Sample template for a Service Level Agreement (SLA) that you can use as a starting point. This template covers some common sections and elements typically found in an SLA:

[Your Company Name]

[Service Level Agreement]

Effective Date: [Date]

Service Overview:

1.1 Description: [Provide a brief description of the service being provided.]

1.2 Scope: [Define the specific features, functionalities, and deliverables included in the service.]

Service Levels:

2.1 Uptime:

- Target Uptime Percentage: [e.g., 99.9%]

- Calculation Method: [Explain how uptime will be measured and calculated.]

- Remedies: [Specify the remedies if uptime falls below the agreed target.]

2.2 Response Time:

- Priority Levels and Response Time Targets:

- Critical: [e.g., within 1 hour]

- High: [e.g., within 4 hours]

- Medium: [e.g., within 8 hours]

- Low: [e.g., within 24 hours]

- Measurement Method: [Explain how response time will be measured and documented.]

2.3 Resolution Time:

- Priority Levels and Resolution Time Targets:

- Critical: [e.g., within 4 hours]

- High: [e.g., within 24 hours]

- Medium: [e.g., within 72 hours]

- Low: [e.g., within 7 days]

- Measurement Method: [Explain how resolution time will be measured and documented.]

Responsibilities:

3.1 Service Provider Responsibilities: [Outline the responsibilities of the service provider.]

3.2 Customer Responsibilities: [Specify the responsibilities of the customer.]

Communication:

4.1 Communication Channels:

- Primary Contact: [Specify the primary point of contact for the customer.]

- Support Channels: [List the available channels for reporting issues and seeking support.]

Escalation Procedures:

5.1 Issue Escalation:

- Level 1: [Specify the steps and individuals involved at the first level of escalation.]

- Level 2: [Specify the steps and individuals involved at the second level of escalation.]

- Level 3: [Specify the steps and individuals involved at the third level of escalation.]

Performance Monitoring and Reporting:

6.1 Performance Reports: [Specify the frequency and format of performance reports to be provided by the service provider.]

6.2 Performance Reviews: [Explain how performance reviews will be conducted and any associated meetings.]

Remedies and Penalties:

Remedies: [Specify the remedies that may be applied if service levels are not met.]

Penalties: [Outline any applicable penalties or consequences for service level breaches.]

Review and Amendment:

Review Period: [Specify the frequency at which the SLA will be reviewed for potential updates.]

Amendment Process: [Explain how amendments to the SLA will be handled.]

Term and Termination:

Term: [Specify the initial term of the agreement and any renewal periods.]

Termination: [Outline the conditions under which either party can terminate the agreement.]

Governing Law and Dispute Resolution:

Governing Law: [Specify the governing law that will apply to the agreement.]

Dispute Resolution: [Outline the procedures for resolving disputes, including any arbitration or mediation clauses.]

This is a basic template that can be customized to fit the specific needs of your service and the agreement between the service provider