The Customer Based SLA is essential for organizations engaging in service-based relationships in Australia, providing a framework for measuring and managing service delivery performance. This document type is particularly crucial when services need to be delivered according to specific, measurable standards and where performance metrics need to be clearly defined and monitored. It ensures compliance with Australian federal and state legislation, including the Australian Consumer Law and relevant industry regulations. The agreement typically includes detailed service descriptions, performance metrics, reporting requirements, and remedy mechanisms through service credits. This type of SLA is commonly used in technology services, managed services, and professional services contexts where service quality and reliability are paramount to the business relationship.
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1. Parties: Identification and details of the service provider and customer, including ABN/ACN numbers
2. Background: Context of the agreement, relationship between parties, and purpose of the SLA
3. Definitions: Detailed definitions of technical terms, service-related terminology, and other important concepts used throughout the agreement
4. Service Description: Comprehensive description of services to be provided, including scope and exclusions
5. Service Levels: Specific, measurable performance metrics and standards that the service provider commits to maintain
6. Performance Monitoring: Methods and tools used to measure and report service level performance
7. Service Credits: Compensation mechanism when service levels are not met, including calculation methods
8. Response and Resolution Times: Timeframes for responding to and resolving various categories of issues
9. Customer Obligations: Requirements and responsibilities of the customer to enable service delivery
10. Reporting and Review: Regular reporting requirements and review processes for service performance
11. Term and Termination: Duration of the agreement, renewal terms, and termination conditions
12. Dispute Resolution: Process for handling disagreements and escalation procedures
13. General Provisions: Standard legal clauses including governing law, notices, and entire agreement
1. Change Management: Procedures for requesting and implementing changes to services or service levels - include when services are likely to evolve
2. Disaster Recovery: Procedures and commitments for service continuity in disaster scenarios - include for critical services
3. Security Requirements: Specific security measures and compliance requirements - include when handling sensitive data
4. Data Protection: Specific provisions for handling personal or sensitive data - include when processing personal information
5. Subcontractors: Terms governing the use and management of subcontractors - include when subcontracting is anticipated
6. Intellectual Property: Rights and obligations regarding IP created or used in service delivery - include for technology services
7. Transition Services: Provisions for service transition at start and end of the agreement - include for complex service arrangements
8. Insurance Requirements: Specific insurance obligations - include for high-risk or high-value services
1. Schedule 1 - Service Specifications: Detailed technical specifications of services, including operational procedures and service boundaries
2. Schedule 2 - Service Level Metrics: Detailed description of each service level, measurement methodology, and reporting requirements
3. Schedule 3 - Fee Schedule: Detailed pricing, payment terms, and service credit calculations
4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures for various types of issues
5. Schedule 5 - Service Reports: Templates and specifications for regular service performance reports
6. Schedule 6 - Technical Requirements: Customer technical requirements and specifications for service delivery
7. Appendix A - Incident Categories: Classification and definitions of different types of service incidents
8. Appendix B - Standard Operating Procedures: Detailed procedures for routine service operations and issue handling
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Professional Services
Telecommunications
Cloud Services
Managed Services
Healthcare Technology
Financial Services
Business Process Outsourcing
Data Center Services
Software as a Service
Infrastructure Services
Relevant Teams
Legal
Operations
Service Delivery
Account Management
Procurement
Information Technology
Compliance
Quality Assurance
Contract Management
Customer Success
Service Operations
Relevant Roles
Service Delivery Manager
Account Manager
Operations Manager
Contract Manager
Legal Counsel
Chief Technology Officer
IT Director
Procurement Manager
Quality Assurance Manager
Commercial Manager
Relationship Manager
Compliance Officer
Service Operations Manager
Project Manager
Business Analyst
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