This 5 Day SLA template is designed for use in the Australian business environment where services need to be delivered or issues resolved within a five-day window. The document is particularly suitable for businesses providing regular, ongoing services that require structured performance metrics and clear accountability. The agreement complies with Australian federal and state legislation, including the Competition and Consumer Act 2010 and relevant state-specific fair trading laws. It includes comprehensive service level metrics, response time commitments, reporting requirements, and remedy mechanisms, making it suitable for both technology and non-technology service provisions where consistent service delivery is crucial.
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1. Parties: Identification of service provider and customer with full legal names and details
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Defined terms used throughout the agreement, including technical terms and service metrics
4. Service Description: Detailed description of services covered under the 5-day SLA
5. Service Levels and Performance Metrics: Specific performance standards, response times, and resolution commitments within the 5-day framework
6. Service Hours and Availability: Operating hours, service windows, and availability commitments
7. Response and Resolution Times: Detailed breakdown of response and resolution times for different priority levels
8. Monitoring and Reporting: Methods and frequency of service level monitoring and reporting
9. Customer Obligations: Customer responsibilities and requirements for service delivery
10. Service Provider Obligations: Provider's commitments, responsibilities, and service delivery standards
11. Service Credits and Penalties: Compensation mechanism for service level failures
12. Term and Termination: Duration of the agreement and termination conditions
13. General Provisions: Standard legal clauses including governing law, notices, and dispute resolution
1. Business Continuity and Disaster Recovery: Include when services are critical to customer operations
2. Data Protection and Privacy: Required when personal or sensitive data is processed
3. Security Requirements: Include for services involving IT systems or sensitive information
4. Change Management: Add when service modifications need formal processes
5. Escalation Procedures: Include for complex services requiring multiple support tiers
6. Training and Support: Add when service requires customer training or ongoing support
7. Compliance Requirements: Include when specific regulatory compliance is necessary
8. Subcontractor Management: Required when service provider uses third-party suppliers
1. Schedule 1 - Service Level Metrics: Detailed breakdown of all service level targets and measurements
2. Schedule 2 - Price and Payment Terms: Pricing structure, payment terms, and service credit calculations
3. Schedule 3 - Technical Specifications: Detailed technical requirements and specifications for service delivery
4. Schedule 4 - Support Procedures: Detailed support processes, contact information, and escalation paths
5. Schedule 5 - Service Reports: Templates and specifications for service level reporting
6. Appendix A - Incident Priority Matrix: Classification of incidents and corresponding response times
7. Appendix B - Contact Details: Key contacts for both parties including emergency contacts
8. Appendix C - Service Location Details: Specifications of service delivery locations and requirements
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Professional Services
Telecommunications
Managed Services
Cloud Services
Business Process Outsourcing
Healthcare Technology
Financial Services
Manufacturing
Logistics and Supply Chain
Relevant Teams
Legal
Operations
Service Delivery
Customer Success
Procurement
Quality Assurance
Contract Management
Account Management
Technical Support
Compliance
Relevant Roles
Service Delivery Manager
Operations Director
Contract Manager
Chief Operations Officer
IT Service Manager
Customer Success Manager
Legal Counsel
Procurement Manager
Business Relationship Manager
Quality Assurance Manager
Support Manager
Account Executive
Commercial Manager
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