This document template addresses the growing need for clearly defined service level commitments in continuous operation environments within the Australian business landscape. The 24 Hour SLA is specifically designed for services that require round-the-clock availability and support, establishing measurable performance criteria and response times. It incorporates requirements from Australian Consumer Law, privacy regulations, and industry-specific standards, making it suitable for critical business operations. The agreement includes essential provisions for service delivery, monitoring, reporting, and remedy mechanisms, while ensuring compliance with Australian legal frameworks. This template is particularly valuable for businesses providing essential services, technology infrastructure, or critical support services where service continuity is paramount.
Your data doesn't train Genie's AI
You keep IP ownership of your information
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
OR
Let Genie AI's market-leading legal AI identify missing terms, unusual language, compliance issues and more - in just seconds.
1. Parties: Identification of service provider and customer with full legal names and addresses
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, metrics, and key concepts used in the SLA
4. Service Description: Detailed description of services covered under the agreement
5. Service Levels: Specific commitments for 24-hour service availability, response times, and performance metrics
6. Service Credits and Penalties: Financial implications and remedies for failing to meet service levels
7. Monitoring and Reporting: Methods and frequency of service level measurement and reporting
8. Support and Communication: Support procedures, escalation paths, and communication protocols
9. Force Majeure: Circumstances under which service levels may be excused
10. Term and Termination: Duration of agreement and termination conditions
11. General Provisions: Standard legal clauses including governing law, notices, and amendments
1. Data Protection and Privacy: Required if personal data is processed as part of service delivery
2. Disaster Recovery: Include if business continuity is critical to service delivery
3. Security Requirements: Add if specific security standards or compliance requirements apply
4. Subcontractors: Include if service provider may use third-party suppliers
5. Insurance: Add if specific insurance coverage requirements are needed
6. Transition Services: Include if complex service handover is required at start or end of agreement
1. Schedule 1 - Service Definitions: Detailed technical specifications of services and support levels
2. Schedule 2 - Service Level Metrics: Specific performance indicators, measurement methods, and targets
3. Schedule 3 - Fee Schedule: Pricing, payment terms, and service credit calculations
4. Schedule 4 - Escalation Procedures: Detailed support escalation process and contact information
5. Schedule 5 - Report Templates: Standard formats for service level reporting
6. Appendix A - Technical Requirements: Detailed technical specifications and requirements
7. Appendix B - Contact Details: Key personnel and contact information for both parties
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Healthcare
Financial Services
Telecommunications
Cloud Services
Managed Services
Data Centers
Emergency Services
Critical Infrastructure
Manufacturing
E-commerce
Logistics
Relevant Teams
Legal
Operations
Service Delivery
Technical Support
Compliance
Procurement
Account Management
Risk Management
Information Technology
Contract Administration
Service Operations
Relevant Roles
Chief Technology Officer
Operations Manager
Service Delivery Manager
Legal Counsel
Procurement Manager
IT Director
Compliance Officer
Contract Manager
Support Manager
Account Executive
Risk Manager
Technical Services Director
Chief Information Officer
Service Operations Manager
Find the exact document you need
5 Day SLA
An Australian-law governed Service Level Agreement establishing 5-day service delivery commitments, performance metrics, and compliance requirements between provider and customer.
find out more
4 Hour SLA
An Australian law-compliant Service Level Agreement template specifying 4-hour response time commitments with associated performance metrics and remedies.
find out more
SLA Security
An Australian-law governed Security Service Level Agreement defining security service standards, performance metrics, and compliance requirements.
find out more
Service Level Agreement Internet Provider
Australian-compliant Internet Service Provider SLA template covering service standards, performance metrics, and regulatory requirements under Australian telecommunications law.
find out more
Internal SLA
An Australian-compliant internal agreement defining service standards and performance metrics between departments within the same organization.
find out more
Customer Based SLA
An Australian-law governed Service Level Agreement defining service performance metrics, standards, and remedies between service provider and customer.
find out more
Default SLA
An Australian-compliant Service Level Agreement template defining service standards, performance metrics, and obligations between service providers and customers.
find out more
SLA Site
An Australian-compliant Service Level Agreement governing site-specific services, performance standards, and operational requirements at designated locations.
find out more
SLA For Problem Management
An Australian-law governed Service Level Agreement that defines terms, metrics, and procedures for systematic problem management and resolution in IT services.
find out more
Managed Services Service Level Agreement
An Australian-compliant Service Level Agreement specifying performance standards and obligations for managed services delivery.
find out more
SLA And Sop
An Australian law-compliant combined Service Level Agreement and Standard Operating Procedures document defining service standards and operational procedures.
find out more
Improved SLA
An enhanced Service Level Agreement template for Australian jurisdiction, featuring comprehensive performance metrics and service standards with robust accountability mechanisms.
find out more
Average SLA
An Australian-law governed Service Level Agreement defining service standards, metrics, and remedies between provider and customer.
find out more
Agency SLA
An Australian-compliant Agency Service Level Agreement defining the relationship between principal and agent, including service standards and performance metrics.
find out more
SLA Production
An Australian-compliant Service Level Agreement template for production services, establishing performance standards and quality metrics for manufacturing and production operations.
find out more
Service Level Agreement For Schools
An Australian-law governed agreement defining service levels and performance standards between service providers and educational institutions, incorporating educational regulatory requirements.
find out more
Server Level Agreement
An Australian-law governed Service Level Agreement defining service standards, performance metrics, and mutual obligations between service provider and customer.
find out more
Sales SLA
An Australian-compliant Service Level Agreement defining performance standards and commitments for sales-related services, aligned with Australian Consumer Law.
find out more
Outsourcing SLA
Australian-law governed Outsourcing Service Level Agreement defining service standards, performance metrics, and operational requirements between provider and customer.
find out more
Cleaning Service Level Agreement
An Australian-law governed agreement establishing terms and performance standards for professional cleaning services, including service specifications and compliance requirements.
find out more
Task SLA
Australian-compliant Service Level Agreement template for task-based service delivery arrangements, including performance standards and measurement criteria.
find out more
SLA Training
An Australian-law governed Service Level Agreement for training services that establishes quality standards, performance metrics, and delivery requirements.
find out more
SLA Tier 3
An Australian-law governed Service Level Agreement defining Tier 3 service delivery standards, performance metrics, and support procedures for non-critical business services.
find out more
SLA Storage
An Australian-compliant agreement defining terms, conditions, and service levels for professional storage services, incorporating relevant federal and state regulations.
find out more
SLA Level 1
An Australian-compliant basic Service Level Agreement defining core service standards and performance requirements between service provider and customer.
find out more
SLA In System Design
An Australian-law governed Service Level Agreement defining performance metrics and responsibilities for system design services, including technical specifications and compliance requirements.
find out more
SLA Employee
An Australian Employee Service Level Agreement establishing performance standards and service delivery expectations while complying with Australian employment law.
find out more
SLA Asset Management
An Australian-law governed Service Level Agreement outlining terms, conditions, and performance standards for professional asset management services.
find out more
Shipping SLA
An Australian-compliant Service Level Agreement for shipping services, establishing performance standards and operational requirements under Australian maritime law.
find out more
Latency SLA
An Australian-law governed SLA document defining latency requirements, measurements, and remedies for service delivery performance.
find out more
Guaranteed SLA
An Australian-law governed agreement establishing guaranteed service levels and performance standards with specific metrics and remedies for service delivery.
find out more
Finance SLA
An Australian-law governed agreement establishing performance standards and service expectations for financial services, including regulatory compliance and service metrics.
find out more
Email SLA
An Australian-compliant Service Level Agreement for email services, defining performance standards and obligations between provider and client.
find out more
Quality SLA
An Australian-law governed agreement establishing measurable service quality standards, performance metrics, and compliance requirements between service providers and customers.
find out more
Premium SLA
An Australian-law governed Premium Service Level Agreement defining enhanced service standards, support arrangements, and performance commitments for business-critical services.
find out more
Office SLA
An Australian-law governed agreement defining service levels and performance standards for office-related services, including operational metrics and compliance requirements.
find out more
Monthly SLA
Australian-compliant monthly Service Level Agreement template defining service standards, performance metrics, and remedies between providers and customers.
find out more
Marketing SLA
An Australian-law governed agreement setting performance standards and delivery expectations for marketing services, with compliance requirements and service metrics.
find out more
Demo SLA
An Australian-compliant Service Level Agreement template outlining service delivery commitments and performance metrics between providers and customers.
find out more
Data Slas
An Australian-law governed agreement defining service levels and requirements for data-related services, ensuring compliance with local privacy and data protection regulations.
find out more
ұԾ’s Security Promise
Genie is the safest place to draft. Here’s how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; ұԾ’s AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
We are ISO27001 certified, so your data is secure
Organizational security:
You retain IP ownership of your documents and their information
You have full control over your data and who gets to see it
.png)