Computer Service Agreement Vs. Service Level Agreement (sla)

If you're hiring or providing IT services, you've probably come across both a Computer Services Agreement (CSA) and a Service Level Agreement (SLA). While these documents are often related, they serve very different purposes. Understanding the distinction between the two is essential to protecting your business, managing expectations, and ensuring legal enforceability.

 

What Is a Computer Services Agreement?

A Computer Services Agreement is a contract between a service provider and a client that defines the terms under which IT services will be delivered. It typically includes:

1. Scope of services
2. Payment terms
3. Duration and renewal
4. Confidentiality and IP clauses
5. Termination conditions
6. Dispute resolution and legal jurisdiction

It acts as the legal backbone of your service relationship and ensures both parties understand their rights and responsibilities.

 

What Is a Service Level Agreement (SLA)?

A Service Level Agreement (SLA) defines the performance standards and metrics that must be met by the IT service provider. It typically includes:

1. Uptime guarantees (e.g., 99.9% monthly uptime)
2. Response and resolution time targets
3. Availability hours (e.g., 9–5 support or 24/7)
4. Penalties or credits for missed targets

An SLA is often a schedule or appendix to a CSA, not a standalone contract. It's more operational than legal.

 

Key Differences Between CSA and SLA

FeatureComputer Services Agreement (CSA)Service Level Agreement (SLA)PurposeLegal contract outlining the relationshipOperational performance documentIncludes payment and legal terms?YesNoDefines service performance metrics?Not in detailYes, in detailStandalone document?YesUsually part of CSA or MSAEnforceable in court?YesUsually through the CSA

 

Why You Need Both for Effective IT Contracting

Using both documents ensures clarity and accountability. The CSA defines the business relationship and legal obligations, while the SLA defines what "good service" looks like. For example:

• A CSA might say you're paying $2,000/month for IT services.
• The SLA will say what you get for that money—e.g., 24-hour response time and 99.9% uptime.

Without an SLA, the client may have unrealistic expectations. Without a CSA, you may lack legal grounds to resolve disputes or enforce payment.

 

Which One Should Come First?

Always start with the CSA. It provides the legal structure. Once that’s in place, use the SLA to spell out specific service expectations. Think of the CSA as the contract and the SLA as the scorecard.

 

Download Free Template

Need help drafting both? Download our free Computer Services Agreement and SLA templates designed for IT service providers, MSPs, and small businesses.

Download here