Compliance Pack
SLA Template
A service level template for contract discussions and vendor alignment.
Service Availability
Target uptime: [Insert % per calendar month]
Measurement window: [Insert measurement period]
Support Response
Critical incidents: [Insert response time]
High priority: [Insert response time]
Normal priority: [Insert response time]
Maintenance Windows
Planned maintenance notice: [Insert notice period]
Emergency maintenance: [Insert procedure]
Service Credits
Credits schedule: [Insert credit tiers]
Request process: [Insert process]
This template is for drafting purposes and should be adapted to your contracted terms.