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16 Examples of SLAs

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A service level agreement, or SLA, is a common term for formal service commitments that are made to customers by service providers. The following are illustrative examples of commitments that are commonly included in service level agreements.


The service will be available 99.95% of the time.

Response Time

The service will respond to requests within 1 second.

Load Time

Screens will load within 3 seconds.

Data Backup

Data will be backed up daily.

Data Restored

Data will be restored within 1 hour of an authorized restore request.

Maintenance Window

Maintenance downtime will be restricted to Sunday mornings from 02:00 to 04:00.


The service will be scaled up to 100 machines upon demand.

Help Desk Availability

Help desk will be available by phone, email and chat on a 24/7 basis.

First Contact Resolution

80% of help desk requests will be resolved within the first interaction with the user.

Incident Response Time

A response to incidents will be initiated within 15 minutes of notification.

Resolution Time

Level one incidents will be resolved within 3 hours.


An incident report will be shared with customer within 24 hours.


The service will handle loads of up to 1000 transactions a second.


North American network latency will not exceed 10 milliseconds.


The defect rate will be less than 1 percent.

User Satisfaction

The user satisfaction rate with help desk will be 80% or higher.


Technology services typically include an uptime commitment such as 99.99%, known as four nines. Uptime is also commonly known as availability.

Call Metrics

Call center services typically include an array of call metrics such as average queue time and call abandonment rate.

Customer Satisfaction

Customer services such as a help desk are commonly measured with customer satisfaction rate.

Turn Around Time

The time required to complete an activity. Measured as an average, mean or maximum. For example, an SLA for a delivery service may commit to an average delivery time of 2 days and refunds if deliveries are later than 4 days.


Measurements of service quality may be automated or obtained by quantification. For example, a communications platform may offer a call quality objective in its SLA that can be measured by asking people to rate the quality of calls.

Mean Time to Recovery

The mean time to recover from incidents.

Mean Time Between Failures

The mean time between incidents. Usually only measured for major incidents.


Metrics related to unfinished work such as service request backlog. Often measured as the average age of the backlog. For example, a help desk may guarantee that its request backlog will not exceed an average age of 2 days.

Business Results

Service commitments directly related to business results such as revenue, sales conversions or customer churn. This is appropriate in cases such as business process outsourcing where a service is directly delivering business objectives.
Overview: Service Level Agreement
Definition (1)
A set of formal commitments made to a customer by a service provider.
Definition (2)
A contact that specifies a set of measurable service objectives.
Also Known As
Related Concepts
Next: Service Level Objective
More about service management:
Customer Service
Data Backup
Help Desk
Response Time
Service Management
Service Quality
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