Are electronic signatures valid?

Yes. Electronic signatures that meet ESIGN (15 U.S.C. ch. 96) and UETA requirements are legally binding for most commercial agreements; exceptions such as wills or certain court filings apply.

What makes an SLA metric enforceable?

An enforceable metric is measurable, objectively defined, and tied to a specified measurement method and time window; include the data source and calculation formula.

Do I need a notary or witness?

Most BSLAs do not require notarization; check state-specific rules if the agreement will be recorded or if local law imposes authentication requirements.

How should remedies be calculated?

Define precise formulas for credits or deductions, including the calculation period and any caps; avoid subjective remedies that are hard to validate.

Can a BSLA be amended electronically?

Yes. Amendments can be signed electronically if they meet ESIGN/UETA tests and parties consent to electronic records and signatures.

What records should I keep for audits?

Keep the executed agreement, signature audit trail, monitoring reports, change logs, and correspondence tied to performance claims for the applicable retention period.

Electronic Signature
Templates
Miscellaneous
Business Services Level Agreement

Business Services Level Agreement

This template is fully customizable. Edit the text, fill out the fields, and send it for signature. Give it a try!

BUSINESS SERVICES LEVEL AGREEMENT

This Business Services Level Agreement (the Agreement) is entered into effective as of (Effective Date) by and between:

Service Provider: Provider Address: Client: Client Address:

Recitals

WHEREAS, Service Provider is engaged in the business of providing business services, technical support, and related deliverables described in this Agreement; and

WHEREAS, Client desires to obtain from Service Provider certain services governed by service levels, reporting, remedies and payment terms set forth herein; and

NOW, THEREFORE, in consideration of the mutual covenants and promises contained herein, the parties agree as follows:

Scope of Work

Service Provider shall perform the services and deliverables described below in accordance with the terms of this Agreement. The Scope of Work may include, without limitation, operations support, maintenance, development, and professional services as set forth.

Detailed Scope of Work (describe tasks, deliverables, acceptance criteria):

Service Levels and Performance Standards

Service Provider shall provide services in accordance with the service level commitments set forth below. Service metrics are measured on a monthly measurement period unless otherwise specified.

Target Uptime (percentage): Priority Response Time (initial acknowledgment): Resolution Target (by priority): Measurement and Reporting:

Remedies: If Service Provider fails to meet any committed service level for a measurement period, Client shall be entitled to service credits calculated as follows:

Service Credit Calculation (describe):

Payment Terms

In consideration of the services provided under this Agreement, Client shall pay Service Provider as set forth below.

Fee Amount (per billing period or one-time): Billing Schedule and Payment Method:

Late Payment: Any undisputed amount not paid within days of the invoice due date shall accrue a late fee of per month, or the maximum permitted by law, whichever is lower.

Term and Termination

Term: This Agreement commences on and, unless earlier terminated in accordance with this Agreement, continues until .

Either party may terminate this Agreement for convenience upon days' prior written notice to the other party.

Termination for Cause: Either party may terminate immediately upon written notice if the other party materially breaches this Agreement and fails to cure such breach within days after receipt of written notice specifying the breach.

Effects of Termination (final accounting, return of property, transition assistance):

Confidentiality

Each party (the Receiving Party) shall hold in confidence and not use or disclose to any third party any Confidential Information of the other party (the Disclosing Party) except as necessary to perform obligations under this Agreement. Confidential Information includes non-public technical, business and financial information, customer data, and other proprietary information designated as confidential or which reasonably should be understood to be confidential. Confidential Information shall not include information that (a) is or becomes generally available to the public other than through a breach of this Agreement, (b) is rightfully received from a third party without restriction, (c) is independently developed by the Receiving Party without reference to the Disclosing Party's Confidential Information, or (d) is required to be disclosed by law, provided that the Receiving Party gives prompt written notice and cooperates to limit disclosure.

Limitation of Liability

Except for liability arising from gross negligence, willful misconduct, breach of confidentiality obligations, or infringement of third-party intellectual property rights, neither party shall be liable for indirect, incidental, consequential, special or punitive damages. The aggregate liability of each party for claims arising out of this Agreement shall not exceed the total fees paid by Client to Service Provider under this Agreement in the twelve (12) months preceding the claim.

Governing Law and Dispute Resolution

This Agreement shall be governed by and construed in accordance with the laws of the State of without regard to conflict of laws principles. The parties agree to good-faith negotiation to resolve disputes. If negotiation fails, disputes shall be resolved by binding arbitration in the agreed jurisdiction unless otherwise required by law.

Entire Agreement; Amendments

This Agreement, together with any exhibits, statements of work, and attachments expressly incorporated herein, constitutes the entire agreement between the parties with respect to its subject matter and supersedes all prior and contemporaneous agreements, proposals and understandings, whether written or oral. Any amendment or modification must be in writing signed by authorized representatives of both parties.

Miscellaneous

Assignment: Neither party may assign this Agreement without the prior written consent of the other party, except that either party may assign to an affiliate or in connection with a sale of substantially all of its business or assets. Notices under this Agreement shall be in writing and delivered to the addresses provided above or such other address as the party designates in writing.

Additional Provisions or Special Terms:

Service Provider (Print Name):

By:

Date:

Client (Print Name):

By:

Date:

What a Business Services Level Agreement Is and when it applies

A Business Services Level Agreement (BSLA) is a written contract that defines the scope, measurable performance objectives, responsibilities, reporting, and remedies for a services engagement between a service provider and a business customer. It typically covers service levels (uptime, response and resolution times), deliverables, escalation paths, change control, metrics and measurement, and communications protocols. A well-drafted BSLA clarifies expectations, reduces disputes, and provides objective performance benchmarks tied to credits or other remedies when service commitments are not met.

Why a clear Business Services Level Agreement matters

A BSLA aligns commercial expectations with operational delivery by defining measurable targets and consequences. It reduces ambiguity, enables performance monitoring, and supports governance across procurement, operations, and legal teams.

Teams and roles that typically prepare or sign a BSLA

The BSLA is completed when suppliers and customers need defined service metrics, accountability, and dispute-resolution mechanisms.

Procurement and sourcing teams negotiating contract terms and service costs for vendor relationships.
IT and operations leaders defining uptime, incident response, and maintenance windows for managed services.
Legal and contract managers finalizing liability limits, remedies, and termination rights.

Core sections to include in a professional Business Services Level Agreement

A complete BSLA contains measurable service metrics, roles and responsibilities, reporting and monitoring, remedies, change control, and security and privacy obligations tailored to the service type and industry.

Service Definitions

Precise description of services, scope boundaries, deliverables, and excluded activities so parties share a common baseline.

Service Levels

Measurable targets such as availability percentage, mean time to respond, mean time to resolve, and throughput metrics tied to monitoring methods.

Measurement & Reporting

Data sources, measurement windows, reporting cadence, dashboards, and acceptance criteria for performance data and audits.

Remedies & Credits

Financial credits, service extensions, or termination rights triggered by failures to meet defined service levels and their calculation method.

Change Control

Process for modifying scope, service levels, or pricing including notice, approval workflow, and any transitional protections.

Security & Compliance

Confidentiality, data handling, encryption, incident response, and regulatory obligations (HIPAA, PCI, etc.) as applicable to the service.

Step-by-step: completing a Business Services Level Agreement

Follow a structured sequence to ensure accuracy, internal approvals, and consistent implementation of service commitments.

01

Draft Definition: Describe services, scope, and exclusions in plain language for operational clarity.
02

Set Metrics: Select measurable KPIs, define formulas, measurement windows, and thresholds.
03

Agree Remedies: Document credits or actions for missed SLAs and how they are calculated.
04

Review & Sign: Get cross-functional approvals, then execute signatures and distribute final copies to stakeholders.

Common online workflow settings for BSLA completion

When configuring an online BSLA workflow, map each field to an owner, verification method, and required validation.

Field	Configuration
Signature Authentication	Email link + optional SMS code for signer verification
Conditional Fields	Show remediation fields only if metrics fall below thresholds
Template Versioning	Lock approved versions and track changes with audit logs
Delivery	Automated copy to legal repository and stakeholder distribution list

Where to send, file, or store the executed BSLA

Use a consistent routing and storage plan so executed agreements are discoverable and linked to operational systems.

Legal Repository: Store final PDF in contract management system with version metadata.
Vendor Portal: Upload executed copy to the provider portal for access and reporting integration.
Internal Teams: Distribute to IT ops, account manager, and finance for implementation and billing.
Audit Trail Archive: Preserve signature evidence, including audit logs and certificate of completion.

Technical and platform considerations for digital completion

Confirm platform capabilities before executing a BSLA online to ensure authentication, retention, and audit requirements are met.

Authentication: Email link, SMS code, or stronger KBA where required
Integrations: Connectors for Salesforce, NetSuite, Microsoft 365, and Box
File Types: Support for PDF, DOCX, and export to CSV for metrics

Representative eSignature providers and typical starting prices

The table compares commonly referenced vendor starting prices and basic compliance attributes relevant when executing a Business Services Level Agreement.

	signNow	DocuSign	Adobe Sign	PandaDoc	HelloSign
Starting Price	$8/user/mo	$15/user/mo	$14/user/mo	$19/user/mo	$15/user/mo
Free Trial	Yes, 7-day free trial	Varies by plan	Varies by plan	Varies by plan	Varies by plan
Envelope Cap	No cap	100 envelopes/user/year	Varies by plan	Varies by plan	Varies by plan
Audit Trail	Yes	Yes	Yes	Yes	Yes
HIPAA Compliant	Yes	Yes	Yes	No	No

Security, encryption, and compliance essentials to include

Encryption: TLS 1.2/1.3 in transit; AES-256 at rest

Audit Trail: Tamper-evident logs with timestamps and IP addresses

Certifications: SOC 2 Type II and ISO 27001 available

HIPAA: BAA required for PHI processing

21 CFR Part 11: Supported for regulated FDA records

Accessibility: WCAG 2.0 Level AA compliance

Common mistakes to avoid when preparing a BSLA

Using vague metrics or undefined measurement methods that create disputes and inconsistent enforcement across reporting periods.
Failing to align operational procedures with the BSLA, leaving service teams without clear routing, monitoring, or escalation responsibilities.
Omitting remedies or tying credits to ambiguous calculations, which weakens enforcement and complicates post-event reconciliation.
Ignoring applicable compliance obligations (for example HIPAA or PCI) when services involve protected data, increasing legal and regulatory risk.

Consequences of an incomplete or incorrect BSLA

Operational Disputes: Service interruptions without agreed remedies

Financial Exposure: Uncapped liability or ambiguous credit calculations

Regulatory Risk: Noncompliance with HIPAA, PCI, or sector rules

Contractual Gaps: Undefined change control or termination mechanics

Reputational Harm: Public failures without remediation plans

Enforceability: Ambiguous signatures or missing authorizations

Frequently asked questions about Business Services Level Agreements

Answers to common questions about enforceability, signatures, measurement, and amendment processes for BSLAs.

Need help? Contact support

Are electronic signatures valid?
Yes. Electronic signatures that meet ESIGN (15 U.S.C. ch. 96) and UETA requirements are legally binding for most commercial agreements; exceptions such as wills or certain court filings apply.
What makes an SLA metric enforceable?
An enforceable metric is measurable, objectively defined, and tied to a specified measurement method and time window; include the data source and calculation formula.
Do I need a notary or witness?
Most BSLAs do not require notarization; check state-specific rules if the agreement will be recorded or if local law imposes authentication requirements.
How should remedies be calculated?
Define precise formulas for credits or deductions, including the calculation period and any caps; avoid subjective remedies that are hard to validate.
Can a BSLA be amended electronically?
Yes. Amendments can be signed electronically if they meet ESIGN/UETA tests and parties consent to electronic records and signatures.
What records should I keep for audits?
Keep the executed agreement, signature audit trail, monitoring reports, change logs, and correspondence tied to performance claims for the applicable retention period.

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