Service Level Agreement (SLA) Template (MS Word/Excel)

You can use this Service Level Agreement template including 2 pre-formatted templates in MS Word for your next project. Each template has 26 pages of sample material including sections on Scope of maintenance, Financials, Reporting, Terms and Conditions, Service Level Agreement, Expected Growth and Change, and Costs.

You also get 3 free Excel spreadsheets for managing the List of Items covered in the SLA, Budget, and a Contract Directory for keeping track of your Service Providers.

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Service Level Agreement Template : Screenshots

Service Level Agreement – template

SLA Excel Spreadsheets

Service Level Agreement: Table of Contents

1. Executive Summary
1.1 General overview
1.2 Scope of maintenance
1.3 Financials
1.4 Key Contacts
1.5 Hours of coverage
1.6 Reporting

2. Terms and Conditions
2.1 Agreement period
2.2 Reviewing the Service Level Agreement
2.3 Renewing the Service Level Agreement
2.4 Maintaining the Service Level Agreement
2.5 Changing the Service Level Agreement
2.6 Changing [Service Provider] 2.7 Discontinuing Maintenance
2.8 Service goals
2.9 Failure to meet Terms & Conditions
2.10 [Service Provider] Location
2.11 Maintenance Continuity
2.12 Roles and Responsibilities
2.13 Third Parties
2.14 Project Start-Up

3. Service Level Agreement
3.1 Supported Hardware and Software
3.2 Schedule
3.3 Preventative Maintenance & Scheduled Unavailability
3.4 Non-Scheduled Downtime
3.5 Security
3.6 Reliability Objectives
3.7 Problem Reporting
3.8 Backup and Recovery
3.9 Business Continuation
3.10 Expected Growth and Change
3.11 Application Users and Volume Metrics
3.12 Performance Expectation
3.13 Periodic Review
3.14 Logging Issues
3.15 Tracking Issues

4. Costs
4.1 Cost Schedule
4.2 Pricings per year
4.3 Changes
4.4 Overtime
4.5 Travel Expenses
4.6 Authorized Charges
4.7 Final Problem Resolution
4.8 Method of Payment

5. Signature Page


Product Format & Contents

The templates are in Microsoft Word and Excel format (.docx and .xlsx) and can be downloaded online for only $9.99.

The template pack includes the following documents:

SLA Template #1 26 pages Download Word template
SLA Template #2 26 pages Download Word template
SLA Items List, Budget, and Contract Directory spreadsheets 3 spreadsheets Download Word template

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Product Specifications

File Format: The templates are in Microsoft Word (.docx) and Microsoft Excel (.xlsx) format.

Opening the Files: You don’t need any special software to unzip the files. To unzip the files, right click on it, then select Extract, and save it to your computer.

Getting Started: Depending on your MS Office settings, the files may say Read Only when you open them. If this occurs, click FileSave As and save the files. There are no security settings on any of the files.

Images: All of the images in the templates are copyright free.

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Here is a sample list of our customers.

Technical Support

I am here to help you with any questions. You can contact me directly if you need any helping using these templates.

What file formats do the templates work in?

The files work in MS Word 97, 2003, 2007, Office 2010, Office 2016, Windows 7, XP, Vista, and Apple iWork (if you have Word for Mac), and Google Docs.

How do I get my templates?

After you make the payment, you are sent an email. This has a link to a Download Page from where you can save the templates,

Where are my templates?

By default, when you download the files, they are saved to the Download folder on your computer.

What is the refund policy?

We offer a 60 days refund policy.

I have not received my product. Who do I contact?

Please email ivan at or info at or ivanawalsh at Please include your order number.

Help! I’ve accidentally deleted my templates!

Just drop us a line with the order number. We’ll send it out.

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If you open a zip file during the download, it may display an error message that the file is corrupt. What this means is that not all of the file have downloaded and therefore the system thinks its contents are corrupt. Please try to download the file again or contact us for assistance. Email us the receipt number you received from eJunkie and we’ll send you another copy.

How Do I Buy the Templates?

This page explains the order process.

It shows how to order templates, how can you pay (with PayPal or with Credit Cards), and how to download the template.

How do I Download the Templates?

After you buy the order, you’ll get an email with a link to download the templates.

If you have any problem downloading the templates, send me the order number and I will get back to you.

Please allow 12 hours for a response as our time zone may be different than yours.

How do I Pay with my Credit Card (Instead of PayPal)

This page explains how to buy templates using your credit card instead of PayPal.

Note: You do NOT need a PayPal account to place an order. You can pay for your order using your credit or debit card.

Read How to Pay with Your Credit Card (Instead of PayPal) here.

How Can I Contact You?

You can contact me at:

  • Email: ivan at / info at / ivanawalsh at
  • Tel: 00.353.860.886.349
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As we’re in Europe, there may be a time difference when getting back to you.

Again, if there are any problems, just let me know.


Ivan Walsh

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