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How to write your Prepackaged Software Service Level Agreement
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Use cases for this template
CopperLake CRM secures a demanding wholesale client with a clear SLA and strong supporting documents
The Challenge
Maya Chen, head of customer success at CopperLake CRM, watched a six-figure deal with NorthBridge Wholesale stall when the buyer's IT team questioned support response times, escalation paths, and what was actually covered under the support relationship for their pre-packaged software.
The Solution
CopperLake presented the signed SLA to set service expectations, then used Proposal Kit to create extra documents that clarified the service catalog, a response-time matrix, and a quarterly service performance scorecard; the AI Writer drafted a customer-facing onboarding plan and an incident review template, while line-item quoting priced optional after-hours coverage and training packages without changing the contract.
The Implementation
Using Proposal Kit's document assembly and template library, Maya's team produced a succinct executive summary for NorthBridge's stakeholders, mapped the severity tiers to internal workflows, and built a monthly KPI report that the buyer could evaluate at a glance, adding a change-request form to keep any new work out of the support stream.
The Outcome
NorthBridge gained confidence from the measurable approach and the clear boundary between support and project work, CopperLake reduced escalations during the first 90 days, and the deal closed with predictable margins because optional services were quoted transparently and approved in advance.
Medisynth Cloud aligns security-minded clinicians with SLA governance and compliant add-ons
The Challenge
When Medisynth Cloud proposed integration support for Riverside Clinic Network's scheduling software, the buyer's compliance officer worried about data security, confidentiality, and how incidents would be handled under specific circumstances common in healthcare.
The Solution
Medisynth relied on the SLA to define support scope and response commitments, then used Proposal Kit to generate supplemental documents: the AI Writer drafted a Data Security Plan, an Incident Response Playbook, and a Business Continuity overview, while automated line-item quoting priced optional audit assistance and after-hours hot standby.
The Implementation
The team assembled a governance calendar with Proposal Kit templates for monthly KPI reviews, created a matrix linking severity to evidence required for audits, and issued a buyer-focused "What to Expect During an Incident" brief so clinicians and IT could act in concert without blurring roles.
The Outcome
Riverside approved the engagement after a fast compliance review. Medisynth was seen as a trusted advisor rather than just a vendor, and the clinics experienced smoother handoffs during incidents with faster resolutions and fewer rework loops.
HeliosSoft stabilizes a 24/7 factory rollout with practical SLA addenda and clear costing
The Challenge
At Titan Forge Manufacturing, round-the-clock production meant any downtime from their new pre-packaged MES connector risked missed shipments, and plant managers needed clarity on onsite work, maintenance windows, and who owned which tasks on the shop floor.
The Solution
HeliosSoft anchored expectations with the SLA and produced supporting materials in the Proposal Kit: the AI Writer drafted a Maintenance Window Plan, a Change Management Runbook, and an Onsite Visit Guide, while line-item quoting laid out fixed-price onsite days, expedited patching, and optional weekend coverage.
The Implementation
Using Proposal Kit's templates, HeliosSoft turned severity levels into a practical escalation ladder, published a one-page plant "cheat sheet," and synchronized the report cadence with Titan Forge's shift changes so managers could review KPIs without disrupting production.
The Outcome
Titan Forge saw fewer unplanned stoppages and faster recoveries, finance appreciated predictable spend tied to optional add-ons, and the rollout expanded to two more plants with the same documents reused and tailored in hours instead of weeks.
Abstract
This agreement establishes a straightforward customer SLA between a service provider and a customer for support of commercial, pre-packaged software. It sets clear expectations for the services provided, defines the service scope, and creates accountability. Stakeholders involved-buyers, internal teams, and lawyers-can use it as an overview and as a tool to identify risk, determine performance standards, and negotiate agreed-upon standards that reflect market practice.
The SLA covers diagnosis, troubleshooting, and maintenance services, with email and phone support during business hours and full access to an online ticketing mechanism 24/7. A severity model sets measurable response times: immediate engagement within one hour for high issues, three hours for medium, one business day for low, and three business days for maintenance. These SLA metrics function as key performance indicators focused on speed, technical quality, and delivery efficiency. While many SaaS or hosting contracts measure uptime percentage and service availability, this document emphasizes response and resolution expectations; it does not specify service credits or availability targets.
Development services are treated separately. Custom features, integrations, data processing, and security evaluations follow a separate specification; the response-time tiers do not apply. This separation helps manage SLAs across different types of work and prevents missed deadlines caused by mixing support and project work.
Ownership terms grant the provider rights to pre-existing works while licensing necessary materials back to the customer, and confidentiality obligations protect shared information. The agreement also addresses independent contractor status, insurance, onsite work rules, expenses, and cancellation conditions, including a 90-day notice. Remedies and limitations are typical: the warranty ties performance to written specifications, measurement is tied to conformance, and damages are limited, which organizations should evaluate considering the situation of their operations and future needs.
Example use cases include a SaaS provider supporting a single platform used by sales teams to process revenue transactions, an on-premises ERP instance serving operations workflows, or a marketing tool where response times directly impact customer satisfaction and reliability. In each case, stakeholders can track effectiveness monthly, negotiate methods that deliver value, and maintain efficiency over the service period.
To build documents like this efficiently, Proposal Kit helps organizations assemble a master agreement and related schedules, generate automated line-item quoting, and use its AI Writer to create supporting documents-service scope, KPIs, and guidelines-drawing from an extensive template library designed for ease of use and consistency.
Beyond support logistics, this type of agreement helps an organization operating software as a service or licensed software establish service expectations that are typically negotiated with a buyer. It clarifies which services are covered and which are out of scope, so stakeholders can focus on service performance rather than debating responsibilities mid-incident. A section outlines severity levels and response commitments, giving teams a certain level of predictability that can be measured over the service period. In practice, this improves functionality and reliability because providers plan staffing and escalation paths in advance, and customers expect consistent responses under defined circumstances.
Data security and confidentiality terms matter across industries, and their importance grows as systems integrate more third parties. Ownership and licensing provisions signal where in-house assets end and provider materials begin, which helps counsel and operations address reuse, audits, and future upgrades with respect to both parties' rights. Treating development as a single service track that is separately specified is also wise; it prevents scope creep and enables more accurate evaluation of costs, delivery speed, and technical risk. For the buyer, these provisions deliver insight into how work will be measured, how changes will run their course, and what to discover early, such as integrations, backups, and disaster recovery, so the project ultimately reaches success.
Proposal Kit can help teams establish a plan quickly by turning business inputs into a consistent master agreement with matching exhibits. Its document assembly and template library make it straightforward to adapt clauses for service performance, data security, and certain services covered, while its automated line-item quoting aligns costs to the same structure the contract uses. The AI Writer can write supporting schedules, such as section outlines for SLAs, so stakeholders can review, refine, and respect organizational standards without starting from scratch. This accelerates contracting for companies that typically manage multiple offerings while keeping terms clear for internal and customer audiences.
Additional considerations in this agreement affect day-to-day operations. Governance benefits from a monthly review cadence where stakeholders involved examine SLA metrics, key performance indicators, and a simple measurement mechanism for response and resolution. Although the document does not set service availability or uptime percentage targets or service credits, buyers can add those to the Specifications so results are measurable and covered for defined circumstances. The promotional-use clause allowing the provider to reuse descriptions and performance metrics should trigger brand and communications guidelines, ensuring any public references respect the buyer's standards.
Transition planning also matters. The termination and handover language requires the provider to transfer materials and records, which supports business continuity and data security. Teams should establish checklists for backups, credential deprovisioning, and asset return so the exit course is orderly.
Insurance and independent contractor sections state that the provider maintains coverage but will not name the customer as an additional insured, a point typically negotiated to align with internal risk policies. Expense and onsite rules require pre-approval; setting clear expense thresholds and workflows keeps controls in-house while maintaining speed of delivery.
Liability provisions limit remedies to correction of work and a refund cap, with a one-year claims window and no consequential damages. Organizations typically evaluate whether a certain level of protection aligns with revenue exposure and critical functionality. The limitation on 24/7 monitoring, unless specified, means customers who need always-on oversight should establish monitoring in Exhibit B and define response expectations for after-hours incidents. Escalation to third-party vendors is permitted when root causes sit outside the provider; documenting those paths helps manage SLAs across the single service and any upstream dependencies.
In this process, a trusted advisor, procurement, legal, or an experienced consultant can help the buyer plan, negotiate, and manage SLAs so obligations are clear and success is ultimately achieved. Proposal Kit supports this by helping teams assemble consistent terms, align exhibits to what is actually delivered, and keep contracts, schedules, and pricing coherent across industries, giving organizations a faster path from discovery to execution without sacrificing clarity.
How do you write a Prepackaged Software Service Level Agreement document? - The Narrative
PRE-PACKAGED SOFTWARE SERVICE LEVEL AGREEMENT (SLA)
THIS AGREEMENT is made this Current Day day of Current Month, Current Year by and between Company Name ("Company") and Company Name ("Customer").
In consideration of the mutual covenants set forth in this Agreement, Customer and Company hereby agree as follows:
Scope of Support Services
Company shall, during the Term (as defined below) provide to Customer the following development, support and help-desk consulting services described below (the "Services" or "Work Product"), at such times as Customer may reasonably request.
Company will develop a process for support services for the Customer for the following software (the "Software") products:
Insert Commercial or Pre-packaged Software Product names here. Support shall consist of the diagnosis and troubleshooting of technical problems or performance issues surrounding the Software and a resolution of issues within the Software. Issues involving a process, data, or other third-party requirement not involving a technical issue may require escalation to the Software manufacturer, alternate solutions, or a change in requirements not able to be rectified within the Software products. Company provides email and phone support on a daily basis.
Daily is defined as 9:00 A.M. through 5:00 P.M. Pacific Standard Time (PST), excluding holidays and weekends. Company also provides a ticket-based support system available online seven (7) days a week, twenty-four (24) hours a day. Company uses best efforts to correct all reported and reproducible errors within the Software. To aid Customer's expectations, Company uses the following severity classification levels to categorize all reported problems and issues.
Severity Classification: High
The reported problem is of a nature that prevents Customer from being able to use the Software; or critical features are unavailable, causing a critical interruption of business. Company will commence work on resolving the issue within one (1) hour of notification and will engage Company staff during business hours until an acceptable resolution is obtained.
Severity Classification: Medium
The reported problem involves features of the Software not working correctly and no alternate solution exists. Company will commence work on resolving the issue within three (3) hours of notification and will engage Company staff during business hours until an acceptable resolution is obtained.
Severity Classification: Low
The reported problem involves minor business impact, which includes problems with non-essential or non-critical features, individual access to a system or a device or other compatibility issues not under the direct control of Company. Company will commence work on resolving the issue within one (1) business day of notification and will engage Company staff during business hours until an acceptable resolution is obtained.
Severity Classification: Maintenance
The reported problem involves maintenance or minor business impact in which an update or patch is to be applied. Maintenance work, while often quick to complete, may require scheduling or consultation with Company or Customer staff in order to bring about the desired maintenance. Company will commence work on resolving the issue within three (3) business days of notification and will engage Company staff during business hours until the maintenance is completed or an acceptable resolution is obtained.
These classifications are not intended as a consulting agreement for customer services or services to be rendered to Customer's clients. Company reserves the right to send Company staff to Customer's location(s) in order to correct problems and will coordinate with Customer on access and scheduling.
Scope of Development and Development Support Services
Note: All custom development or integration is subject to a separate specification of work unilaterally agreed upon in writing by Company and Customer. Custom development shall not be treated as support or adhere to any schedule not outlined in the Scope of Support Services or Specifications. The Company severity classification does not apply to custom development services.
Development Services include, but are not limited to:
Installation of patches, fixes, and updates to listed software packages. Custom features and add-ons desired by Customer. Web site or Mail Server integration features.
ETL or other Data processing services. Synchronization services for devices or workstations. Evaluation and recommendations regarding application and network security, protections, or any other concerns Company may have in order to safeguard Customer's Software or other related systems.
Provide consultation and installation Services for any new projects or tasks that Customer requests of Company. Provide disaster recovery from backups and maintain a current file library of all software, source code, licenses, records, or purchases Company made for Customer; and maintain a history log or other record for Customer concerning all installations, upgrades, patches, or other Services performed for Customer. Offer general advice and guidance to Customer's employees or end-users, and make recommendations to Customer concerning Customer's systems and software.
Liaise with vendors, hardware engineers and customer support, or other Services or entities related to the maintenance and upkeep of Customer's systems and software.
Limitation of Services
Company shall not be responsible for the following:
Liaising with billing and/or accounting on matters related to payment for software, licenses, services, or other items unless directly provided by or acquired for Customer by Company. 24-7 monitoring of web site or web server status, unless otherwise specified and agreed upon in the specifications. Fixing errors and omissions contained in any third-party resource outside of the direct control of Company, unless otherwise agreed upon in the Specifications.
Specifications
Company agrees to perform the Services pursuant to the specifications set forth in Exhibit B attached hereto (the "Specifications").
Term of Service
This Agreement shall commence on Start Date and shall continue in full force and effect until terminated by either party upon at least ninety (90) days prior written notice. Absent a termination notice, no event (except breach) may terminate this Agreement prior to End Date. Upon termination of this Agreement, Company shall transfer and make available to Customer all property and materials in Company's possession or subject to Company's control that are the rightful property of Customer.
Company shall make every reasonable effort to secure all written or descriptive matter that pertains to the Services or Work Product and agree to provide reasonable cooperation to arrange for the transfer of all property, contracts, agreements, supplies, and other third-party interests, including those not then utilized, and all rights and claims thereto and therein. In the event of loss or destruction of any such material or descriptive matter, Company shall immediately notify Customer of the details of the loss or destruction in writing and provide the necessary information for a loss statement or other documentation to Customer.
Ownership Rights
Company shall have ownership to all Company's Material.
"Company's Material" consists of all copyrightable:
Materials that do not constitute Services or Work Product (as defined in Section 1, Scope of Support Services; Section 2, Scope of Development and Development Support Services; and in Exhibit B, Specifications). Materials that are owned solely by Company ("Pre-existing Works") or licensed to Company. Materials that are incorporated into the Work Product or a part of the Services. Additional materials shall include, but are not limited to: Insert additional materials here.
Company shall hold all rights, title, and interest in and to Company's Material. Customer shall not do anything that may infringe upon or in any way undermine Company's rights, title, and interest in Company's Material, as described in this paragraph 6. Notwithstanding the above, Company hereby grants Customer an unrestricted, nonexclusive, perpetual, fully paid-up worldwide license for the use or for the sublicense of the use of any of Company's Material employed under this Agreement.
Compensation
For all of Company's Services under this Agreement, Customer shall compensate Company in cash, pursuant to the terms of Exhibit A attached hereto. In the event Customer fails to make any of the payments referenced in Exhibit A by the deadline set forth in Exhibit A, Company has the right, but is not obligated, to pursue any or all of the following remedies: (1) terminate the Agreement (breach), (2) immediately stop all Services, or (3) bring legal action.
Work Performed at Customer's Location
Rules governing work performed by the Company that is considered "onsite" shall be defined in Exhibit B. Rules shall include, but are not limited to: Availability of Company for visits, any required number of onsite visits for this Agreement, defining provisions and responsibilities for Customer to accommodate onsite visits and any other related matters pertaining to work performed at Customer's location(s).
Mutual Confidentiality
Customer and Company acknowledge and agree that the Specifications and all other documents and information related to the performance, production, creation or any expression of the Services or Work Product are the property of Company. Materials shared between Company and Customer (the "Confidential Information") including, but not limited to, documentation, product specifications, drawings, pictures, photographs, charts, correspondence, supplier lists, financial reports, analyses and other furnished property shall be the exclusive property of the respective owner (the "Owning Party") and will constitute valuable trade secrets. Both parties shall keep the Confidential Information in confidence and shall not, at any time during or after the term of this Agreement, without prior written consent from the Owning Party, disclose or otherwise make available to anyone, either directly or indirectly, all or any part of the Confidential Information.
Excluded from the "Confidential Information" definition is anything that can be seen by the public or has been previously made available by the Owning Party in a public venue.
Limited Warranty and Limitation on Damages
Company warrants the Services or Work Product(s) will conform to the Specifications. If the Services or Work Product do not conform to the Specifications, Company shall be responsible for correcting the Services or Work Product without unreasonable delay, at Company's sole expense and without charge to Customer, to bring the Services or Work Product into conformance with the Specifications. This warranty shall be the exclusive warranty available to Customer.
Customer waives any other warranty, express or implied. Customer acknowledges that Company is not responsible for the results obtained by Customer when using any Services or Work Product produced by Company. Customer waives any claim for damages, direct or indirect, and agrees that its sole and exclusive remedy for damages (either in contract or tort) is the return of the consideration paid to Company as set forth in Exhibit A attached hereto. No action, regardless of form, arising out of the Services rendered or Work Product, under the Agreement, may be brought by either party more than one (1) year after the cause of action has occurred.
In no event shall Company be held liable for consequential damages.
Independent Contractor
Company is retained as an independent contractor. Company will be fully responsible for payment of Company's own income taxes on all compensation earned under this Agreement. Customer will not withhold or pay any income tax, social security tax, or any other payroll taxes on Company's behalf.
Company understands that its employees will not be entitled to any fringe benefits that Customer provides for Customer's employees generally or to any statutory employment benefits, including without limitation, worker's compensation or unemployment insurance.
1 Independent Contractor Behavior
Company agrees to adhere to all of Customer's policies and procedures concerning code and conduct while on Customer's premises. Customer agrees to make available to Company prior to the commencement of this Agreement all manuals, codes, rules, and regulations that Customer requires Customer's staff or employees to read and/or sign.
Insurance
Company shall maintain throughout the entire term of this Agreement, adequate general liability insurance providing coverage against liability for bodily injury, death, and property damage that may arise out of or be based upon any act or omission of Company or any of their employees, agents, or subcontractors under this Agreement. Upon written request, Company shall provide certificates from Company's insurers indicating the amount of insurance coverage, the nature of such coverage, and the expiration date of each applicable policy. Company shall not name Customer as an additional insured on any applicable policy at any time during this Agreement, or as a condition of acceptance of this Agreement.
Equipment
Customer agrees to make available to Company, for Company's use in performing the Services required by this Agreement, such items of hardware and software as Customer and Company may agree are reasonably necessary for such purpose.
1 Expenses
Company will not be reimbursed for any expenses incurred in connection with the Services or Work Product, whether direct or indirect, without the express written approval of Customer. Rules governing expenses for work performed by the Company that is considered onsite work shall be defined in Exhibit A.
General Provisions
1 Entire Agreement
This Agreement contains the entire agreement between the parties relating to the subject matter hereof and supersedes any and all prior agreements or understandings, written or oral, between the parties related to the subject matter hereof. No modification of this Agreement shall be valid unless made in writing and signed by both parties hereto.
2 Governing Law
This Agreement shall be governed by and construed in accordance with the laws of the State of State. Exclusive jurisdiction and venue shall be in the County County, State Superior Court.
3 Binding Effect
This Agreement shall be binding upon and inure to the benefit of Customer and Company and their respective successors and assigns, provided that Company may not assign any of their obligations under this Agreement without Customer's prior written consent.
4 Waiver
The waiver by either party of any breach or failure to enforce any of the terms and conditions of this Agreement at any time shall not in any way affect, limit, or waive such party's right thereafter to enforce and compel strict compliance with every term and condition of this Agreement.
5 Good Faith
Each party represents and warrants to the other that such party has acted in good faith, and agrees to continue to so act, in the negotiation, execution, delivery, performance, and any termination of this Agreement.
6 No Right to Assign
Company has no right to assign, sell, modify, or otherwise alter this Agreement, except upon the express written advance approval of Customer, which consent can be withheld for any reason. Customer may freely assign Customer's rights and obligations under this Agreement.
7 Payments
In the event Customer fails to make any of the payments set forth on Exhibit A within the time prescribed in Exhibit A, Company has the right to withhold Services, remove Work Product from Consultant-owned resources, or seek legal remedy until payment is made in full, plus accrued late charges of 1 1/2% per month.
8 Indemnification
Customer warrants that everything Customer gives Company in the execution or performance of Services, or the creation of any and all Work Product is legally owned or licensed to Customer. Customer agrees to indemnify and hold Company harmless from any and all claims brought by any third party relating to any aspect of the Services or Work Product, including, but without limitation, any and all demands, liabilities, losses, costs, and claims including attorney's fees arising out of injury caused by Customer's products/services, material supplied by Customer, or copyright infringement.
9 Use of Descriptions of Services or Work Product for Promotional Purposes
Customer grants Company the right to use descriptive text, testimonials, performance metrics, and other images, photos, and/or graphics that demonstrate the Services or Work Product for promotional purposes, and/or to cross-link such items with other promotional resources developed by Company.
10 No Responsibility for Theft
Company has no responsibility for any third party taking all or any part of the Services or Work Product, results of Services or Work Product, or the improper use by any third party of any Services or Work Product produced by Company.
11 Right to Make Derivative Works
Company has the exclusive rights in making any derivative works of any Services, methodology, or Work Product.
12 Attorney's Fees
In the event any party to this Agreement employs an attorney to enforce any of the terms of the Agreement, the prevailing party shall be entitled to recover its actual attorney's fees and costs, including expert witness fees.
13 No Responsibility for Loss
Company is not responsible for any down time, lost files, equipment failures, acts of nature, or any damage resulting from activities considered beyond the control of Company, such as war, riots, natural disasters, vandalism, and other events. The parties represent and warrant that, on the date first written above, they are authorized to enter into this Agreement in its entirety, and duly bind their respective principals by their signatures below.
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Frequently Asked Questions
How do I customize this contract to fit my business needs?
Customizing this contract involves editing the document to include your business details, terms, and conditions. The templates are designed to be flexible, allowing you to insert your company's name, address, and other relevant information. You can modify clauses to reflect your unique business practices and legal requirements.
Is this contract compliant with laws and regulations?
The legal contract templates are written by legal professionals and designed to comply with current laws and regulations at the time of their writing. However, laws can vary by jurisdiction and change over time, so it's recommended to have your contract reviewed by a local attorney to ensure it meets all legal requirements specific to your region and industry. Templates are licensed as self-help information and not as legal advice.
Can I use the same contract for different clients or projects?
You can use the same contract for different clients or projects. The templates are versatile and easily adapted for various scenarios. You will need to update specific details such as client names, project descriptions, and any unique terms for each new agreement to ensure that each contract accurately reflects the particulars of the individual client or project.
What should I do if I encounter a clause or term I don't understand?
If you encounter a clause or term in the contract that you need help understanding, you can refer to guidance notes explaining each section's purpose and use. For more complex or unclear terms, it's advisable to consult with a legal professional who can explain the clause and help you determine if any modifications are necessary to suit your specific needs.
How do I ensure that the contract is legally binding and enforceable?
To ensure that the contract is legally binding and enforceable, follow these steps:
- Complete all relevant sections: Make sure all blanks are filled in with accurate information.
- Include all necessary terms and conditions: Ensure that all essential elements, such as payment terms, deliverables, timelines, and responsibilities, are clearly defined.
- Signatures: Both parties must sign the contract, and it is often recommended that the contract be witnessed or notarized, depending on the legal requirements in your jurisdiction.
- Consult a legal professional: Before finalizing the contract, have it reviewed by an attorney to ensure it complies with applicable laws and protects your interests.
Ian Lauder has been helping businesses write their proposals and contracts for two decades. Ian is the owner and founder of Proposal Kit, one of the original sources of business proposal and contract software products started in 1997.By Ian Lauder
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Proposal Kit, Inc. makes no warranty and accepts no responsibility for the suitability of any materials to the licensee's business. Proposal Kit, Inc. assumes no responsibility or liability for errors or inaccuracies. Licensee accepts all responsibility for the results obtained. The information included is not legal advice. Names in use cases have been fictionalized. Your use of the contract template and any purchased packages constitutes acceptance and understanding of these disclaimers and terms and conditions.
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