Service Level Agreements Solicitors
Bespoke legal advice to use service level agreements to define and protect your business relationships
Talk to one of our team members on 03300297347
Whether you’re delivering critical services or relying on them to meet your own obligations, a well-drafted Service Level Agreement (SLA) can make the difference between a smooth commercial relationship and costly disruption.
At Slater Heelis, our commercial solicitors are experienced in drafting, reviewing, and advising on tailored SLAs that clearly define expectations, minimise risk, and foster long-term success. We act for service providers across a wide range of industries, delivering pragmatic, commercially focused advice every step of the way.
What Is a Service Level Agreement?
A Service Level Agreement (SLA) is a contractual document that outlines the standard of service a provider agrees to deliver. Typically forming an annex or schedule to a wider service agreement, it details the scope of services, measurable performance metrics, response times, service credits, and escalation procedures.
SLAs are especially valuable where services are business-critical or long-term, such as IT outsourcing, logistics, property maintenance, or professional services. They help clarify roles and responsibilities, protect against service failures, and build in accountability from the outset.
If you’re looking for reliable and straightforward advice, contact our commercial solicitors in Manchester and Sale by filling out our contact form or call 03300 299 419.
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Tailored SLA Support for Your Business
We understand that no two businesses or services are alike. Our solicitors work closely with you to ensure your SLA reflects the unique operational, technical, and commercial realities of your agreement. Depending on your requirements, we can:
- Draft clear, practical SLAs that align with your main service agreement
- Review and advise on existing SLAs to identify risks and gaps
- Negotiate SLA terms with third parties
- Provide guidance on remedy provisions and service credits
- Assist with enforcement or dispute resolution where service levels are not met
Whether you need a customer-focused SLA tailored to a single contract or a service-based SLA for consistent use across multiple clients, we’ll ensure your agreement is robust, commercially sound, and future-proof.
Key Issues to Consider in an SLA
A strong SLA doesn’t just protect against underperformance, it gives both parties clarity, accountability, and a shared framework for success. Common considerations include:
- Defined service scope – what’s included, what’s excluded, and what falls under additional charge
- Performance metrics – measurable standards such as response times, fix times, uptime guarantees, and severity levels
- Service credits – financial remedies for missed targets
- Escalation procedures – how issues are prioritised and managed internally
- Monitoring & reporting – regular performance tracking, trend analysis and accountability
- Data protection & confidentiality – especially important in tech, healthcare and regulated sectors
- Termination rights – how repeated or serious failures can trigger a right to exit the contract
- Limitation of liability – setting realistic boundaries while complying with UK legal standards
We’ll help you navigate the technical detail while ensuring your SLA is clear, enforceable, and aligned with the realities of your service delivery.
Ongoing Support & Dispute Resolution
SLAs are living documents. As your business evolves, we’ll help you keep them aligned with changing services, technology, and regulations. We also act quickly where disputes arise, offering resolution strategies that protect relationships and business continuity.
Should a dispute escalate, our commercial litigation team can step in to advise on breach, service credit enforcement, or termination, always with a focus on achieving swift, cost-effective outcomes.
Why Choose Slater Heelis?
With decades of trusted expertise advising on Service Level Agreements (SLAs) across a wide range of sectors, we provide tailored legal advice that reflects your unique services, business goals, and priorities.
Every agreement we draft is bespoke, ensuring it aligns precisely with your needs. As a full-service firm, we collaborate seamlessly with our employment, intellectual property, litigation, and corporate teams to offer comprehensive support.
Responsive and proactive, we work as an extension of your team, delivering clear, commercial value from day one.
If you need clear, commercial legal advice on Service Level Agreements, whether you’re drafting from scratch, negotiating terms, or managing a dispute, we’re here to help.
Call our team today on 03300 299 419 or fill in our contact form to arrange a consultation with one of our commercial solicitors.
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If you need expert advice on commercial matters, we’re here to help. Contact us today to discuss your situation with one of our experienced commercial solicitors.
