Free Tool
Define service levels, response times, and escalation procedures — then download a professional template.
A professional, ready-to-use SLA document customised to your requirements.
Industry-standard SLA structure covering availability, priorities, escalation, service credits, KPIs, and more.
Define response and resolution targets for each severity level, with example scenarios your team can reference.
Download as Markdown or plain text. Customise further in your own tools, then share with your team or clients.
Quick Start
Choose an industry template to pre-fill sensible defaults, or start from scratch.
Standard IT service desk SLA with 4 priority levels, 99.9% availability, and business hours support.
Customer-facing support SLA with 3 priority levels, 99.5% availability, and extended hours.
FCA-compliant insurance operations SLA with 4 priority levels and regulatory timescales.
Project-based professional services SLA with 3 priority levels and milestone-driven targets.
A Service Level Agreement is a contract between a service provider and their customer that defines the expected level of service. It sets measurable targets for response times, resolution times, uptime guarantees, and escalation procedures — giving both parties a shared understanding of what “good” looks like.
Without a formal SLA, service expectations are ambiguous. Teams disagree on priorities, customers feel ignored, and there is no objective way to measure whether the service delivered meets the standard promised. This leads to churn, internal friction, and reputational damage.
An effective SLA is specific, measurable, and realistic. It should include clearly defined priority levels (critical, high, medium, low) with distinct response and resolution targets for each. It should state the service hours and availability target (e.g. 99.5% uptime), define an escalation path when targets are missed, and specify the reporting cadence so both parties can track performance.
Many organisations also include service credits — financial penalties applied when the provider fails to meet agreed targets. These create accountability and demonstrate to customers that the provider takes their commitments seriously.
This free tool generates a professional SLA document in four steps. First, you define the service and the parties involved. Then you set priority levels with response and resolution targets. Next, you configure escalation contacts and optional service credits. Finally, you review the generated SLA and download it as a Markdown file, ready to adapt for your business.
You can start from one of four industry templates — IT support, managed services, SaaS, or customer service — or build a custom SLA from scratch. Everything runs in your browser; no data is stored on our servers.
This tool is designed for operations managers, service delivery leads, IT teams, and business owners who need to formalise their service commitments without hiring a consultant or starting from a blank document.
Related Resources
Explore guides and use cases related to this tool.
SwiftCase monitors response times, resolution targets, and availability in real time. Automated escalations, live dashboards, and SLA compliance reports — built in.
