Virtual Assistant Service Level Agreement (SLA) Template
A service level agreement defines the specific performance standards your VA is expected to meet — response times, output quality, availability, and escalation procedures. It creates shared expectations from day one.
See also: what is a virtual assistant, how to hire a virtual assistant, virtual assistant pricing.
What Is a VA SLA?
An SLA is a document (often part of or attached to your contractor agreement) that specifies measurable performance standards. Unlike general contractor agreements that define scope and terms, an SLA defines how well the work will be done.
Core Elements of a VA SLA
Response Time Standards
- Acknowledge messages within X hours during working hours
- Complete urgent tasks within X hours of assignment
- Deliver standard tasks within X business days
Work Quality Standards
- Error rate targets (e.g., fewer than X errors per 10 deliverables)
- Revision policy (how many rounds of revision are included)
- Self-review requirements before submission
Availability Standards
- Working hours and days
- Advance notice required for time off
- Coverage requirements during absences
Communication Standards
- Status update frequency for ongoing projects
- Format for daily or weekly updates
- Escalation procedures for issues
Metrics to Track Against Your SLA
The SLA is only valuable if you track it:
- Response time (average and worst-case)
- On-time delivery rate
- Revision request rate
- Error rate on reviewed work
- Availability (scheduled vs. actual hours available)
Using the SLA for Performance Discussions
When performance falls short of SLA standards, the SLA provides a neutral, objective framework for the conversation. Rather than 'I'm frustrated with your work,' you can say 'Based on our SLA, the on-time delivery rate has been 70% vs. the 95% target. Let's discuss what's causing this and how to address it.'
SLA Review Cadence
Review and update your VA SLA when:
- The scope of work changes significantly
- Performance issues reveal that standards were unclear or unrealistic
- The working relationship evolves and new expectations emerge
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