You also get easy-to-use Process Street SLA templates, from which you can create without much effort an infinite number of SLAs (I`ll focus on one)! A service level agreement (SLA) is a documented agreement between a service provider and a customer that identifies both the services needed and the expected level of service. The agreement varies between suppliers, services and sectors of activity. TechHelpDirect (an MSP) uses precisely this SLA for the agreements they create. And as you can see in this example of your service-based SLA, it`s a thin document that wouldn`t cause headaches for potential customers due to excronance. Now let`s dive deep into service level agreements. Once you`ve answered these questions and the SLA template you want to create is a little clearer in your head, it`s time to write them down. .