Create a professional cloud services SLA that clearly defines service guarantees, performance metrics, and compensation terms. Perfect for cloud providers and enterprise customers.
A Cloud Services Service Level Agreement (SLA) is a critical document that defines the guaranteed service levels, performance metrics, and accountability measures between cloud service providers and their customers. This comprehensive template helps establish clear expectations for cloud service delivery, uptime commitments, and support responsiveness.
This template is designed for cloud service providers and enterprises who need to establish formal service level agreements for cloud-based services. It covers essential aspects including uptime guarantees, performance metrics, support response times, and compensation mechanisms for service disruptions. The template ensures both parties have a clear understanding of service obligations and remedies.
Use this cloud services SLA template when:
Follow these steps to customize your cloud services SLA:
This template is commonly used for:
Follow these best practices when creating your cloud services SLA:
Adapt this template for specific cloud service types:
Organizations using this template have successfully:
Most cloud services offer between 99.9% and 99.999% uptime, depending on the service tier and infrastructure.
Service credits usually range from 10-30% of monthly fees based on the severity and duration of service disruptions.
Key metrics include uptime, response time, resolution time, data durability, and support response times.
Monthly reporting is standard, with some providers offering real-time dashboards for continuous monitoring.
Common exclusions include planned maintenance, force majeure events, and customer-caused incidents.