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Managed Services Service Level Agreement for Australia

Managed Services Service Level Agreement Template for Australia

This document is a comprehensive Service Level Agreement (SLA) governing the provision of managed services in Australia. It establishes the framework for service delivery, performance standards, and mutual obligations between the service provider and customer. The agreement incorporates Australian legal requirements, including provisions from the Competition and Consumer Act 2010, Privacy Act 1988, and relevant industry regulations. It details service levels, measurement criteria, penalties for non-performance, governance procedures, and operational requirements while ensuring compliance with Australian jurisdiction-specific requirements.

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What is a Managed Services Service Level Agreement?

This Managed Services Service Level Agreement is designed for use in Australian business contexts where ongoing service delivery requires clear performance metrics and accountability. The document is essential when establishing long-term managed service relationships, particularly in technology, infrastructure, or business process outsourcing scenarios. It provides comprehensive coverage of service standards, performance measurements, remedies for underperformance, and governance frameworks, while ensuring compliance with Australian legal requirements including consumer protection, privacy, and data security regulations. The agreement is structured to protect both service provider and customer interests, incorporating industry best practices and regulatory obligations specific to the Australian business environment.

What sections should be included in a Managed Services Service Level Agreement?

1. Parties: Identification of the service provider and customer, including ABN/ACN and registered addresses

2. Background: Context of the agreement, relationship between parties, and high-level purpose of the services

3. Definitions and Interpretation: Detailed definitions of technical terms, service levels, and interpretation clauses

4. Term and Renewal: Initial term, renewal options, and notice periods for extension or termination

5. Service Provider Obligations: Core obligations, service delivery standards, and compliance requirements

6. Customer Obligations: Customer responsibilities, access requirements, and cooperation obligations

7. Service Levels: Detailed service level requirements, measurement methods, and reporting obligations

8. Service Credits and Penalties: Calculations and application of service credits for missed SLAs

9. Charges and Payment: Fee structure, payment terms, and invoicing requirements

10. Governance and Reporting: Service review meetings, reporting requirements, and escalation procedures

11. Change Management: Process for requesting and implementing changes to services or service levels

12. Data Protection and Security: Security requirements, data handling obligations, and privacy compliance

13. Intellectual Property: Ownership and licensing of IP created or used in service delivery

14. Liability and Indemnities: Limitation of liability, indemnities, and insurance requirements

15. Termination: Termination rights, consequences, and transition assistance

16. General Provisions: Standard boilerplate clauses including notices, governing law, and dispute resolution

What sections are optional to include in a Managed Services Service Level Agreement?

1. Business Continuity and Disaster Recovery: Required when services are business-critical or when handling sensitive data

2. Compliance with Industry Standards: Needed when specific industry regulations or standards must be met

3. Third Party Providers: Include when subcontractors or third-party services are part of service delivery

4. Cloud Services Provisions: Required when services include cloud-based solutions

5. Data Sovereignty: Include when data must be stored or processed in specific jurisdictions

6. Source Code Escrow: Needed when custom software is part of the managed services

7. Personnel and Security Clearance: Required for services involving access to sensitive facilities or information

8. Environmental Compliance: Include when services have significant environmental impacts

What schedules should be included in a Managed Services Service Level Agreement?

1. Schedule 1 - Service Description: Detailed description of each service component and delivery requirements

2. Schedule 2 - Service Levels and KPIs: Specific metrics, measurement methods, and performance targets

3. Schedule 3 - Pricing and Charging Model: Detailed pricing structure, rates, and charging calculations

4. Schedule 4 - Service Credit Calculation: Formulas and examples for calculating service credits

5. Schedule 5 - Governance Framework: Detailed governance procedures, roles, and responsibilities

6. Schedule 6 - Technical Requirements: Technical specifications, systems, and infrastructure requirements

7. Schedule 7 - Security Requirements: Detailed security protocols, standards, and compliance requirements

8. Schedule 8 - Transition Plan: Service transition and implementation milestones and requirements

9. Appendix A - Required Reports: Templates and specifications for required service reports

10. Appendix B - Escalation Matrix: Contact details and procedures for issue escalation

11. Appendix C - Approved Subcontractors: List of approved third-party providers and their roles

Authors

Alex Denne

Head of Growth (Open Source Law) @ Genie AI | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

Jurisdiction

Australia

Publisher

Genie AI

Sector

Cost

Free to use
Relevant legal definitions
































































Clauses









































Relevant Industries

Information Technology

Telecommunications

Financial Services

Healthcare

Professional Services

Manufacturing

Retail

Government

Education

Mining

Energy and Utilities

Transport and Logistics

Relevant Teams

Legal

Information Technology

Procurement

Operations

Risk and Compliance

Service Delivery

Vendor Management

Commercial

Project Management

Technical Operations

Information Security

Finance

Relevant Roles

Chief Information Officer

IT Director

Service Delivery Manager

Procurement Manager

Contract Manager

Operations Manager

Legal Counsel

Chief Technology Officer

Vendor Manager

Commercial Manager

Risk Manager

Compliance Officer

Project Manager

Account Manager

Service Level Manager

Technical Operations Lead

Industries








Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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