Service Level Agreement (SLA) by Bonterms
Updated 17 October 2025
This Bonterms Service Level Agreement (SLA) outlines the performance commitments for a cloud service, typically attached to broader cloud terms. It defines target availability, how uptime is monitored, and the remedies available to the customer if the provider fails to meet these targets. Remedies include service credits and, in cases of multiple failures, the right to terminate the order.
Bonterms Service Level Agreement (Version 1.0)
This Bonterms Service Level Agreement ("SLA") operates as an Attachment to the Bonterms Cloud Terms. To use this SLA, Customer and Provider incorporate this SLA by reference on their Cover Page. The parties may modify any element of this SLA, including the SLA Key Terms Chart (see Section 7 below), by reference on their Cover Page. Capitalized terms not defined in this SLA have the meanings given in the Bonterms Cloud Terms.
Service Levels
Provider will use commercially reasonable efforts to provide the Cloud Service at or above Target Availability.
Monitoring
Provider will provide or otherwise make available to Customer, upon request, reports measuring the Monthly Uptime Percentage as against Target Availability.
Service Credits
If there is a verified failure of the Cloud Service to meet Target Availability in a particular month and Customer makes a request for service credit within 30 days after the end of such month, Customer will be entitled to a Service Credit calculated in accordance with the SLA Key Terms Chart below. Provider will apply each Service Credit to Customer's next invoice, provided that Customer's account is fully paid up (without outstanding payment issues or disputes). Customer will receive no refund or other credit for unused Service Credits.
Multiple Failures
To the extent that the Cloud Service experiences Multiple Failures, then Customer may, upon notice to Provider no more than 30 days after the date the Multiple Failures occurred, terminate the Order for the applicable Cloud Service. In such case Provider will refund to Customer any pre-paid, unused fees for the terminated portion of the Subscription Term.
Exclusive Remedies
Service Credits constitute liquidated damages and are not a penalty. Service Credits and the Multiple Failures termination right set forth in Section 4 above are Customer's exclusive remedies, and Provider's sole liability, for Provider's failure to meet Target Availability.
Definitions
"Maintenance" means Provider's routine maintenance of the Cloud Service conducted in accordance with its Maintenance Procedures or reasonable emergency maintenance.
"Maintenance Procedures" means Provider's standard Cloud Service maintenance schedule as posted or otherwise made available by Provider upon request by Customer.
"Monthly Uptime Percentage" means the number of minutes the Cloud Service is accessible and not subject to an Outage during a calendar month divided by the total number of minutes in that calendar month.
"Multiple Failures" is defined in the SLA Key Terms Chart.
"Outage" means an unplanned interruption or material disruption of the Cloud Service, but excluding unavailability to the extent caused by (a) Customer's use of the Cloud Service in a manner not authorized in the Agreement or Documentation, (b) general Internet problems, Force Majeure events or other factors outside of Provider's reasonable control, (c) Customer's network connections or other infrastructure or (d) Maintenance.
"Service Credit" means a credit issued by Provider based on the monthly fees due for the affected Cloud Service in such month.
"Target Availability" is defined in the SLA Key Terms Chart.
SLA Key Terms Chart
Monthly Uptime Percentage: | Service Credit: | |
Target Availability: | 99.9% or higher | None |
Credit Tier 1 | 99.00% - 99.89% | 5% of monthly fees |
Credit Tier 2 | 97.00% - 98.99% | 20% of monthly fees |
Credit Tier 3 | 95.00% - 96.99% | 35% of monthly fees |
Credit Tier 4 | < 95.00% | 50% of monthly fees |
Multiple Failures: means Target Availability is not met for 2 consecutive months or any 3 months in a rolling 12-month period.
About this template
What is this template?
Service Level Agreement (SLA) by Bonterms is a free, ready-to-use Cloud Service 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 Cloud Service 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 Cloud Service 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.