Website Maintenance SLA Template

WEBSITE MAINTENANCE SLA TEMPLATE FAQ

What is a website maintenance SLA?

A Website Maintenance Service Level Agreement (SLA) is a document that defines service expectations for ongoing website support — such as uptime targets, incident response times, maintenance windows, and what is included (and excluded) from support.

What should be included?

A strong SLA includes: severity levels, response and resolution targets, support hours, monitoring scope, backup and security update responsibilities, change request process, and reporting. This template includes each of these in plain language without tables.

Does an SLA guarantee uptime?

No. Most SLAs set targets and remedies (like service credits) but do not guarantee uninterrupted service. This template includes a practical “exceptions” and “force majeure” approach.

Should it be separate from a services agreement?

Often yes. Many companies attach an SLA as an exhibit to a Master Services Agreement or Website Maintenance Agreement. This template works as a standalone document or attachment.

What about third-party outages?

If hosting/CDN/DNS providers go down, the maintenance provider may not be responsible. This template includes third-party dependency exclusions and a coordination obligation.

What is AI Lawyer?

AI Lawyer is an AI-powered assistant that helps you create and customize legal and business document templates online. It guides you through key sections, suggests wording, and explains complex concepts in simple language. AI Lawyer does not replace a licensed attorney or provide legal advice, but helps you prepare better documents faster and more confidently.