A Standard Document that parties to an outsourcing agreement can use as an exhibit to set out service levels and service credits, as well as key performance indicators (KPIs), for an outsourcing agreement or other services agreement. This service level agreement (SLA) is intended to be attached to either a master services agreement or a statement of work (SOW) associated with a master agreement. This Standard Document has integrated notes with important explanations and drafting and negotiating tips.