Draft an uptime SLA with service credits for my SaaS product
A customer-facing service level agreement with a measurable uptime target, exclusions, credit table, and claim process.
The prompt
Draft a service level agreement (SLA) for my SaaS product.
Product and plans covered: [e.g. "Enterprise plan only"]
Uptime target we can actually meet: [e.g. 99.9% monthly] and our last 12 months of actual uptime: [DATA or "unknown"]
How we measure availability: [status page, synthetic checks, error rates - what we have today]
Planned maintenance practice: [windows, notice period]
Support response targets, if included: [by severity]
Credit appetite: [e.g. "credits capped at 25% of monthly fees"]
Include:
1. Definitions: availability, downtime, monthly uptime percentage (show the formula), scheduled maintenance, severity levels.
2. Exclusions: customer-caused issues, third-party services, force majeure, beta features, scheduled maintenance with notice.
3. A service credit table tied to uptime bands, with a cap.
4. Claim process: how and within how many days to request credits, what evidence is needed.
5. Credits as the sole remedy, plus an optional termination right for repeated failures (flag it as a negotiation lever).
6. Support response and resolution targets by severity, if I gave them.
Also give me:
- The allowed downtime per month and per year for my target (e.g. 99.9% is about 43 minutes a month).
- A warning if my target is higher than my history supports.
- Monitoring and reporting I need in place before publishing this.
Use plain language. Mark anything I have not confirmed as [CONFIRM]. This is general information - have a lawyer review it against my master agreement before use.
Highlighted [brackets] are blanks to replace with your own details.
Fill in the blanks and use this promptMore Legal & Compliance prompts
What to fill in
- e.g. "Enterprise plan only"
- e.g. 99.9% monthly
- DATA or "unknown"
- windows, notice period
- by severity
- e.g. "credits capped at 25% of monthly fees"
- CONFIRM
How this prompt is built
This prompt follows the Few-Shot structure (Few-shot prompting). A few-shot prompt includes one or more worked examples of the input and the output you want, so the model can copy the pattern instead of guessing it.
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