Customisable service level agreement template for IT support contracts with response time tiers, escalation paths, and KPIs.
Define clear expectations with your IT support provider using this professionally drafted SLA template. Designed for UK businesses, it covers tiered response and resolution times, escalation procedures, reporting requirements, and measurable KPIs. Fully customisable to match your organisation's specific needs, it ensures accountability and transparency in your managed IT support relationship.
UK business owners and IT directors entering into or renegotiating managed IT support contracts who need a clear, enforceable service level agreement.
A solid SLA defines response and resolution times by priority tier, escalation contacts, reporting cadence, and what happens if targets are missed. It should also state scope inclusions and exclusions clearly, since disputes usually arise from vague wording rather than missed deadlines.
Most UK SLAs use a four-tier structure: P1 critical issues within 15 to 30 minutes, P2 high priority within 1 to 2 hours, P3 medium within 4 to 8 hours, and P4 low priority within one business day. Resolution targets are usually longer and vary by issue complexity.
Common approaches include service credits, typically 5 to 15 percent of the monthly fee per missed tier, or an escalation clause requiring senior management review after repeated breaches. Persistent failure to meet SLA targets should also trigger an exit right without penalty.
Compare the proposed SLA against your business risk tolerance, checking response times match how critical each system is to daily operations. This free template gives a starting structure covering tiers, escalation, and reporting so you can negotiate from a position of clarity rather than accepting a provider's default terms.
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