Corporate Counsel

A software service level agreement is an important component to your engagement with a client, as this gives them an insurance policy that you will provide the software as a service at a level that satisfies them.  The SLA should include your services, availability, performance, priorities, responsibilities, guarantees, warranties and specifically define the what the "level of service" to be provided will be. 

However, a software service level agreement can be somewhat tough to negotiate because the goal is to keep the same standard of service for every client.  What may help you successfully negotiate your contracts, is to keep the terms of the SLA separate as an attachment to your master service level agreement. 

With an attached SLA, you can describe the levels of service, availability, performance that is the company's standard for every client.  With these standardized  terms removed from the main contract, they are less likely to become a sticking point in negotiations- especially if you can explain why they must be kept standard across the board. 

Most clients will understand how making any exceptions would become a administrative nightmare, and ultimately, a recipe for failure.  And, for those of your prospective clients who don't understand it, well... you may want to reconsider if you really want them as a client anyways.