This document template is specifically designed for establishing Tier 3 SLAs within the New Zealand legal framework. A Tier 3 SLA is typically used for non-critical business support services where formal service levels need to be defined but don't require the rigorous standards of higher-tier agreements. The document provides a balanced approach to service level management, incorporating essential performance metrics, basic support requirements, and reasonable remedies while remaining proportionate to the service criticality. It's particularly suitable for services such as routine maintenance, standard help desk support, or regular operational services where continuous availability is desired but not business-critical. The agreement includes provisions compliant with New Zealand commercial law and standard industry practices, making it suitable for both service providers and customers seeking to establish clear but manageable service expectations.
Your data doesn't train Genie's AI
You keep IP ownership of your information
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
OR
Let Genie AI's market-leading legal AI identify missing terms, unusual language, compliance issues and more - in just seconds.
1. Parties: Identification of service provider and customer, including legal names and addresses
2. Background: Context of the agreement and brief description of the services being provided
3. Definitions: Key terms used throughout the agreement, including technical terminology and service-specific definitions
4. Service Description: Detailed description of the services being provided, including scope and limitations
5. Service Levels: Specific performance metrics, targets, and measurement methods
6. Service Hours: Operating hours, maintenance windows, and response times
7. Support and Communication: Support procedures, contact points, and escalation processes
8. Performance Monitoring: How service levels will be monitored, measured, and reported
9. Fees and Payment: Pricing, payment terms, and billing procedures
10. Term and Termination: Duration of agreement, renewal terms, and termination conditions
11. General Provisions: Standard legal clauses including governing law, notices, and dispute resolution
1. Service Credits: Include when financial compensation for service level breaches is required
2. Disaster Recovery: Add for services requiring basic business continuity provisions
3. Security Requirements: Include when handling sensitive data or requiring specific security measures
4. Data Management: Add when service involves significant data processing or storage
5. Third-Party Dependencies: Include when service delivery relies on third-party providers
6. Change Management: Add when service may require periodic modifications or upgrades
1. Schedule 1 - Service Level Targets: Detailed metrics and performance targets with specific numbers
2. Schedule 2 - Fee Schedule: Detailed pricing information and payment terms
3. Schedule 3 - Support Procedures: Detailed support processes and contact information
4. Schedule 4 - Technical Requirements: Technical specifications and requirements for service delivery
5. Appendix A - Incident Response Matrix: Classification of incidents and corresponding response times
6. Appendix B - Report Templates: Standard formats for service level reporting
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Software Services
Professional Services
Facilities Management
Business Process Outsourcing
Cloud Services
Managed Services
Technical Support
Administrative Services
Operational Support
Relevant Teams
Legal
Procurement
Operations
Service Delivery
IT Operations
Commercial
Vendor Management
Contract Management
Service Management
Business Operations
Relevant Roles
Service Delivery Manager
Operations Manager
IT Manager
Procurement Manager
Contract Manager
Business Relationship Manager
Support Manager
Account Manager
Legal Counsel
Commercial Manager
Facilities Manager
Project Manager
Service Level Analyst
Vendor Manager
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.
find out more
SLA Itil
New Zealand-compliant ITIL-based Service Level Agreement defining IT service delivery terms and performance metrics.
find out more
Sla (Healthcare)
A New Zealand-compliant Service Level Agreement for healthcare services, defining performance standards and operational requirements while ensuring regulatory compliance.
find out more
SLA Uptime
A New Zealand-governed Service Level Agreement defining system availability commitments, measurement methods, and remedies for service interruptions.
find out more
SLA Policy
A New Zealand-compliant Service Level Agreement Policy defining service standards, performance metrics, and obligations between service providers and customers.
find out more
SLA Planning
A New Zealand-compliant Service Level Agreement Planning document that establishes service delivery standards, performance metrics, and management framework between contracting parties.
find out more
Simple SLA
A New Zealand law-governed Service Level Agreement defining service standards, performance metrics, and remedies between service provider and customer.
find out more
Service Level Agreement Telecommunications
A New Zealand-governed agreement defining telecommunications service levels, performance standards, and operational requirements between service providers and customers.
find out more
Server Level Agreement
A New Zealand-compliant contract defining service levels, performance standards, and remedies between service providers and customers.
find out more
Sales SLA
New Zealand-compliant Service Level Agreement template for sales services, establishing performance metrics and service standards under NZ law.
find out more
Response SLA
A New Zealand-compliant Service Level Agreement defining response time commitments and incident management procedures for service delivery.
find out more
Outsourcing SLA
New Zealand-compliant Outsourcing Service Level Agreement template defining service delivery terms, performance standards, and operational requirements.
find out more
Normal SLA
A New Zealand-governed agreement defining service delivery standards, performance metrics, and mutual obligations between service provider and customer.
find out more
Cleaning Service Level Agreement
New Zealand-compliant agreement defining terms, conditions, and standards for professional cleaning services.
find out more
99.999 SLA
New Zealand-compliant Service Level Agreement template for 99.999% uptime commitment services, including comprehensive service levels, measurements, and remedies.
find out more
Vendor Service Level Agreement
A New Zealand-governed agreement defining service levels, performance metrics, and accountability standards between a service provider and customer.
find out more
SLA Document
A New Zealand-compliant Service Level Agreement defining service standards, performance metrics, and obligations between service provider and customer.
find out more
SLA Database
A New Zealand-compliant Service Level Agreement for database services, establishing performance metrics and service standards under NZ law.
find out more
Latency SLA
A New Zealand-compliant Service Level Agreement establishing latency performance targets, measurement methods, and remedies for digital services.
find out more
Service Level Agreement Graphic Design
A New Zealand-compliant service level agreement specifying terms, conditions, and performance standards for graphic design services.
find out more
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.
find out more
Availability SLA
A New Zealand-governed agreement defining guaranteed service availability levels, metrics, and remedies between service providers and customers.
find out more
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.
find out more
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.
find out more
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.
find out more
SLA Supplier Agreement
A New Zealand-governed agreement defining service levels, performance metrics, and obligations between service providers and customers.
find out more
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.
find out more
Library Service Level Agreement
New Zealand-compliant service level agreement template for library services, establishing service standards and operational framework.
find out more
Internal Service Level Agreement Between Departments
A New Zealand-governed Internal Service Level Agreement that formalizes service delivery arrangements between departments within an organization.
find out more
Dynamic SLA
A New Zealand-compliant Dynamic Service Level Agreement establishing adaptable service performance standards with built-in adjustment mechanisms.
find out more
Customer Service Service Level Agreement
A New Zealand-compliant agreement defining measurable customer service standards, performance metrics, and remedies between service provider and client.
find out more
SLA Agreement
A New Zealand-compliant Service Level Agreement defining service standards, performance metrics, and accountability between service provider and customer.
find out more
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.
find out more
Organisational Level Agreement
A New Zealand-compliant internal service agreement template defining service relationships between organizational departments.
find out more
Marketing Service Level Agreement
A New Zealand-governed agreement defining performance standards and deliverables for marketing services, aligned with local commercial and privacy laws.
find out more
SLA Api
New Zealand-governed API Service Level Agreement defining performance metrics, service commitments, and technical specifications for API service provision.
find out more
Insurance SLA
A New Zealand-compliant Service Level Agreement defining performance standards and operational requirements for insurance service delivery.
find out more
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.
find out more
Service Level Agreement For Security Services
A New Zealand-compliant agreement establishing performance standards and operational requirements for security services provision.
find out more
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.
find out more
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)