A service level schedule for software-as-a-service – availability commitment and how it is measured, planned maintenance, support response times, service credits, status reporting and exclusions – to attach to your SaaS terms.
Tech & SaaS
SaaS Service Level Agreement (Uptime and Support Schedule)
About this document
Business customers buying software-as-a-service want to know how reliable the service will be and what happens if it goes down. A service level agreement (SLA) sets a measurable availability target, explains how downtime is measured and what counts as an exclusion, and gives the customer service credits if the target is missed. This schedule is designed to sit alongside the SaaS Subscription Terms in this range.
The document is laid out in the sections below. Each one comes with a plain-English guidance note explaining what it does and what to change.
Our templates are professionally structured starting points for UK businesses, not legal advice. For anything complex, unusual or high-value, have your final version checked by a solicitor.
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Tech & SaaS
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Editable Microsoft Word files
Guidance notes in every document
Written for UK businesses
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