Last updated: 2026-07-19
Uptime SLA Template
A ready-to-use uptime SLA template for SaaS companies and web services. Define your uptime commitment, measurement method, and remedies in clear language.
Download our free uptime SLA template. Used by dozens of SaaS companies to define uptime commitments with customers. Includes definitions, measurement methodology, exclusions, and credit schedules.
What this template covers
A complete SLA structure: uptime commitment (e.g., 99.9%), how uptime is measured, what counts as downtime, planned maintenance exclusions, credit schedules when the SLA is not met, customer responsibilities, and how to claim credits. Adapt the numbers to match your actual service level.
Uptime measurement
Uptime is calculated as: (total minutes in the period minus minutes of downtime) divided by total minutes, expressed as a percentage. Downtime is measured from the moment PingWatchdog detects a failure until the moment it confirms recovery. This template uses a monthly measurement period with credits applied to the following invoice.
Credit schedule
If uptime falls below the committed level, customers receive service credits: 99.0%-99.9% = 10% credit, 95.0%-99.0% = 25% credit, below 95.0% = 50% credit. Adjust these thresholds to match your business model. The key is that credits are proportional to the impact and easy to calculate from monitoring data.
Exclusions
The SLA does not cover downtime caused by: customer-controlled infrastructure, third-party services outside your control, force majeure events, scheduled maintenance announced 48 hours in advance, or customer actions that violate your terms of service. Be specific. Vague exclusions invite disputes.
- Define uptime commitment and measurement period
- Specify what counts as downtime and how it is measured
- List planned maintenance exclusions and notice requirements
- Define credit schedule with specific uptime thresholds
- State customer responsibilities and claim process
- Include third-party service carve-outs
- Add force majeure clause
- Specify governing law and dispute resolution
Frequently asked questions
What uptime percentage should I commit to?
99.9% ("three nines") is the most common commitment for SaaS companies. It allows about 43 minutes of downtime per month. If your infrastructure is solid and you have monitoring in place, 99.9% is achievable. 99.99% ("four nines", about 4 minutes per month) requires redundant infrastructure and is much harder to maintain. Start with 99.9% and tighten only when you have 6+ months of data showing you exceed it.
Do I need an SLA if I have a small product?
An SLA is not legally required, but it sets clear expectations with customers. Even a simple uptime commitment on your pricing page ("We target 99.9% uptime") builds trust. Formal SLAs with credits are more common in B2B contracts and enterprise sales. Start with a public uptime commitment and add formal SLA terms when customers ask for them.
How do I track SLA compliance?
Use PingWatchdog to monitor your endpoints and track uptime percentage automatically. The dashboard shows your current and historical uptime. When a customer questions SLA compliance, you have timestamped monitoring data to back up your numbers. Export reports for any date range to share with customers during SLA reviews.