This Outsourcing SLA template is designed for use in Australian business environments where organizations seek to formalize their outsourcing arrangements with clear, measurable service standards. It is particularly relevant when businesses delegate significant operational functions to external service providers and need robust governance frameworks. The document addresses key requirements under Australian law, including Privacy Act compliance, consumer protection, and industry-specific regulations. It incorporates comprehensive service level metrics, performance management frameworks, risk allocation mechanisms, and detailed operational procedures. The agreement is structured to protect both parties' interests while ensuring clear accountability and service delivery standards. This template is adaptable across various industries and can be customized based on specific service requirements, regulatory obligations, and risk profiles.
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 Ƶ's market-leading legal AI identify missing terms, unusual language, compliance issues and more - in just seconds.
1. Parties: Identification of the service provider and customer, including full legal names and registered addresses
2. Background: Context of the agreement, brief description of the parties' businesses, and purpose of the outsourcing arrangement
3. Definitions and Interpretation: Detailed definitions of terms used throughout the agreement and rules for interpretation
4. Term and Renewal: Duration of the agreement, commencement date, and renewal provisions
5. Services: High-level description of services to be provided, with reference to detailed specifications in schedules
6. Service Levels: Overview of service level requirements, measurement, and reporting principles
7. Performance Management: Monitoring, reporting, and review processes for service delivery
8. Charges and Payment: Pricing structure, payment terms, and invoicing procedures
9. Governance and Change Management: Management structure, decision-making processes, and procedures for changes
10. Data Protection and Security: Obligations regarding data handling, security measures, and compliance requirements
11. Intellectual Property Rights: Ownership and licensing of IP, including pre-existing IP and newly created materials
12. Confidentiality: Protection of confidential information and permitted disclosures
13. Liability and Indemnities: Allocation of risks, liability caps, and indemnification obligations
14. Force Majeure: Events beyond reasonable control and their impact on obligations
15. Termination: Grounds for termination, notice requirements, and consequences
16. Exit Management: Procedures and obligations for service transition upon termination
1. Regulatory Compliance: Specific section for highly regulated industries (e.g., financial services) detailing compliance obligations
2. Business Continuity: Detailed business continuity and disaster recovery requirements for critical services
3. Personnel and Key Staff: Requirements for service provider staff, including key personnel provisions
4. Third-Party Contracts: Management of subcontractors and third-party agreements
5. Insurance: Specific insurance requirements beyond standard coverage
6. Environmental Requirements: Environmental standards and compliance for services with environmental impact
7. Social Value Commitments: Social value or community benefit commitments required by certain sectors
8. Anti-Bribery and Modern Slavery: Specific provisions for compliance with anti-bribery and modern slavery legislation
1. Schedule 1 - Service Descriptions: Detailed specifications of all services to be provided
2. Schedule 2 - Service Levels and KPIs: Detailed service level requirements, measurement methods, and KPIs
3. Schedule 3 - Pricing and Charging Model: Detailed pricing structure, rates, and charging mechanisms
4. Schedule 4 - Governance Procedures: Detailed governance framework, meeting schedules, and escalation procedures
5. Schedule 5 - Security Requirements: Detailed security policies, procedures, and compliance requirements
6. Schedule 6 - Change Control Procedure: Detailed process for managing and implementing changes
7. Schedule 7 - Exit Plan: Detailed exit management and transition requirements
8. Schedule 8 - Business Continuity Plan: Detailed business continuity and disaster recovery procedures
9. Schedule 9 - Required Reports: Templates and specifications for required service reports
10. Schedule 10 - Personnel: Key personnel, roles, responsibilities, and qualifications
11. Appendix A - Technical Requirements: Detailed technical specifications and standards
12. Appendix B - Operational Procedures: Day-to-day operational procedures and processes
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Financial Services
Healthcare
Manufacturing
Telecommunications
Business Process Outsourcing
Logistics and Supply Chain
Professional Services
Energy and Utilities
Retail
Relevant Teams
Legal
Procurement
Information Technology
Operations
Risk and Compliance
Vendor Management
Service Delivery
Commercial
Finance
Information Security
Project Management Office
Business Operations
Relevant Roles
Chief Information Officer
Procurement Manager
Legal Counsel
Operations Director
Vendor Management Lead
Risk Manager
Compliance Officer
IT Service Manager
Contract Manager
Chief Technology Officer
Service Delivery Manager
Commercial Director
Chief Operating Officer
Project Manager
Business Relationship Manager
Find the exact document you need
5 Day SLA
An Australian-law governed Service Level Agreement establishing 5-day service delivery commitments, performance metrics, and compliance requirements between provider and customer.
Download
4 Hour SLA
An Australian law-compliant Service Level Agreement template specifying 4-hour response time commitments with associated performance metrics and remedies.
Download
SLA Security
An Australian-law governed Security Service Level Agreement defining security service standards, performance metrics, and compliance requirements.
Download
Service Level Agreement Internet Provider
Australian-compliant Internet Service Provider SLA template covering service standards, performance metrics, and regulatory requirements under Australian telecommunications law.
Download
Internal SLA
An Australian-compliant internal agreement defining service standards and performance metrics between departments within the same organization.
Download
Customer Based SLA
An Australian-law governed Service Level Agreement defining service performance metrics, standards, and remedies between service provider and customer.
Download
Default SLA
An Australian-compliant Service Level Agreement template defining service standards, performance metrics, and obligations between service providers and customers.
Download
SLA Site
An Australian-compliant Service Level Agreement governing site-specific services, performance standards, and operational requirements at designated locations.
Download
SLA For Problem Management
An Australian-law governed Service Level Agreement that defines terms, metrics, and procedures for systematic problem management and resolution in IT services.
Download
Managed Services Service Level Agreement
An Australian-compliant Service Level Agreement specifying performance standards and obligations for managed services delivery.
Download
SLA And Sop
An Australian law-compliant combined Service Level Agreement and Standard Operating Procedures document defining service standards and operational procedures.
Download
Improved SLA
An enhanced Service Level Agreement template for Australian jurisdiction, featuring comprehensive performance metrics and service standards with robust accountability mechanisms.
Download
Average SLA
An Australian-law governed Service Level Agreement defining service standards, metrics, and remedies between provider and customer.
Download
Agency SLA
An Australian-compliant Agency Service Level Agreement defining the relationship between principal and agent, including service standards and performance metrics.
Download
SLA Production
An Australian-compliant Service Level Agreement template for production services, establishing performance standards and quality metrics for manufacturing and production operations.
Download
Service Level Agreement For Schools
An Australian-law governed agreement defining service levels and performance standards between service providers and educational institutions, incorporating educational regulatory requirements.
Download
Server Level Agreement
An Australian-law governed Service Level Agreement defining service standards, performance metrics, and mutual obligations between service provider and customer.
Download
Sales SLA
An Australian-compliant Service Level Agreement defining performance standards and commitments for sales-related services, aligned with Australian Consumer Law.
Download
Outsourcing SLA
Australian-law governed Outsourcing Service Level Agreement defining service standards, performance metrics, and operational requirements between provider and customer.
Download
Cleaning Service Level Agreement
An Australian-law governed agreement establishing terms and performance standards for professional cleaning services, including service specifications and compliance requirements.
Download
Task SLA
Australian-compliant Service Level Agreement template for task-based service delivery arrangements, including performance standards and measurement criteria.
Download
SLA Training
An Australian-law governed Service Level Agreement for training services that establishes quality standards, performance metrics, and delivery requirements.
Download
SLA Tier 3
An Australian-law governed Service Level Agreement defining Tier 3 service delivery standards, performance metrics, and support procedures for non-critical business services.
Download
SLA Storage
An Australian-compliant agreement defining terms, conditions, and service levels for professional storage services, incorporating relevant federal and state regulations.
Download
SLA Level 1
An Australian-compliant basic Service Level Agreement defining core service standards and performance requirements between service provider and customer.
Download
SLA In System Design
An Australian-law governed Service Level Agreement defining performance metrics and responsibilities for system design services, including technical specifications and compliance requirements.
Download
SLA Employee
An Australian Employee Service Level Agreement establishing performance standards and service delivery expectations while complying with Australian employment law.
Download
SLA Asset Management
An Australian-law governed Service Level Agreement outlining terms, conditions, and performance standards for professional asset management services.
Download
Shipping SLA
An Australian-compliant Service Level Agreement for shipping services, establishing performance standards and operational requirements under Australian maritime law.
Download
Latency SLA
An Australian-law governed SLA document defining latency requirements, measurements, and remedies for service delivery performance.
Download
Guaranteed SLA
An Australian-law governed agreement establishing guaranteed service levels and performance standards with specific metrics and remedies for service delivery.
Download
Finance SLA
An Australian-law governed agreement establishing performance standards and service expectations for financial services, including regulatory compliance and service metrics.
Download
Email SLA
An Australian-compliant Service Level Agreement for email services, defining performance standards and obligations between provider and client.
Download
Quality SLA
An Australian-law governed agreement establishing measurable service quality standards, performance metrics, and compliance requirements between service providers and customers.
Download
Premium SLA
An Australian-law governed Premium Service Level Agreement defining enhanced service standards, support arrangements, and performance commitments for business-critical services.
Download
Office SLA
An Australian-law governed agreement defining service levels and performance standards for office-related services, including operational metrics and compliance requirements.
Download
Monthly SLA
Australian-compliant monthly Service Level Agreement template defining service standards, performance metrics, and remedies between providers and customers.
Download
Marketing SLA
An Australian-law governed agreement setting performance standards and delivery expectations for marketing services, with compliance requirements and service metrics.
Download
Demo SLA
An Australian-compliant Service Level Agreement template outlining service delivery commitments and performance metrics between providers and customers.
Download
Data Slas
An Australian-law governed agreement defining service levels and requirements for data-related services, ensuring compliance with local privacy and data protection regulations.
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)