Draft a strong SaaS SLA with our interactive checklist.

Free SaaS SLA Checklist

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Using this checklist to draft a SaaS SLA on your own, or create with our SaaS SLA builder.

1. Define service uptime commitment
State the guaranteed uptime percentage (e.g., 99.9%) and the measurement period (monthly or quarterly). This is the heart of any SLA.
2. Set support response and resolution times
Outline how quickly support will respond to different priority levels (e.g., critical, high, low) and target resolution timelines for each.
3. Detail service availability and maintenance windows
Specify your standard maintenance windows, how downtime is communicated, and whether such downtime counts against uptime guarantees.
4. Include incident management procedures
Describe how issues will be reported, tracked, escalated, and resolved. Include contact channels, status updates, and escalation paths.
5. Define performance metrics (e.g. latency, throughput)
List any performance KPIs such as maximum response times for APIs or UI latency, and the tools used to measure these metrics.
6. Specify remedies and service credits
If uptime or performance falls below thresholds, define how service credits or refunds will be calculated and issued to the client.
7. Address exclusions and force majeure
Clarify what situations are not covered by the SLA — such as third-party outages, user errors, or natural disasters beyond your control.
8. Set review and update procedures
Indicate how often the SLA will be reviewed and whether updates require mutual agreement or unilateral notice. Keep it adaptable.

Frequently Asked Questions

Answers to common questions about our free sample SaaS agreement.

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