Service Level Agreement (SLA) (Basecamp)
Updated 17 October 2025
This Service Level Agreement (SLA) outlines Basecamp's commitment to providing 99.99% monthly uptime for its customers. It details how uptime is measured and specifies that if the guaranteed uptime is not met, customers will receive an automatic credit on their next billing cycle.
[name of product/service] SLA
Thousands of companies rely on [name of product/service]. Just like you, [name of product/service] is our company's lifeline. It’s where we make decisions, share designs, debate ideas, broadcast companywide announcements, and keep up to date on what everyone's working on. That's why we guarantee 99.99% monthly uptime to teams on [name of product/service].
What is “uptime”?
“Uptime” refers to the period of time when [name of product/service] is up and running.
How do I find [name of product/service]’s uptime?
We make our uptime public here: [link address to uptime page].
What happens if it’s below 99.99%?
Our Ops team is working so that we won’t find ourselves in that situation. But stuff happens, so if our uptime drops below 99.99%, we will provide an automatic credit under our SLA to our customers on their next billing cycle. For any given day where an outage exceeds 5 minutes, we’ll credit your account 10x for a full hour that is equal to the hourly rate you pay us for use of [name of product/service]. You can always check up on us . That is the full limit of our liability under this SLA. Now you can get back to your work with the peace of mind knowing that we’ve got you covered.
How do we track that uptime?
We track uptime by measuring the server side error rate along with using server monitoring software to look at results from ping tests, web server tests, TCP port tests, and website tests. Any changes to [name of product/service]'s uptime are immediately shown on our .
Will this change in the future?
[name of product/service] may update this SLA once in a blue moon — we’ll notify you about significant changes by emailing the account owner or by placing a prominent notice on our site.
What if I have questions about this SLA?
Please get in touch with [support email address] and we’ll be happy to answer them!
About this template
What is this template?
Service Level Agreement (SLA) (Basecamp) is a free, ready-to-use Service Level Agreements template you can open, customize, and download on GitLaw. It gives you a professionally structured starting point, so you never have to draft from a blank page. The wording is plain and modern, organized into clear sections that are easy to read, edit, and adapt to your own situation before you share or sign it.
When should you use it?
Reach for this Service Level Agreements template whenever you need a reliable agreement quickly and want to be sure the essentials are covered. It suits individuals, freelancers, startups, and established businesses alike. Instead of paying for a document drafted from scratch, you can start here, tailor the details to your arrangement, and have a polished draft ready in minutes. This version is drafted with General in mind, though you should always review the final wording against the laws that apply to you.
What's typically included?
A well-drafted Service Level Agreements usually sets out the parties involved, the scope of the agreement, and each side's rights and responsibilities. Expect sections covering key terms and definitions, how long the agreement lasts, how it can be ended, and what happens if something goes wrong. This template brings those building blocks together in a sensible order, so you can focus on the specifics rather than worrying about what to include. Open it to read the full document, then sign up to edit, negotiate, and e-sign it directly in GitLaw.