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Tool · Contracts

SLA template generator

A baseline SLA template you can take into any MSP negotiation. Free, no email required.

Published 10 Oct 2025

What this tool does

Generates a baseline SLA structure based on industry benchmarks, useful as a starting position rather than a finished contract. The clauses are deliberately conservative on the customer's side.

Industry benchmarks built in

Priority 1: <15 minutes response, <4 hours resolution. Priority 2: <1 hour response, <24 hours resolution. Only 54% of Australian MSPs consistently meet these standards[1], which is why having a written benchmark in the contract matters.

Inside the tool

What it includes

  • Priority 1-4 response/resolution targets aligned to industry benchmarks
  • Reporting cadence and format definitions (monthly ops, quarterly board)
  • Out-of-scope handling and escalation paths
  • Reasonable termination and credentials-handover clauses

How to use it

  1. Select your industry vertical and approximate IT footprint
  2. Choose your reporting cadence
  3. Download the SLA as Word or PDF
  4. Use it as your opening position, not your floor, in any negotiation
Research sources

Evidence-based, transparently sourced.

All statistics and research findings on this page are supported by authoritative sources. Behind The SLA is committed to evidence-based advisory and transparent methodology.

  1. [1]
    Behind The SLA. (2025). Industry SLA benchmark analysis
    Industry benchmark for Priority 1 incidents: <15 minutes response, <4 hours resolution. Priority 2: <1 hour response, <24 hours resolution. Only 54% of Australian MSPs consistently meet these standards

Methodology Note: Behind The SLA conducts independent research validation for all published statistics. Where proprietary research is cited, it is based on aggregated, anonymised data from client engagements spanning 15+ years of MSP industry experience.

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