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.
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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
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
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
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
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