Service Level Agreements (SLAs) are essential business documents used to establish clear, measurable standards for service delivery and performance in commercial relationships. This Service Level Agreement template is designed for use under Australian law and incorporates relevant requirements from Australian federal and state legislation, including the Competition and Consumer Act 2010 and the Privacy Act 1988. The document is particularly valuable when establishing long-term service arrangements where service quality, reliability, and performance metrics need to be clearly defined and monitored. It includes comprehensive provisions for service delivery standards, performance measurement, reporting requirements, remedy mechanisms, and dispute resolution procedures. The SLA is commonly used in technology services, managed services, and other professional service arrangements where specific performance standards need to be maintained and measured.
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1. Parties: Identification and details of the service provider and customer
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 throughout the agreement
4. Service Description: Comprehensive description of services to be provided, including scope and exclusions
5. Service Levels: Specific, measurable performance metrics and standards that the service provider commits to meet
6. Performance Monitoring: Methods and frequency of measuring and reporting service performance
7. Service Credits: Compensation mechanism for failure to meet service levels
8. Support and Response Times: Details of support services, including response and resolution times for different incident priorities
9. Customer Obligations: Requirements and responsibilities of the customer
10. Change Management: Process for requesting and implementing changes to services
11. Dispute Resolution: Procedures for handling disputes between parties
12. Term and Termination: Duration of agreement and conditions for termination
13. Liability and Indemnities: Limitations of liability and indemnification provisions
14. General Provisions: Standard legal clauses including governing law, notices, and assignment
1. Business Continuity and Disaster Recovery: Include when services are critical to customer operations, specifying recovery time objectives and procedures
2. Security Requirements: Include for services involving sensitive data or systems, detailing security protocols and compliance requirements
3. Intellectual Property Rights: Include when services involve creation or use of intellectual property
4. Data Protection and Privacy: Include when personal or sensitive data is processed as part of the services
5. Transition and Exit: Include for complex services requiring detailed exit planning and knowledge transfer
6. Subcontractors: Include when service provider may use third-party subcontractors
7. Insurance Requirements: Include for high-risk services or when required by regulatory compliance
8. Service Level Review: Include for long-term agreements requiring periodic review and adjustment of service levels
1. Schedule 1 - Service Descriptions: Detailed technical specifications of each service component
2. Schedule 2 - Service Level Metrics: Detailed performance metrics, measurement methods, and reporting requirements
3. Schedule 3 - Pricing and Service Credits: Detailed pricing structure and service credit calculations
4. Schedule 4 - Support Procedures: Detailed support processes, escalation procedures, and contact information
5. Schedule 5 - Technical Requirements: Technical specifications, system requirements, and infrastructure details
6. Appendix A - Incident Priority Definitions: Classifications and definitions of incident priorities
7. Appendix B - Report Templates: Standard templates for performance reporting
8. Appendix C - Change Request Forms: Standard forms and procedures for requesting service changes
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Cloud Services
Telecommunications
Managed Services
Professional Services
Healthcare
Financial Services
Data Centers
Software Development
Business Process Outsourcing
Infrastructure Services
Consulting Services
Relevant Teams
Legal
Information Technology
Operations
Procurement
Service Delivery
Risk and Compliance
Vendor Management
Commercial
Technical Operations
Service Management
Contract Administration
Relevant Roles
Chief Information Officer
IT Director
Service Delivery Manager
Operations Manager
Contract Manager
Procurement Manager
Legal Counsel
Technology Manager
Vendor Manager
Business Relationship Manager
Chief Technology Officer
Service Operations Director
Commercial Manager
Risk Manager
Compliance Officer
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