Service Level Credits Addendum - Document Builder 👷‍♂️

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🌍 Jurisdiction & Basics

Country, language, provider/customer details, and effective date.

Country *

Language of the completed document *

Service Provider Legal Name *

Customer Legal Name *

Effective Date *

Date

Time

Reference Agreement (title/ID/URL) *

🚦 Service Tiers & Metrics

Define service tier, uptime target (SLO), and key metrics (e.g., response/restore).

Service Tier *

Uptime Target SLO (e.g., 99.9%) *

Key Metrics (e.g., RTO, RPO, Response & Restore targets) *

⚡ Credit Triggers

When credits apply: outages, missed response/restore, breach of SLOs.

Events That Trigger Credits (select all that apply) *

Unscheduled outage exceeding error budget
Monthly uptime below SLO
Response time above target
Restore time above target
Other material SLA breach

Additional Trigger Details / Error Budget Regime (optional)

🧮 Credit Calculation

Credit % or amount and monthly cap; stacking/rounding rules.

Credit Basis *

Credit Formula / Bands (e.g., <99.9% = 5%, <99.5% = 10%) *

Monthly Cap on Credits (e.g., 50% fees) *

Can credits stack across multiple triggers in same month? *

📬 Claim Process

How to submit claims, deadlines, required evidence, and review timeline.

Claim Window (days from incident) *

How to Submit (email/portal) & Required Evidence *

Provider Review Timeline (business days) *

🚫 Exclusions & Limits

Events not eligible for credits and overall limitations.

Exclusions (select all that apply) *

Scheduled maintenance
Force majeure
Third‑party provider failures outside control
Customer network/misconfiguration
Breach of AUP/contract by customer

Additional Exclusions / Notes

📈 Reporting & Review

Monthly reporting, dashboards, and periodic SLO review.

Operational Reports Provided (frequency, contents, delivery) *

Periodic SLO Review/Adjustment? *

If Yes: Review cadence & change control

⌛ Term & Termination

Duration, amendment mechanics, and termination effects on credits.

Term & Amendments (alignment with main agreement) *

Effect of Termination on Accrued/Unapplied Credits *

✍️ Signatures & Attachments

Acknowledgements, signatures/dates, and uploads.

Final Acknowledgements (must check all) *

Information provided is true and correct
We agree to the terms of this Service Level Credits Addendum
Electronic signatures valid where permitted

Provider Signature (type name) *

Provider Sign Date *

Date

Time

Customer Signature (type name) *

Customer Sign Date *

Date

Time

Attachments (SLA report, incident logs, etc.)

Drag & Drop Files, Choose Files to Upload You can upload up to 5 files.

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Document Type

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