Skip to main content
PandaDoc

e-Sign with PandaDoc

PandaDoc

SLA Cloud Computing Template

Image 1

Created by:

​[Sender.FirstName] [Sender.LastName]​

​[Sender.Company]​

Prepared for:

​[Client.FirstName] [Client.LastName]

​[Client.Company]​

Employ this SLA (Service Level Agreement) Cloud Computing template when formalizing the terms and expectations between a cloud service provider and a client. This template serves as a crucial tool for establishing clear benchmarks and responsibilities, ensuring a mutually agreed-upon framework that governs the quality of cloud services.

1. Service level agreement

This Service Level Agreement (SLA) (this "Agreement") is made by and between [Client.Company] a company in [Client.State] with offices located at [Client.StreetAddress] [Client.City] [Client.PostalCode] ("Client") and [Sender.Company], a company in [Sender.State] with offices located at [Sender.StreetAddress] [Sender.City] [Sender.PostalCode] ("Service Provider"), effective as of (Effective.Date) ("Effective Date").

WHEREAS, the Parties have entered into this Agreement effective as of (Effective.Date) for the provision by Provider of the Cloud Services (as defined therein) (the "Cloud Services"); and

WHEREAS, the Agreement states that the SLA is a condition precedent to any extended term of the Agreement; and

WHEREAS, the Client is willing to continue with the Agreement past the original end date solely upon the Service Provider's acceptance of the terms and conditions of the Agreement, and the Service Provider confidently accepts the terms and conditions herein;

THEREFORE, considering the preceding terms and conditions and the Cloud Services, the parties hereby agree as is outlined in the following sections:

Useful resources

Featured Templates
Sales Proposals
NDA Agreements
Operating Agreements
Service Agreements
Sales Documents
Marketing Proposals
Rental and Lease Agreements
Quote Templates
Business Proposals
Agreement Templates
Purchase Agreements
Contract Templates
Global Template - Banner

Unlimited templates
& signatures for 19$/month

Explore all plans

2. SLA Cloud Computing

An SLA isn’t always a standalone contract. Instead, it’s created as additions to existing contracts. If the original contract demands greater information, they’ll give service expectation specifications. Remember that this agreement doesn’t change the conditions of the previous contract.

Document Details and Change History

Version

Date

Description

Authorization

​

​

​

​

​

​

​

​

Document Approvals

Name

Role

Signature

Date

​

​

​

​

​

​

​

​

Last review (Date)

Next scheduled review (Date)

3. Agreement Overview

This section should outline the overview of the components to follow in SLA cloud computing.

  1. Introduction

  2. Definitions, abbreviations, acronyms, and conventions (A glossary)

  3. Responsibilities

  4. Contractual Specifications

3.1 Introduction

This is a Service Level Agreement (SLA) between [Client.Company] and [Sender.Company]. This document identifies the services required and the expected level of services between (Date) and (Date).

Subject to review scheduled by (Date).

3.2 Definitions, Abbreviations, Acronyms, and Conventions

In this section of the SLA cloud computing template, briefly discuss the terms used to describe services, responsibilities, scope, metrics, parameters, and other contractual information that can be subjectively construed in different situations.

Definition

Brief Description Terms

SLA

Service Level Agreement

Saas

Software as a service

Accuracy

The level of conformity between a result specification and a standard value.

Timeframe

The feature denotes action completion with enough time to meet SLA expectations.

IT Operations Dept.

A unit of [Client.Company] in charge of internal IT operations.

3.3 Responsibilities

This section focuses on both parties' SLA cloud computing responsibilities. It also aims to specify the SaaS specifications.

​[Client.Company] responsibilities:

  • ​[Client.Company] must provide all the required information and assistance-related needs for cloud service performance that allows the [Sender.Company] to meet the SLA cloud computing standards as outlined by this agreement.

  • ​[Client.Company] shall inform [Sender.Company] if any company changes may require review, amendment, or modification of the cloud services.

​[Sender.Company] responsibilities:

  • ​[Sender.Company] will function as the primary support provider for the services listed above unless third-party vendors who will assume suitable service support obligations are employed.

  • ​[Sender.Company] will notify [Client.Company] of scheduled and unscheduled service outages due to maintenance, troubleshooting, disruptions, or as otherwise required.

3.4 Contractual Specifications

In this part, you’ll specify the contract's policies and scope for application, renewal, modification, exclusion, limitations, and termination. It defines the contractual parameters of the agreement.

The Client shall request SLA cloud computing renewal at least (Period) prior to the expiration date of this agreement.

Both parties must agree upon early termination, amendments, modifications, and extensions. The Client requires a minimum of (Period) notice for early termination.

4. Service Agreement

Setting realistic service expectations in this section is important. Avoid disappointing clients and overspending on fees by setting the bar too high. This section includes various components that are key to SLA cloud computing.

4.1 Metrics and KPIs

Key performance indicators (KPIs) and additional relevant measures can and should complement your SLA cloud computing, but performing these alone does not guarantee the desired outcome for the client.

Metric

Commitment

Measurement

Availability

​

MTTR

Reliability

​

MTTF

Issue Recurrence

​

​

4.2. Service Levels, Rankings, and Priority

Consider implementing risk strategy and team management to assist with risk monitoring associated with cloud service level expectations and the repercussions of not meeting them for clients.

Risk Level

Description

Time Frame

Informational

Inquiry for information

48 Hours

Monitor

The issue addressed but potentially impactful in the future

Within 24 Hours

(Business Day)

Important

Potential for performance impact if not addressed

30 Minutes

Urgent

End-user impact initiated

20 Minutes

Critical

High risk of server downtime

10 Minutes

Outage

SaaS server down

Instant

4.3 Service Responses

Be very detailed about the cloud services you can provide. Don't leave room for interpretation here. You may consider adding a performance level with each service.

Service

Description

SLA Target

Performance Metrics

Measurement

Cloud Service

Interdepartmental communication services

99.999%

Resource availability

MTTR, MTTF

Cloud Storage

Storage service

99.999%

Recourse availability, Response time

MTTR, MTTF, Percentage capacity utilization

Cloud Networking

Hardware endpoints

99.999%

Resource utilization, Response time

MTTR, MTTF, Data transmission rate

4.4 Service Expectations and Limitations

Include any SLA cloud computing terms, application, and scope exceptions. This section should include that Cloud services are subject to the following exceptions and exceptional conditions.

  • ​[Sender.Company] must provide Cloud Service availability of 99.999% during the holiday season dated (Date) to (Date)

  • ​[Sender.Company] are not accountable for credit reimbursement for cloud service impact to (Region 1) and (Region 2) data centers due to natural disasters

  • A Severity Level 6 or below response requests by [Client.Company] may be delayed for up to 24 hours during the aforementioned holiday season.

  • ​[Sender.Company] may expedite requests for special arrangements by [Client.Company] as specified in Appendix A.1 pricing structure.

4.5 Service Management

The Service Provider is required to pay Service Credits if the Cloud Service Level achieved falls below the Cloud Service Level performance Measure in a service period.

The Service Credit is determined by the Cloud Service Level achieved, the Cloud Service Level Performance Measure, and the Cloud Service Level threshold is calculated by using the straight formula below:

Availability:

The following method is used to calculate [Sender.Company] Cloud Service Credits for each SLA cloud computing outlined in our agreement:

  • Each SLA is assigned a comparative price based on how much you spend on the entire agreement.

  • The comparative price is divided by 100 to determine the cost per percentage point for each SLA cloud computing.

  • A service credit amount is assigned per percentage or a tenth of a percentage payable below the agreed-upon threshold.

These service credits are calculated quarterly.

5. Acceptance

IN WITNESS WHEREOF, by execution by the Parties’ signatures below, this Agreement will form the Entire Agreement of the Contract.

​[Client.Company]​

​

Signature
MM / DD / YYYY

​[Client.FirstName] [Client.LastName]​

​[Sender.Company]​

​

Signature
MM / DD / YYYY

​[Sender.FirstName] [Sender.LastName]​

6. Appendix

This is where you can add additional information to the above agreement. In most cases, this is done as an attachment and becomes part of the agreement.

A-1: Price Models & Charges

Service

Capacity

Type - Throughput

Price

Cloud Storage

​

​

​

Option

​

​

​

1

700GB

HDD 250 MB/s

$7.00/Month

2

5TB

SSD 500 MB/s

$12.00/Month

(OptionNumber)

(StorageCapacity)

(Type.Throughput)

$(Amount)

(OptionNumber)

(StorageCapacity)

(Type.Throughput)

$(Amount)

Additional Storage

​

​

​

1.1

250GB

HDD 250 MB/s

$2.00/Month

2.1

1TB

SSD 500MB/s

$3.00/Month

(AddStorageNumber)

(StorageCapacity)

(Type.Throughput)

$(Amount)

(AddStorageNumber)

(StorageCapacity)

(Type.Throughput)

$(Amount)

A-2: (Attach an additional file or create a new relevant section here to add to the Agreement)

Disclaimer

Materials (e.g. templates, educational articles, blog posts and informational content), made available through PandaDoc, including via any integrations, connectors, extensions, plugins, or third-party AI platforms (e.g. ChatGPT, Claude, or similar tools) are for general information purposes only and are provided "as is." These materials do not constitute legal, regulatory, or compliance advice and should not be construed as such. It is your responsibility to ensure materials meet your specific legal requirements. Consult a qualified attorney licensed in your jurisdiction before relying on these materials. PandaDoc disclaims all warranties, express or implied, including fitness for a particular purpose or non-infringement.

TemplatesAgreements
Close
TemplatesAgreements
Close

Related templates

Service-Level Agreement Template
TOP 25

Service-Level Agreement Template

Adapt this Service-Level Agreement Template as a way to define a service in an official capacity.

IT Services Proposal Template
TOP 100

IT Services Proposal Template

Management Services Agreement Template

Management Services Agreement Template

A Management Services Agreement is a contract between a Company and a Contractor, who is typically a consultant or agency. Under the terms of the agreement, the Contractor will offer services to the Company or Client in order to assist in managing the company's overall operations or a specific project.

Master Service Agreement

Master Service Agreement

Between the service and the client, this Master Service Agreement governs work orders. The Parties concur that Client may order services by signing a Work Order, which will be governed by the conditions of this Agreement.

available

SLA Cloud Computing Template

Used 4,879 times

AI BadgeAI assistant included

Employ this SLA Cloud Computing template when formalizing the terms and expectations between a cloud service provider and a client.

Use this template — freeUse template with AI — free

Care to rate this template?

Your rating will help others.

Rate this template

Thanks for your rate!

Template preview
Use this template — free