Service Level Agreement

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Service Level Agreement

If you are in the business of providing a service to a client, this is your primary go to agreement. If there is any agreement that you need, a Service Level Agreement is the one. This SLA is fully compliant with South African law.

It is the primary agreement that regulates the relationship and expectations between you as the service provider and your client.

When do you need one?

Whereas the consensus is that SLAs are mainly used in IT, an SLA is actually a written agreement which establishes a set of deliverables or services by any individual or company. Amongst other things, the top reasons to have an SLA in place are the following:

  • Clarify Expectations - SLAs help quantify expectations of what is considered "good" by both parties in measurable terms, therefore leaving no room for surprises;
  • Focus on Customer Service - SLAs help the Service Provider remain focused on customer priorities and requirements;
  • Establish Measurable Standards - An SLA sets clear, measurable standards of Service Provider performance;
  • Penalise non-performance - SLA penalties should incentivise the Service Provider to fulfill commitments made to the Client, and penalize the Service Provider when they do not fulfill those commitments.

Need some help?

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Included in this Contract

This Service Level Agreement includes all the basic aspects of a Service Level Agreement, including:

  • Clear descriptions of the Services that the Service Provider will be offering;
  • The fees payable to the Service Provider;
  • The commencement date, the duration that the contract is set to run, how and when the agreement may be terminated;
  • Descriptions of a Service Variation Process;
  • Procedures to follow in the instance of an Interruption Event
  • Intellectual Property;
  • Dispute resolution.

Specialized Service Level Agreement

This is our standard SLA that will be customised to suit almost any scenario. We have, however, recently created more tailored versions of this document for freelance professionals. Please have a look at the following to see if these are a better fit for you and your business:

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How does it work?

When you start the questionnaire, you will be guided through the questions with the help of information and explanation. Based on your answers, the Service Level Agreement (SLA) will be tailor-made by our system. If you log in or create an account, you can also save the progress of the questionnaire and come back later. Our product delivers a higher quality SLA template through our customisation process because each document is individually customised to suit to your needs.

How does it differ to the Consulting Agreement ?

Our Consulting Agreement is very similar to the Service Level Agreement, and it is more a matter of preference as to whether you consider yourself a consultant or a service provider, which will necessitate your choice between the two documents, as the substance of each document is identical.

How does it differ to the Independent Contractor Agreement ?

While an Independent Contractor Agreement could be considered in some instances to be a form of Service Level Agreement, we would suggest only choosing the Independent Contractor Agreement if you are outsourcing work or services to another party, and are not rendering the work or services yourself.


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Further Reading

Read more about the Definitive Guide to Freelancer/Independent Contractor Agreements in South Africa (for both the Contractor and Principal), click here

Barter McKellar Law

This document is supplied by Barter McKellar Law.

Barter McKellar is a boutique law firm which offers bespoke legal solutions that make legal, personal and business sense. We practice law because we thrive off solving legal problems (simple or complex) and providing our clients with peace of mind. No matter what your legal needs are, we are able to assist you as a trusted legal partner. We pride ourselves on giving our clients the best legal advice and legal solutions that make practical and commercial sense. We give you the tools and guidance that you need to help you and your business grow and our services and fees are tailored to suit your specific needs