The SLA Agreement is a essential business document used in New Zealand to establish and maintain clear service expectations between service providers and their customers. This agreement is particularly crucial in today's service-oriented business environment, where measurable performance standards and accountability are paramount. The document incorporates key elements required under New Zealand law, including specific service metrics, reporting requirements, remedy mechanisms, and compliance with local regulations such as the Contract and Commercial Law Act 2017 and Fair Trading Act 1986. It is designed to protect both parties' interests by clearly defining service levels, response times, performance measurements, and consequences for service failures. The SLA Agreement is especially relevant for ongoing service relationships where quality, reliability, and performance tracking are critical to business operations.
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
Your data doesn't train Genie's AI
You keep IP ownership of your docs
1. Parties: Identifies and provides full legal details of the service provider and customer
2. Background: Outlines the context and purpose of the agreement, including the general nature of services to be provided
3. Definitions: Defines key terms used throughout the agreement for clarity and legal certainty
4. Service Description: Detailed description of the services covered by the agreement
5. Service Levels and Performance Metrics: Specifies the agreed service levels, KPIs, and how they will be measured
6. Monitoring and Reporting: Details how service levels will be monitored and reported, including frequency and format of reports
7. Response and Resolution Times: Specifies timeframes for responding to and resolving various types of issues
8. Maintenance and Support: Outlines scheduled maintenance procedures and support services
9. Service Credits and Penalties: Defines compensation or credits for failure to meet service levels
10. Term and Termination: Specifies the duration of the agreement and conditions for termination
11. Charges and Payment: Details the fee structure, payment terms, and billing procedures
12. Governance: Establishes management structure, communication channels, and escalation procedures
13. Confidentiality: Defines confidentiality obligations and information handling requirements
14. Liability and Indemnities: Sets out liability limitations and indemnification provisions
15. General Provisions: Contains standard legal clauses including notices, amendments, and governing law
1. Disaster Recovery: Details disaster recovery procedures and business continuity plans - include when services are business-critical
2. Data Protection and Privacy: Specific provisions for handling personal data - include when personal data processing is involved
3. Security Requirements: Detailed security standards and protocols - include for IT services or when handling sensitive information
4. Transition Services: Procedures for service transition at start and end of contract - include for complex service arrangements
5. Third-Party Dependencies: Management of third-party suppliers and dependencies - include when service delivery relies on third parties
6. Innovation and Continuous Improvement: Provisions for service improvement and technology updates - include for long-term or technology-focused agreements
7. Environmental Compliance: Environmental standards and sustainability requirements - include when environmental impact is relevant
8. Regulatory Compliance: Specific regulatory requirements - include for heavily regulated industries
1. Schedule 1: Service Descriptions: Detailed technical specifications of all services covered
2. Schedule 2: Service Level Specifications: Detailed metrics, measurement methods, and targets for each service level
3. Schedule 3: Pricing and Charging Model: Detailed pricing structure, including calculation methods for service credits
4. Schedule 4: Operational Procedures: Day-to-day operational procedures, contact details, and escalation paths
5. Schedule 5: Technical Requirements: Technical specifications, systems requirements, and integration details
6. Schedule 6: Report Templates: Templates and formats for various reports required under the agreement
7. Schedule 7: Business Continuity Plan: Detailed procedures for maintaining service during disruptions
8. Appendix A: Key Personnel: List of key personnel from both parties and their roles
9. Appendix B: Approved Subcontractors: List of approved third-party providers and their roles
Find the exact document you need
Tier 3 SLA
New Zealand-compliant Tier 3 Service Level Agreement template for defining and managing non-critical business support services.
Download
SLA Itil
New Zealand-compliant ITIL-based Service Level Agreement defining IT service delivery terms and performance metrics.
Download
Sla (Healthcare)
A New Zealand-compliant Service Level Agreement for healthcare services, defining performance standards and operational requirements while ensuring regulatory compliance.
Download
SLA Uptime
A New Zealand-governed Service Level Agreement defining system availability commitments, measurement methods, and remedies for service interruptions.
Download
SLA Policy
A New Zealand-compliant Service Level Agreement Policy defining service standards, performance metrics, and obligations between service providers and customers.
Download
SLA Planning
A New Zealand-compliant Service Level Agreement Planning document that establishes service delivery standards, performance metrics, and management framework between contracting parties.
Download
Simple SLA
A New Zealand law-governed Service Level Agreement defining service standards, performance metrics, and remedies between service provider and customer.
Download
Service Level Agreement Telecommunications
A New Zealand-governed agreement defining telecommunications service levels, performance standards, and operational requirements between service providers and customers.
Download
Server Level Agreement
A New Zealand-compliant contract defining service levels, performance standards, and remedies between service providers and customers.
Download
Sales SLA
New Zealand-compliant Service Level Agreement template for sales services, establishing performance metrics and service standards under NZ law.
Download
Response SLA
A New Zealand-compliant Service Level Agreement defining response time commitments and incident management procedures for service delivery.
Download
Outsourcing SLA
New Zealand-compliant Outsourcing Service Level Agreement template defining service delivery terms, performance standards, and operational requirements.
Download
Normal SLA
A New Zealand-governed agreement defining service delivery standards, performance metrics, and mutual obligations between service provider and customer.
Download
Cleaning Service Level Agreement
New Zealand-compliant agreement defining terms, conditions, and standards for professional cleaning services.
Download
99.999 SLA
New Zealand-compliant Service Level Agreement template for 99.999% uptime commitment services, including comprehensive service levels, measurements, and remedies.
Download
Vendor Service Level Agreement
A New Zealand-governed agreement defining service levels, performance metrics, and accountability standards between a service provider and customer.
Download
SLA Document
A New Zealand-compliant Service Level Agreement defining service standards, performance metrics, and obligations between service provider and customer.
Download
SLA Database
A New Zealand-compliant Service Level Agreement for database services, establishing performance metrics and service standards under NZ law.
Download
Latency SLA
A New Zealand-compliant Service Level Agreement establishing latency performance targets, measurement methods, and remedies for digital services.
Download
Service Level Agreement Graphic Design
A New Zealand-compliant service level agreement specifying terms, conditions, and performance standards for graphic design services.
Download
Security Level Agreement
A New Zealand-compliant agreement defining security standards, metrics, and responsibilities between service providers and clients, aligned with local privacy and cybersecurity laws.
Download
Availability SLA
A New Zealand-governed agreement defining guaranteed service availability levels, metrics, and remedies between service providers and customers.
Download
Service Level Agreement Between Two Companies
A New Zealand law-governed agreement defining service standards and performance metrics between two companies, establishing clear service delivery expectations and accountability measures.
Download
Experience Level Agreement
A New Zealand-governed agreement establishing user experience metrics and standards for service delivery, focusing on end-user satisfaction measurement and improvement.
Download
Service Level Agreement For It Support
New Zealand-compliant IT Support Service Level Agreement template defining service standards and mutual obligations between provider and client.
Download
SLA Supplier Agreement
A New Zealand-governed agreement defining service levels, performance metrics, and obligations between service providers and customers.
Download
Msp Service Level Agreement
A New Zealand-governed agreement defining service levels and terms between a Managed Service Provider and client for IT services delivery.
Download
Library Service Level Agreement
New Zealand-compliant service level agreement template for library services, establishing service standards and operational framework.
Download
Internal Service Level Agreement Between Departments
A New Zealand-governed Internal Service Level Agreement that formalizes service delivery arrangements between departments within an organization.
Download
Dynamic SLA
A New Zealand-compliant Dynamic Service Level Agreement establishing adaptable service performance standards with built-in adjustment mechanisms.
Download
Customer Service Service Level Agreement
A New Zealand-compliant agreement defining measurable customer service standards, performance metrics, and remedies between service provider and client.
Download
SLA Agreement
A New Zealand-compliant Service Level Agreement defining service standards, performance metrics, and accountability between service provider and customer.
Download
Service Licence Agreement
A New Zealand-governed agreement establishing terms for licensing services from a provider to a customer, including usage rights, service levels, and compliance requirements.
Download
Organisational Level Agreement
A New Zealand-compliant internal service agreement template defining service relationships between organizational departments.
Download
Marketing Service Level Agreement
A New Zealand-governed agreement defining performance standards and deliverables for marketing services, aligned with local commercial and privacy laws.
Download
SLA Api
New Zealand-governed API Service Level Agreement defining performance metrics, service commitments, and technical specifications for API service provision.
Download
Insurance SLA
A New Zealand-compliant Service Level Agreement defining performance standards and operational requirements for insurance service delivery.
Download
Service Level Agreement Web Development
A New Zealand-governed agreement defining service levels and performance metrics for web development services, including technical requirements and support obligations.
Download
Service Level Agreement For Security Services
A New Zealand-compliant agreement establishing performance standards and operational requirements for security services provision.
Download
Service Level Agreement For Website Maintenance
A New Zealand-governed agreement establishing terms and service levels for professional website maintenance services, including performance metrics and responsibilities.
Download
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)