SLA Generator
Fill in the provider, client, uptime target, support hours, response times and service credits to build a complete Service Level Agreement live. The tool also works out the allowed downtime your uptime commitment permits each month and year. Copy, download a .txt file or print. Everything runs in your browser.
How to generate a service level agreement
- Enter the provider and client names, the service and the effective date.
- Set the uptime percentage, support hours, response times per priority, credits and governing law.
- Review the live preview and downtime budget, then copy, download the .txt or print it.
Examples
99.9% uptime, 24x7 support
Provider: Northwind Cloud Services; Client: Acme Retail Group; Uptime: 99.9%; Support: 24x7; Critical response: 30 minutes; Law: California
SERVICE LEVEL AGREEMENT ... 3. Service Availability ... at least 99.9% of the time ... no more than approximately 43.83 minutes of unavailability per month, or approximately 8.77 hours per year ...
Frequently asked questions
Is my information sent to a server?
No. The agreement is assembled entirely in your browser with JavaScript. Nothing you type, including provider, client, uptime or credit terms, is uploaded, logged or stored anywhere.
Is this SLA template legal advice?
No. This is a general template, not legal advice. Service terms and liability rules vary by jurisdiction and contract, so review the output and have a qualified lawyer check it before anyone signs or relies on it.
What does the uptime percentage actually mean?
Uptime is the share of time the service is committed to be available, measured per period. A higher percentage allows less downtime: 99.9% permits about 43.8 minutes of downtime per month and roughly 8.77 hours per year, while 99% allows about ten times that. The tool computes this allowed-downtime budget for you from the percentage you enter.
How is the allowed downtime calculated?
It takes the unavailable fraction, which is (100 minus your uptime percentage) divided by 100, and applies it to an average month and year (using 365.25 days). For example 99.95% leaves a 0.05% unavailable fraction, which is roughly 21.9 minutes per month. A 100% commitment yields zero allowed downtime.
What is the difference between response time and resolution time?
The response times you set are targets to acknowledge an incident and begin work, grouped by priority such as critical, high, medium and low. They are not a guaranteed time to fully resolve the issue. The generated document states this distinction so expectations are clear.
Can I edit the agreement after generating it?
Yes. Download the .txt file or copy the text into your word processor, then adjust the exclusions, service credit remedy and any clause to match your contract before signing. Empty fields show bracketed placeholders so you can spot what still needs filling in.
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