# Service Level Agreement (SLA)

Source: https://contracko.com/pt/biblioteca-de-clausulas/acordo-de-nivel-de-servico

# Service Level Agreement (SLA)

Defines measurable service standards (uptime, response times) and the credits or remedies when they are missed.

## O que é

An SLA sets quantified performance targets for a service (availability, response and resolution times, capacity) and the consequences if the provider falls short, usually service credits. It turns vague quality promises into measurable obligations.

## Porque é importante

For SaaS and managed services, performance is the product. A clear SLA aligns expectations, gives the customer a remedy short of termination, and protects the provider by capping that remedy at agreed credits.

## Como aplicar

- Define each metric, its measurement method and the measurement window.
- Set service credits as a percentage of fees, tiered by severity of the breach.
- Carve out planned maintenance and force majeure from availability calculations.
- Add an escalation path and, for chronic failure, a termination trigger.

## Exemplo de redação

> The Provider shall maintain 99.9% monthly availability of the Service. For each 0.1% below target, the Customer receives a service credit of 5% of the monthly fee, up to a maximum of 50%.

## Dicas de negociação

- • Customers should make chronic SLA failure a ground for termination, not just credits.
- • Providers should make service credits the sole remedy for missed targets.

## Erros frequentes

- • Setting metrics with no agreed measurement method, making breach impossible to prove.
- • Forgetting to exclude scheduled maintenance from uptime calculations.

### Como o Contracko ajuda

Contracko's AI review extracts SLA targets and credit tiers from your service contracts and flags clauses that lack a defined measurement method or a termination trigger for chronic failure. Upcoming measurement-window review dates and credit calculation deadlines can be tracked as contract milestones with automated reminders, keeping operations and finance aligned without manual diary entries.

## Referências jurídicas

- [BW 6:74 Damages for non-performance Direito neerlandês](https://wetten.overheid.nl/BWBR0005289)
- [BW 6:248 Reasonableness and fairness Direito neerlandês](https://wetten.overheid.nl/BWBR0005289)

Salvo indicação em contrário, as referências remetem para o direito neerlandês (Burgerlijk Wetboek, o Código Civil neerlandês); os instrumentos da UE, como o RGPD, aplicam-se em toda a UE. Esta é informação geral, não constitui aconselhamento jurídico. Outras jurisdições tratam estes conceitos de forma diferente. Verifique o texto em vigor e a sua situação com um advogado qualificado.

## Relevante para

[Software & SaaS](https://contracko.com/pt/setores/software-saas)[Empresas de SaaS B2B](https://contracko.com/pt/setores/b2b-saas)[Prestadores de Serviços Geridos](https://contracko.com/pt/setores/fornecedores-servicos-geridos)[Serviços de TI](https://contracko.com/pt/setores/servicos-informaticos)[Telecomunicações](https://contracko.com/pt/setores/telecomunicacoes)

## Cláusulas relacionadas

- [Warranties Clause](https://contracko.com/pt/biblioteca-de-clausulas/garantias)
- [Limitation of Liability Clause](https://contracko.com/pt/biblioteca-de-clausulas/limitacao-de-responsabilidade)
- [Liquidated Damages Clause](https://contracko.com/pt/biblioteca-de-clausulas/clausula-penal)

## Termos relacionados

- [Service level agreement (SLA)](https://contracko.com/pt/glossario/acordo-de-nivel-de-servico)
- [Warranty](https://contracko.com/pt/glossario/garantia)
- [Breach of contract](https://contracko.com/pt/glossario/incumprimento-de-contrato)

### Nunca mais perca um prazo contratual

- A IA encontra as datas de renovação e aviso prévio
- Os riscos e obrigações são apresentados automaticamente
- Os lembretes ajudam-no a agir antes que as datas passem

Largue um contrato para começar

PDF, DOCX, PNG ou JPG

[Iniciar avaliação de 7 dias](https://app.contracko.com/register?appLanguage=pt&utm_source=clause_library_sidebar&utm_medium=lead_magnet&utm_campaign=clause_library_sidebar_contract_upload&content_slug=service-level-agreement&content_title=Service+Level+Agreement+%28SLA%29&cta_placement=clause_library_sidebar_cta&source_tool=clause_library_sidebar_service-level-agreement)

Conforme com o RGPD. Encriptado. Nunca utilizado para treinar IA.

## Perguntas frequentes

Questões comuns sobre esta cláusula.

- **Q:** Are service credits a customer's only remedy under an SLA?
  **A:** Often yes. Providers usually draft credits as the exclusive remedy, so customers should negotiate a termination right for chronic failure.

- **Q:** How is uptime measured?
  **A:** Per the agreed window (usually monthly) excluding planned maintenance; the measurement method must be defined or the metric is unenforceable.

- **Q:** What is a typical uptime target in a SaaS SLA?
  **A:** Most SaaS providers offer 99.9% monthly uptime ("three nines"), which allows about 44 minutes of downtime per month; mission-critical services may require 99.95% or higher.

- **Q:** Can a customer terminate if the provider repeatedly misses SLA targets?
  **A:** Only if the SLA includes a chronic-failure termination right. Without it, the customer is typically limited to service credits regardless of how often targets are missed.

- **Q:** Who bears the burden of proving an SLA breach?
  **A:** Usually the customer, unless the SLA places a reporting duty on the provider. Agreeing on a shared monitoring tool or provider-generated reports avoids later factual disputes.

## Nunca mais perca uma cláusula arriscada

O Contracko revê automaticamente cada contrato em busca desta cláusula e das obrigações que cria.

[Iniciar período de experiência gratuito de 7 dias](https://app.contracko.com/register?appLanguage=pt)

Marcar demonstração