The Generic SLA serves as a fundamental agreement template for establishing service delivery standards in the Australian business context. This document is essential when organizations need to formalize service arrangements, whether for IT services, business processes, or professional services. It provides a structured framework for defining service levels, measuring performance, and managing service delivery expectations. The agreement incorporates key elements required under Australian law, including consumer protection provisions and fair contract terms as mandated by the Competition and Consumer Act 2010. A Generic SLA is particularly valuable for businesses seeking to establish clear, measurable service standards while maintaining flexibility for different service types and industry requirements.
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: Identifies and provides full legal details of all parties to the agreement
2. Background: Explains the context and purpose of the agreement
3. Definitions: Defines key terms used throughout the agreement
4. Service Description: Detailed description of services to be provided
5. Service Levels: Specific, measurable performance standards and metrics
6. Service Credits: Compensation mechanism for failure to meet service levels
7. Response and Resolution Times: Timeframes for addressing service issues and incidents
8. Monitoring and Reporting: Methods and frequency of service performance measurement and reporting
9. Customer Obligations: Requirements and responsibilities of the customer
10. Provider Obligations: Requirements and responsibilities of the service provider
11. Term and Termination: Duration of agreement and conditions for termination
12. Charges and Payment: Pricing, payment terms, and billing procedures
13. Dispute Resolution: Process for resolving disagreements between parties
14. General Provisions: Standard legal clauses including governing law, notices, and amendments
1. Data Protection and Privacy: Required when services involve handling personal or sensitive data
2. Disaster Recovery: Include when business continuity is critical to service delivery
3. Security Requirements: Needed when services involve IT systems or sensitive information
4. Intellectual Property Rights: Include when services involve creation or use of intellectual property
5. Change Management: Required for services that may need significant modifications during the term
6. Transition and Exit: Important for complex services requiring handover procedures
7. Insurance Requirements: Include when services involve significant risk or regulatory requirements
8. Force Majeure: Optional but recommended for protection against unforeseen circumstances
1. Schedule 1 - Service Descriptions: Detailed technical specifications of services
2. Schedule 2 - Service Level Metrics: Specific performance targets and measurement methods
3. Schedule 3 - Fee Schedule: Detailed pricing structure and payment terms
4. Schedule 4 - Service Credit Calculations: Formula and examples for calculating service credits
5. Schedule 5 - Escalation Procedures: Detailed process for escalating service issues
6. Schedule 6 - Report Templates: Standard formats for service performance reporting
7. Schedule 7 - Contact Details: Key personnel and contact information for both parties
8. Appendix A - Technical Requirements: Specific technical standards and requirements
9. Appendix B - Security Standards: Detailed security protocols and requirements
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Professional Services
Financial Services
Healthcare
Manufacturing
Retail
Education
Government Services
Logistics and Supply Chain
Construction
Mining
Energy and Utilities
Relevant Teams
Legal
Operations
Information Technology
Procurement
Contract Management
Service Delivery
Compliance
Risk Management
Commercial
Project Management
Quality Assurance
Customer Success
Vendor Management
Relevant Roles
Chief Operating Officer
Operations Manager
Service Delivery Manager
Contract Manager
Procurement Manager
IT Director
Chief Information Officer
Legal Counsel
Compliance Officer
Project Manager
Account Manager
Business Relationship Manager
Quality Assurance Manager
Risk Manager
Commercial 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)