Contract Clause Library
SLA clause
Sets the measurable performance standards a vendor commits to — uptime, response time, resolution time — and what happens when they're missed.
A service-level agreement clause turns a vague promise of good service into a specific, checkable commitment: a percentage uptime target, a response-time window for support tickets, or a turnaround time for fixes. It matters because without a number attached, "we'll respond quickly" means whatever the vendor decides it means on a bad day.
Sample wording
Sample language (illustrative, not legal advice)
Vendor will maintain 99.5% platform uptime measured monthly and will respond to Priority 1 support tickets within 4 business hours. Failure to meet either target for two consecutive months entitles Client to a service credit equal to 10% of that month's fee.
Red flags
- Uptime or response targets with no defined measurement window or method
- Remedies limited to a vague "reasonable effort to improve" instead of a credit or termination right
- Scheduled maintenance excluded from downtime calculations with no cap on how often it can occur
How MarginFlow reads it
MarginFlow's extraction pipeline pulls the numeric target and measurement window out of this clause so a missed SLA can be flagged automatically once it's tracked against real ticket or uptime data, rather than relying on someone remembering the percentage from a PDF signed months earlier.
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