This Service Level Agreement Internet Provider template is designed for use in the Australian market, where telecommunications services are regulated by the Australian Communications and Media Authority (ACMA) and must comply with the Telecommunications Act 1997 and related legislation. The document is essential for establishing clear, measurable service standards between Internet Service Providers and their customers, particularly for business and enterprise clients requiring guaranteed service levels. It includes comprehensive coverage of service specifications, performance metrics, support obligations, and compliance requirements specific to the Australian telecommunications industry. The SLA addresses critical aspects such as network availability, bandwidth guarantees, latency parameters, fault resolution timeframes, and service credits, while ensuring alignment with Australian consumer protection laws and industry codes of practice.
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1. Parties: Identification of the ISP and the customer, including full legal names and contact details
2. Background: Context of the agreement, including the ISP's service offering and the customer's requirements
3. Definitions: Detailed definitions of technical terms, service-related concepts, and other important terminology used in the agreement
4. Service Description: Detailed description of the internet services being provided, including connection types, speeds, and technical specifications
5. Service Level Commitments: Specific measurable targets for service availability, performance metrics, and quality standards
6. Performance Monitoring: Methods and tools used to measure and monitor service performance
7. Support Services: Details of technical support, including hours of operation, response times, and escalation procedures
8. Customer Obligations: Customer responsibilities, including payment terms, acceptable use policies, and cooperation requirements
9. Charges and Payment: Pricing structure, payment terms, billing cycles, and any additional charges
10. Service Credits: Compensation mechanism for service level failures and calculation methods
11. Term and Termination: Duration of the agreement, renewal terms, and termination conditions
12. Liability and Indemnities: Limitations of liability, indemnification provisions, and insurance requirements
13. Force Majeure: Circumstances under which service levels may not be met due to events beyond reasonable control
14. Confidentiality: Protection of confidential information and data handling procedures
15. Dispute Resolution: Process for handling disputes between parties
1. Equipment Provision: Include when ISP provides hardware such as modems or routers, detailing maintenance and return conditions
2. Installation Services: Include when physical installation or setup services are part of the agreement
3. Voice Services: Include when VoIP or other voice services are part of the package
4. Data Center Services: Include when hosting or colocation services are provided
5. Security Services: Include when additional security services like DDoS protection are offered
6. Migration Services: Include when service includes migration from previous provider
7. Business Continuity: Include for enterprise clients requiring detailed disaster recovery plans
1. Schedule 1 - Service Specifications: Detailed technical specifications of all services, including bandwidth, contention ratios, and technical configurations
2. Schedule 2 - Service Level Metrics: Detailed performance metrics, measurement methodologies, and reporting procedures
3. Schedule 3 - Fee Schedule: Detailed pricing information, including base charges and additional service fees
4. Schedule 4 - Support Procedures: Detailed support processes, contact information, and escalation procedures
5. Schedule 5 - Acceptable Use Policy: Detailed rules and regulations regarding acceptable use of the service
6. Appendix A - Technical Requirements: Customer's technical requirements and specifications for service delivery
7. Appendix B - Service Coverage Map: Geographic coverage areas and service availability details
8. Appendix C - Equipment Specifications: Technical specifications for any provided or required equipment
Authors
Relevant legal definitions
Clauses
Relevant Industries
Telecommunications
Information Technology
E-commerce
Financial Services
Healthcare
Education
Professional Services
Manufacturing
Retail
Hospitality
Media and Entertainment
Government and Public Sector
Relevant Teams
Legal
Information Technology
Operations
Procurement
Compliance
Service Delivery
Technical Support
Sales
Account Management
Risk Management
Infrastructure
Customer Service
Relevant Roles
Chief Technology Officer
IT Director
Network Manager
Procurement Manager
Legal Counsel
Compliance Officer
Service Delivery Manager
Operations Manager
Technical Support Manager
Contract Manager
Account Executive
Business Development Manager
Risk Manager
Infrastructure Manager
Chief Information Officer
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