In today`s competitive business environment, building strong relationships with clients and customers is crucial. One way to solidify those relationships is to establish a service level agreement (SLA) that outlines the expectations and responsibilities of both parties. However, simply throwing together a generic SLA document won`t cut it. To really demonstrate your commitment to providing exceptional service, consider including a cover letter that explains the importance of the SLA and highlights key details.

What is a Service Level Agreement?

A service level agreement is a contract between a service provider and a client that outlines the level of service that will be provided and sets expectations for both parties. SLAs are common in industries such as IT, telecommunications, and healthcare, but they can be useful in any business that involves providing services. Ideally, an SLA should be tailored to the specific needs of each client to ensure that expectations are realistic and achievable.

Why Include a Cover Letter?

A cover letter is not a requirement for an SLA, but it can be a powerful tool for building a strong relationship with your client. By adding a personal touch to the agreement, you demonstrate that you are invested in the success of your client`s business and are committed to delivering exceptional service. The cover letter also provides an opportunity to review the key details of the agreement and clarify any questions or concerns the client may have.

What to Include in the Cover Letter?

When drafting a cover letter for your SLA, there are a few key elements to keep in mind. Here are some tips to help you get started:

1. Start with a friendly greeting: Begin your letter with a warm greeting that sets a positive tone for the document.

2. Explain the importance of the SLA: In a few sentences, outline the benefits of having an SLA in place, such as improved communication, increased transparency, and stronger client-provider relationships.

3. Review the key points of the agreement: In the body of the letter, summarize the key details of the SLA, such as service level targets, response times, and escalation procedures. This review should give the client a clear understanding of what to expect from your services.

4. Address any concerns: If the client has expressed any concerns or questions during the SLA negotiation process, use the cover letter as an opportunity to address them directly. This will help to establish trust and build a stronger relationship with the client.

5. Close on a positive note: End the letter with a positive statement that reinforces your commitment to delivering exceptional service. You might also include your contact information so that the client knows who to reach out to if they have any further questions.


A service level agreement is a powerful tool for building strong client relationships, but it`s important to approach it with care. By including a cover letter that explains the importance of the agreement and highlights key details, you can demonstrate your commitment to providing exceptional service and building a productive partnership with your clients.