Free Template
The IT Maintenance SLA Template
A clause by clause starting point for a maintenance and support service level agreement, with severity definitions, a metrics table, and the terms that decide what happens when something goes wrong.
What you get:
- Five decisions to settle before you draft a single clause
- A severity matrix defined by business impact, with response, update cadence and resolution targets
- 14 drafted clauses covering scope, hours, measurement, exclusions, credits, escalation, security and exit
- The clauses providers most often push back on, the objection you will hear, and a reasonable landing point
- A 12-point review checklist to work through before signature
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An SLA is not a marketing document with numbers in it
It is the answer to three questions: what is covered, how quickly will somebody act, and what happens when they do not. Most maintenance agreements answer the first, gesture at the second, and skip the third entirely. That third one is the whole point. A response target with no measurement clause, no reporting obligation and no remedy is a preference, not a commitment, and you will only find that out on the day you need it.
Severity by impact, not by guesswork
The most common failure in a maintenance SLA is a severity scale nobody can apply consistently, so every ticket becomes a negotiation at the worst possible moment. The matrix defines each level by what is actually happening to the business, which is the only definition both sides can agree on while the system is down.
Use it on the agreement you already have
You do not need to be signing something new for this to be useful. Read the clause library against your current contract and the gaps tend to be obvious within twenty minutes, most often around measurement, exclusions and exit assistance.
Get the template
Enter your email above. The full clause library, the severity matrix and the review checklist are on the next page. This is a starting point for your own drafting, not legal advice, and it should be reviewed by your attorney before signature.