# 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.

- Topic: Legal & Compliance
- Framework: Few-Shot
- Level: Standard
- Tags: Legal, Write, Plan, Fill-in Template
- Source: https://www.thinkwithprompt.com/prompts/draft-an-uptime-sla-with-service-credits-for-my-saas-product

## Prompt

```text
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.
```

## 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

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