Service level agreement template
A service level agreement sets out the level of service a supplier has promised, how it will be measured, and what happens if it falls short. This one is the performance levels schedule of the Crown Commercial Service mid-tier contract: key performance indicators, thresholds, service credits and the monitoring and review meetings. It is agreed alongside a support or managed service contract.
Adapted from Cabinet Office (13 February 2025). Contains public sector information licensed under the Open Government Licence v3.0.
What changes each time
12 values. Everything else is your wording, kept exactly.
The performance indicators
- Key performance indicators
- KPI Performance Measure
- KPI Threshold
- Service credit
- Measurement period
Performance ratings
- Approaching Target range
- Requires Improvement range
- Inadequate range
- Inadequate KPI Threshold
- Description of the Other rating
Monitoring and review
- Time to agree the monitoring process
- Time to hold a review meeting after each report
The rules it usually needs
Written in plain English when the template is set up.
- Once for each item
“One row of the service levels table for each key performance indicator.”
The agreed table had four KPIs, so the table has four rows, each with its own measure, threshold and service credit.
One worked example, start to finish
The service level agreement in DocuWeave, from upload to approval.
1The document uploaded
The Crown Commercial Service mid-tier Schedule 10 (Performance Levels), a Word file, uploaded as it is.
- 2
The template it became
It found 11 sections and 42 values, and asked 7 questions before publishing. The KPI table repeats once for each indicator.
3The paperwork dropped in
The agreed-terms email and the KPI and service credit table.
4What was found, with sources
15 of 15 values filled from the paperwork, each with the passage it came from.
5What it asked
8 things for a person: the rating ranges and the KPI table the template says are always checked.
6The approved output
Approved, with Word and PDF downloads of exactly what was approved.
A free service level agreement to download
- Service level agreement, filled with fictional details (Word)
- Service level agreement, filled with fictional details (PDF)
Use it as it is, or upload it to DocuWeave and make it a template.
DocuWeave is not a law firm. A general template for common situations in England and Wales. It is not tailored to you and we do not update it when the law changes, so check it suits your situation before you use it. Terms.
Adapted from Cabinet Office (13 February 2025). Contains public sector information licensed under the Open Government Licence v3.0.
Questions people ask
What is a service level agreement?
A contract or schedule that sets the standard of service a supplier will provide, such as uptime or response times, how it is measured and what the customer gets if the supplier misses it.
What is a service credit?
A price reduction the supplier gives the customer for missing a service level, usually a percentage of the monthly charges. In this schedule it is a price adjustment and not an estimate of the customer's loss.
What is the difference between a KPI measure and a KPI threshold?
The measure is the level the supplier is expected to meet. The threshold is a lower level; falling below it entitles the customer to more than service credits alone.
What should be in an SLA for IT support?
The services covered, support hours, response and resolution targets by priority, availability, how performance is reported and reviewed, service credits and what counts as a serious failure.
Can I use my own service level agreement instead of this one?
Yes. Upload your own Word or PDF version and DocuWeave turns it into a template in your wording, with the same kind of rules and the same filling from paperwork.
Use this template
It opens in DocuWeave as a template you can check, change and publish. Nothing is used until you do.