Service level agreement (SLA) template for agencies
An SLA sets the response and service commitments behind a support contract - so 'we'll get to it' becomes a number both sides agreed. It turns vague availability into a promise you can hold to (and be held to). It pairs with your retainer. Copy it below, or track tickets and response times in a branded client portal.
0/3 filled - the rest of the [prompts] you finish in your copy.
SERVICE LEVEL AGREEMENT This SLA is made on [date] between [Agency name] ("Agency") and [Client name] ("Client"), and forms part of the [retainer / master service agreement] between them. 1. SERVICES COVERED [What this SLA applies to, e.g. "hosting, maintenance and support of the client portal".] 2. HOURS OF COVER - Support hours: [e.g. Mon-Fri, 9am-5pm, excluding public holidays] - Out-of-hours: [not covered / emergency only at [rate]] 3. RESPONSE & RESOLUTION TARGETS | Priority | Example | Respond within | Resolve / update within | |-----------|---------------------------|-----------------|-------------------------| | P1 urgent | site down, can't log in | [1 hour] | [same day] | | P2 high | a key feature broken | [4 hours] | [2 business days] | | P3 normal | a small bug or change | [1 business day]| [5 business days] | | P4 low | a question or minor ask | [2 business days]| [as scheduled] | 4. WHAT'S NOT COVERED - [New features / out-of-scope work - quoted separately via a change order] - [Issues caused by client changes or third-party outages] 5. CLIENT RESPONSIBILITIES - Report issues via [the agreed channel] with enough detail to reproduce. - Provide timely access and approvals. 6. REPORTING - The Agency shares a [monthly] summary of tickets, response times and any misses. 7. IF WE MISS A TARGET - [e.g. "A service credit of [X]% of the monthly fee per missed P1/P2 target, capped at [Y]%."] 8. REVIEW & TERM - Reviewed every [quarter]; runs alongside the [retainer / MSA] and ends with it. SIGNED Agency: __________________ Name: [name] Date: ________ Client: __________________ Name: [name] Date: ________
pick a version, copy it, or download as .docx or .pdf — then make it yours.
How to fill it in
Tie priorities to examples
P1/P2/P3 mean nothing without examples. 'Site down = P1' stops the every-ticket-is-urgent problem.
Set response AND resolution
Responding fast then going quiet isn't service. Commit to both an acknowledgement and an update/fix window.
Define hours of cover
Be explicit about when the clock runs - and price out-of-hours separately if you offer it.
Carve out what's not covered
New features and client-caused issues aren't support - say so, and route them to a change order.
Make a miss mean something
A small service credit for missed targets keeps the SLA honest - and signals you take it seriously.
A filled-in SLA
A realistic, filled-in version - so you can see what good looks like before you start.
SERVICE LEVEL AGREEMENT
This SLA is made on 1 May 2026 between Northwind Studio ("Agency") and Acme Roasters Inc.
("Client"), and forms part of the retainer between them.
1. SERVICES COVERED
Hosting, maintenance and support of Acme's client portal and brand site.
2. HOURS OF COVER
- Support hours: Mon-Fri, 9am-5pm UK, excluding public holidays
- Out-of-hours: emergency only, at 1.5x
3. RESPONSE & RESOLUTION TARGETS
| Priority | Respond within | Resolve / update within |
|-----------|------------------|-------------------------|
| P1 urgent | 1 hour | same day |
| P2 high | 4 hours | 2 business days |
| P3 normal | 1 business day | 5 business days |
[Sections 4-6 as in the template - exclusions, client responsibilities, reporting.]
7. IF WE MISS A TARGET
5% service credit of the monthly fee per missed P1/P2 target, capped at 25%.
8. REVIEW & TERM
Reviewed quarterly; runs alongside the retainer and ends with it.
SIGNED
Agency: __Maya R.__ Name: Maya Rourke Date: 1 May 2026
Client: __Dana P.__ Name: Dana Park Date: 1 May 2026This is a starting template, not legal advice. Have a qualified professional review any agreement before you rely on it.
Common mistakes
- Priority levels with no examples, so everything becomes 'urgent'.
- Promising a response time but no resolution window - fast acknowledgement, slow fix.
- Leaving hours of cover vague, so you're on the hook 24/7 by implication.
- No exclusions, so every new feature request counts as 'support'.
- An SLA with no consequence for a miss - which makes it a wish, not an agreement.
Make the SLA self-evident
An SLA nobody can see is an SLA nobody trusts. Forge gives each client a branded client portal showing tickets, response times against target, and the monthly summary - so your responsiveness is visible proof, not a claim.
Frequently asked questions
What is a service level agreement?
An SLA sets the service commitments behind a contract - response and resolution times, hours of cover, what's included, and what happens if targets are missed.
Do agencies need an SLA?
If you offer ongoing support, maintenance or a retainer with responsiveness promises, an SLA turns vague availability into clear, agreed targets.
What's the difference between an SLA and a retainer?
The retainer defines what you deliver and the fee; the SLA defines how responsively you'll support it. They usually sit together.