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How to write your Managed Hosting Service Level Agreement
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Use cases for this template
Holiday surge pressures an e-commerce SLA
The Challenge
Maple & Mint Co., a growing e-commerce boutique, selected SkyForge Hosting but hit delays finalizing support targets, scheduled maintenance windows, and service credits before the holiday rush, and the operations team worried that unclear escalation procedures and server response time metrics would leave them exposed during peak traffic.
The Solution
They used a managed hosting SLA template for the legal terms and then turned to Proposal Kit's document assembly and AI Writer to produce supporting materials: a capacity and growth plan, a change management overview, a monitoring and alerting report template, and a maintenance communication plan, plus automated line-item quoting to compare multiple service tiers and optional add-ons.
The Implementation
Workshops with SkyForge clarified KPIs, default outage definitions, and the difference between emergency maintenance and routine maintenance, and the team filled in Proposal Kit templates to document status updates, roles for authorized individuals, and the process for submitting tickets during incidents.
The Outcome
With clear performance metrics, a scheduled maintenance calendar, and budgeted options presented via line-item quotes, Maple & Mint launched on time, maintained near-perfect availability, and avoided confusion when a brief outage triggered credits under agreed standards.
Healthcare SaaS aligns uptime with security and compliance
The Challenge
CareNexus, a patient portal vendor, needed an SLA with NorthRiver Data Centers that balanced strict availability with data security, confidentiality, and disaster recovery, yet their stakeholders were unable to agree on verification steps, escalation timelines, and the extent of responsibilities during a security incident.
The Solution
They finalized the SLA and used the Proposal Kit to create supporting documents: a security measures overview, an intrusion detection and firewall runbook, a disaster recovery plan with testing procedures, and quarterly performance report formats, while automated line-item quoting showed the money and resources required for enhanced prevention systems.
The Implementation
Proposal Kit's templates helped them communicate status during incidents, outline risk mechanisms, define how data is stored and restored, and discuss penalties and service credits for failures caused by either party, with a clear period and form for customers to inform the provider of issues.
The Outcome
CareNexus passed a client audit, achieved faster resolution time targets, and improved customer satisfaction as teams followed the documented processes to respond, report, and recover without modification to critical services during business hours.
Live streaming network negotiates performance for a launch event
The Challenge
BeaconWave Media planned a global live stream on VoltEdge Cloud and feared that hardware failure or unplanned outages would derail advertisers, so leadership needed a crisp SLA plus practical guides for communication if users were suddenly unable to access the site.
The Solution
They agreed on service availability and credits in the contract, then used Proposal Kit's AI Writer and template library to produce a pre-launch testing plan, a browser compatibility checklist, an outage communication playbook, and a scheduled maintenance timeline, with automated line-item quoting to compare edge caching and burst resources.
The Implementation
The team practiced the escalation procedures, defined the minimum information for each incident update, and prepared prewritten notices to distribute to stakeholders, while Proposal Kit documents outlined who would act, what to report, and how to achieve restoration within agreed timeframes.
The Outcome
BeaconWave streamed the event with only a brief interruption; clear communications, well-documented mechanisms, and prepared updates preserved advertiser value and audience trust, and any penalties that might have applied were avoided due to timely recovery under the SLA.
Abstract
This agreement defines how a service provider, acting as a web hosting provider, delivers managed online services to the Customer. It identifies the parties involved, the scope of services provided, and the commitment to service availability. The hosting SLA promises 100% uptime for network and infrastructure, covering key components such as routers, DNS, load balancers, backup and storage devices, power, HVAC, UPS/PDU, and security systems at the facility.
These measures support quality service, service reliability, and customer satisfaction. Organizations can treat uptime and server response times as key performance indicators and performance metrics to regularly review.
When downtime occurs, service credits apply. The Customer must submit a support ticket within 10 days, provide documentation for verification, and credits may take up to 30 days to appear. Credits can be revoked if failures were caused by Customer actions or outside providers.
This process relies on monitoring, alerts, and clear communication through the help desk portal, phone support, or email, with a confirmed contact point during business hours and next business day follow-up. Reporting on outage statistics, metric measures, and percentage of availability helps identify trends and address circumstances that could lead to future interruptions.
The agreement includes a minute hardware replacement guarantee after acknowledgement of an important hardware failure via ticket. Covered hardware failures include CPU, RAM, NICs, motherboards, and drives. If the provider fails to perform within minutes, a credit is applied.
Limits are clear: disaster recovery tasks, restoration of operating systems, database rebuilds, RAID, patches, or upgrades, and special equipment are outside scope. Customers should establish change management, recovery procedures, and testing to minimize data loss and errors and to keep configured environments ready for restoration.
Support packages may include multiple levels. Response targets include emergency reboot in 5 to 15 minutes, high priority in 1-2 hours, medium in 1-4 hours, and low in 8 hours, with escalation procedures and troubleshooting steps documented. Work outside the plan may be billed hourly with advance acceptance. Professionalism, timely resolution time, and the ability to respond to urgent issues help keep operations secure and on schedule.
Transfer, termination, disputes, and indemnification clauses outline acceptance by authorized individuals, compliance with applicable state law, and consequences for breach. Many organizations in various industries also address application security, data protection, firewall and intrusion detection prevention systems, secure access for users, and routine, scheduled, and emergency maintenance in related procedures.
Example use cases include an e-commerce site needing minimal outage, a SaaS provider hosting an Oracle database with strict uptime metrics, or a media group outsourcing infrastructure for growth while maintaining clear KPIs and escalation paths.
Proposal Kit can streamline building this kind of SLA and related documentation. Its document assembly, automated line-item quoting, AI Writer for supporting documents, and extensive template library help teams deliver consistent, professional agreements with less effort and greater ease of use.
Beyond uptime and support targets, a web hosting sla also clarifies how scheduled maintenance and routine maintenance are handled. Providers communicate planned windows, inform customers of the period, present status updates, and define a minimum notice so teams can prepare. An overview of data security describes security measures, confidentiality controls, and mechanisms to protect information stored in systems. Default configurations, browser considerations, and technology lifecycle topics influence risk, so the SLA outlines how modification requests, change windows, and the extent of maintenance are managed to satisfy agreed-upon standards.
Accountability matters. The SLA should discuss failures caused by customers versus provider errors, the factors behind an incident, and how to report outcomes. If an instance leaves users unable to access services or components fail, the process for submitting a ticket, using the proper form, and receiving timely updates helps groups achieve faster recovery.
Status communications generally include what actions the provider will take, what resources are assigned, any acts beyond control that may delay restoration, and when the team will recheck and report. Clear rules on data usage ensure content is not improperly distributed, remains intended for the customer's operations, and is handled with the importance of human oversight in mind. Where money and penalties are relevant, credits function as value returned to the account rather than damages.
Organizations benefit when these policies serve as living documents that guide day-to-day operations. They can compare package differences, allocate resources, mitigate risk, and plan for the full life of their deployments. They can also define how third parties will access data, how logs are stored, and how to fail over if a component is unable to perform.
Proposal Kit helps teams document these topics quickly and consistently. Its document assembly, automated line-item quoting, AI Writer for supporting materials, and extensive template library make it easier to write SLAs, capture agreed-upon standards, and communicate procedures in a clear, business-ready form.
Further insights that strengthen the SLA include governance and roles. Define authorized individuals, a single point of contact, and verification steps for access requests to reduce risk. Establish multiple levels of escalation with targets for response and resolution time, plus next business day follow-ups and regular service reviews.
Clarify the calculation method for service availability, including what periods are excluded and the difference between scheduled maintenance, emergency maintenance, and unplanned outages. Add baseline thresholds for key performance indicators such as server response times, and set triggers for when to allocate extra resources.
Capacity planning should outline growth assumptions, monitoring thresholds, and change management approvals before any modification that could affect performance. Include onboarding and offboarding procedures to ensure data is securely stored, restored, and removed when contracts end, preserving confidentiality. Define acceptance of maintenance notifications, how providers will communicate status updates, and what reports customers can expect each quarter to evaluate trends and inform budget discussions.
Proposal Kit's document assembly, automated line-item quoting, AI Writer for supporting materials, and extensive template library help teams present these details clearly, maintain consistency across engagements, and accelerate writing while aligning agreements with business objectives.
How to write my Managed Hosting Service Level Agreement document - The Narrative
MANAGED WEB HOSTING 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"). The purpose of this Agreement (hereafter referred to as the "Agreement") is to set forth a detailed Service Level Agreement ("SLA") under which Company will provide a service to Company Name in order to ensure the reliability and stability of all Web Hosting Services covered under this SLA.
In consideration of the mutual covenants set forth in this Agreement, Customer and Company hereby agree as follows:
As a service, the standard Managed Hosting Service Level Agreement (SLA) with the Company is provided below.
Network Availability and Uptime
Company Name guarantees that its Network and Connectivity shall be made available at all times. This 100% guarantee covers the availability of all Internet switches, peering, cabling, hubs, routers, DNS servers, load balancers, centralized servers, network appliances, backup and storage devices, management consoles, gateways and other equipment, now or in the future deemed as a requirement for connecting to the Internet and providing Company's services to Customer.
Infrastructure Availability and Uptime
Company Name guarantees that its Infrastructure shall be made available at all times. This 100% guarantee covers the availability of all power requirements, components, HVAC, fire suppression, security systems, UPS/PDU, appliances, power cabling, phone systems and other infrastructure or equipment, now or in the future deemed as a requirement for maintaining the network infrastructure and providing Company's services to Customer. This infrastructure availability and uptime guarantee shall not extend to individual computer power supplies or computers or servers that are shut down due to excessive heat problems.
Uptime Guarantee and Customer Credits
In the even that Customer suffers any "downtime" or lack of network or infrastructure availability, the Customer shall receive a credit on their account subject to the table below. All requests for credit must be made within ten (10) days from the occurrence of the downtime and must be made in writing via a support ticket. All credit requests must be verified by Company staff and credits may take up to thirty (30) days to show up on Customer's bill. Company reserves the right to revoke any credit for downtime issued that is later discovered to have been be caused or attributed to Customer activity or external forces not related to Company network or hardware.
nMinute Hardware Replacement Guarantee
Company warrants and guarantees that in the event of a critical component failure, Company shall replace such components at no cost to the Customer within minutes of Acknowledgement of the failure. Acknowledgement shall be defined as the creation of a support ticket for the customer by the Company concerning the critical failure, and the Minute Hardware Replacement Guarantee shall begin at this time. Critical components shall be defined as one as one or more of the following components: CPU / Processors, Memory (RAM), Motherboards, Network Interface Cards (NIC Cards), Hard Drives, Secondary Hard Drives and Disks, or any other required equipment.
This SLA does not cover any special equipment that the Customer is using that the Company does not stock replacements for. This includes specialized storage devices, load balancers and networking equipment, optical drives, software and operating systems. Failure on the part of the Company to replace critical components within minutes shall result in a Insert Amount of Applied Credit credit applied to the Customer's account.
All requests for credit must be made within ten (10) days from the occurrence of the critical component failure and must be made in writing via a support ticket. All credit requests must be verified by Company staff and credits may take up to thirty (30) days to show up on Customer's bill.
Limitations on Company Hardware Replacement Guarantee
Company's Hardware Replacement Guarantee shall cover the time spent to replace critical components after the acknowledgement by both the Company and the Customer that the critical component is the cause of the problem or downtime and replacement is the agreed-upon course of action. This guarantee does not cover any time spent restoring any operating environment or restoring the functionality of a particular server or server environment, including, but not limited to: rebuilding data or domains, rebuilding control panels or server consoles, digital certificates, CRON jobs, installing operating systems or virtualization software, software components, RAID arrays or any part of any configuration or setup concerning equipment provided to Company by Customer. Company is not responsible for any third-party loss due or attributed to any downtime suffered by Customer under this agreement.
Support Packages
Insert the types of support you offer. Typically, this is a standard (free) and a professional (paid) tier. Add definitions for these levels and what can be expected.
Support Response Times
The following is a guide to the estimated times Customer should expect for different support requests made via phone or through the support ticket system. Emergency Reboot or Restart: 5 to 15 minutes. High Priority Requests: 1 - 2 hours. Medium Priority Requests: 1 - 4 hours.
Low Priority Requests: 8 hours. Company cannot provide support at no cost for every problem that Customer may encounter or create while using our services. Support issues not covered under Customer's individual plan may be billed at an hourly rate of Hourly Rate per hour / incident.
Company is committed to help Customer to resolve any trouble or issues requiring Company help or expertise. At no time will Company bill for support without prior notification and approval by Customer.
Transfer
Customer may not assign or transfer this SLA Agreement, in whole or in part, without the prior written consent of Company. In the event that Customer contemplates whole or partial sale of its business, ownership change, or change in jurisdiction, Customer shall notify Company by mail, facsimile, or email no less than sixty (60) days prior to the effective date of the event.
Termination
Company may terminate this Agreement at its sole discretion upon the occurrence of one or more of the following events: 1) failure to comply with any provisions of the SLA Agreement upon receipt of written notice to Customer from Company of said failure, 2) appointment of Receiver, or the filing of any application by Customer seeking relief from creditors, or 3) mutual agreement in writing by Company and Customer.
Disputes
If legal proceedings are commenced to resolve a dispute arising out of, or relating to, this SLA Agreement, the prevailing party shall be entitled to recover all costs, legal fees, and expert witness fees, as well as any costs or legal fees in connection with any appeals.
Indemnification
Customer shall indemnify and hold Company harmless from and against any and all claims, judgments, awards, costs, expenses, damages, and liabilities (including reasonable attorney fees) of whatsoever kind and nature that may be asserted, granted, or imposed against Company directly or indirectly arising from or in connection with Customer's marketing or support services of the product or services or the unauthorized representation of the product and services or any breach of this SLA Agreement by Customer.
General
If any provision of this Agreement is held to be unenforceable, the enforceability of the remaining provisions shall in no way be affected or impaired thereby. This Agreement and any disputes arising hereunder shall be governed by the laws of State State. A failure by any party to exercise or to delay exercising a right or power conferred upon it in this Agreement shall not operate as a waiver of any such right or power. 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.
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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.
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- 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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