of contents" of the document. It sets the stage for what's to come and provides an overview of what the document will cover.

In this section, you'll find the introduction, which should give a brief overview of the relationship between the service provider and the client. It's important to establish the context of the SLA, so that both parties are clear on what the document is meant to achieve.

Another key element of the Agreement Overview is the definitions, conventions, acronyms and abbreviations used throughout the document. These can be technical terms or industry jargon that may not be familiar to everyone involved. 

The purpose of the service level agreement should also be outlined in the Agreement Overview. This can include things like the scope of services to be provided, the expected service levels and any metrics or reporting requirements. It's important to be specific and detailed in this section, so that both parties have a clear understanding of what's expected.

Finally, the contractual parameters of the SLA should be clearly defined. This can include things like the duration of the agreement, the responsibilities of each party and the process for reviewing and revising the service level agreement. By outlining these parameters upfront, you can avoid misunderstandings and ensure that the document is legally sound.

Service Agreement

Now, we're moving on to the juicy stuff - the Service Agreement. This section is where you really get down to the nitty-gritty of your SLA. You'll define your KPIs, service levels, response times and everything else that ensures your service delivery meets or exceeds your client's expectations.

But that’s not all. You'll also detail any exceptions and limitations that could impact your service delivery. Nobody's perfect - and sometimes things can go wrong - but by laying out your responses and responsibilities in this section, you can be transparent with your clients and establish trust, even when the unexpected happens.

Of course, service management is also a critical aspect of any SLA. In this section, you'll lay out how you'll manage the delivery of your services, including how you'll monitor and report on your performance against your agreed-upon KPIs. By tracking your performance, you'll be able to identify areas for improvement and continue to fine-tune your service delivery to better meet your clients' needs. A great way to start tracking performance is by taking screenshots of every update, using one of these Chrome extensions.


The Appendix is a place to put important stuff that doesn’t really fit anywhere else in the document. It's like the junk drawer of the SLA - except instead of random bits and bobs, it contains crucial information that might not have a specific home elsewhere in the document. It seems less important than the other sections, but that is false.

The Appendix is crucial to a well-written service level agreement.

In the Appendix, you'll find things like pricing models and other financial details that are important but don't necessarily need to be front and center. This section is also where you might include additional documentation, like third-party vendor contracts, that are relevant to the service being provided.

How to successfully create a Service Level Agreement

Creating a Service Level Agreement can be a daunting task, especially when it comes to documenting processes. However, with the right tools and templates, it doesn’t have to be. 

One of the best tools for documenting processes to include in your SLA is Scribe Pages.

This powerful tool lets you templatize any type of content you create regularly, making it easy to create and share process documentation. With Pages, you can convert your basic layout into a customizable template and add individual scribes, rich media and text to design your training content. 

Seth even called it

“the best thing since sliced bread”! If that doesn’t convince you, I don’t know what will."

It’s really simple! Just check out this Scribe and learn exactly how to document your processes to add to your service level agreement with Scribe.

‎By using Scribe Pages to document processes for your SLA, you can harness the power of Scribe AI to create accurate and

Whether you're a service provider or customer, having a well-documented service level agreement can help avoid misunderstandings and build trust between both parties. 

Here’s a free *service level agreement template designed on Scribe to do all the heavy lifting for you:

service level agreement template

‎Service Level Agreement template

Creating an SLA is an important step in ensuring a successful partnership between service providers and customers. By clearly outlining expectations and responsibilities, SLAs can help avoid misunderstandings and conflicts that can negatively impact the relationship. With the help of tools like Scribe Pages, it’s an intuitive, easily shareable, and user-friendly process – a complete package!

Remember, an effective service level agreement should be customized to the specific needs of the parties involved and include clear and measurable metrics for success. Don't be afraid to revisit and update your SLA as needed to ensure that it continues to meet the changing needs of your business and customers.

We hope that this article has provided valuable insights into the world of SLAs and given you the tools and knowledge to create your own successful agreements. Now, it’s time to start creating! Let’s start simplifying your process documentation and take your business to the next level.

Try Scribe’s free service level agreement template to get started today!

Ready to try Scribe?

Scribe automatically generates how-to guides and serves them to your team when they need them most. Save time, stay focused, help others.