This Average SLA template is designed for use in the Australian business context where parties need to establish clear, measurable standards for service delivery. It is particularly suited for ongoing service relationships where regular performance monitoring and reporting are essential. The document incorporates requirements under Australian Consumer Law and relevant state regulations, providing a balanced framework for both service providers and customers. An Average SLA typically includes standard service metrics, measurement methodologies, reporting requirements, and remedy mechanisms, making it suitable for various service-based industries while being adaptable to specific service requirements. This template ensures compliance with Australian legal requirements while maintaining practical utility for day-to-day service management.
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1. Parties: Identifies and provides full details of the service provider and customer
2. Background: Outlines the context and purpose of the agreement, including any relevant business relationship history
3. Definitions: Defines key terms used throughout the agreement for clarity and precision
4. Term and Renewal: Specifies the initial term of the agreement and any renewal provisions
5. Services Overview: High-level description of the services to be provided under the agreement
6. Service Levels: Defines the specific performance standards and metrics that the service provider must meet
7. Performance Monitoring: Details how service levels will be measured, monitored, and reported
8. Service Credits: Specifies the compensation mechanism for failure to meet service levels
9. Service Provider Obligations: Lists the key responsibilities and commitments of the service provider
10. Customer Obligations: Outlines the customer's responsibilities and requirements for service delivery
11. Fees and Payment: Details the fee structure, payment terms, and invoicing procedures
12. Governance and Reporting: Establishes the framework for managing the relationship and reporting requirements
13. Change Management: Procedures for requesting and implementing changes to services or service levels
14. Dispute Resolution: Process for handling and resolving disputes between parties
15. Termination: Conditions and procedures for terminating the agreement
16. General Provisions: Standard legal clauses including governing law, notices, and entire agreement
1. Business Continuity and Disaster Recovery: Required when services are critical to the customer's operations, detailing backup and recovery procedures
2. Data Protection and Privacy: Necessary when personal or sensitive data is processed as part of the services
3. Security Requirements: Include when services involve IT systems, networks, or sensitive information
4. Intellectual Property Rights: Required when services involve creation or use of intellectual property
5. Subcontracting: Include when service provider may need to engage subcontractors
6. Insurance Requirements: Necessary for high-risk services or when required by industry regulations
7. Transition Services: Include when complex service transition in or out is required
8. Force Majeure: Optional but recommended for services that may be affected by events beyond parties' control
1. Schedule 1 - Service Descriptions: Detailed specifications of each service to be provided
2. Schedule 2 - Service Level Specifications: Detailed metrics, measurement methods, and targets for each service level
3. Schedule 3 - Fee Schedule: Detailed breakdown of fees, rates, and pricing mechanisms
4. Schedule 4 - Service Credit Calculations: Formula and examples for calculating service credits
5. Schedule 5 - Governance Procedures: Detailed procedures for service reviews, reporting, and escalation
6. Schedule 6 - Change Control Procedures: Detailed process for requesting, approving, and implementing changes
7. Appendix A - Technical Requirements: Technical specifications and requirements for service delivery
8. Appendix B - Contact Details: Key contacts and escalation points for both parties
9. Appendix C - Report Templates: Standard templates for service level reporting and reviews
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Professional Services
Telecommunications
Cloud Services
Managed Services
Business Process Outsourcing
Facilities Management
Healthcare Services
Financial Services
Infrastructure Services
Relevant Teams
Legal
Operations
Service Delivery
Commercial
Procurement
Account Management
Quality Assurance
Compliance
Contract Management
Customer Relations
Service Operations
Relevant Roles
Service Delivery Manager
Operations Director
Contract Manager
Legal Counsel
Commercial Manager
Account Manager
Performance Manager
Procurement Manager
IT Manager
Business Relations Manager
Quality Assurance Manager
Compliance Officer
Chief Operations Officer
Service Operations Manager
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