This Premium SLA template is designed for use in the Australian market where parties require enhanced service levels and support arrangements beyond standard service agreements. It is particularly suitable for business-critical services where high availability, rapid response times, and comprehensive performance monitoring are essential. The document incorporates Australian legal requirements, including provisions aligned with the Competition and Consumer Act 2010 and relevant industry standards. The Premium SLA includes detailed service level commitments, enhanced support arrangements, comprehensive reporting requirements, and substantial service credits for performance failures. It is typically used in high-value service relationships where the customer requires superior service quality and dedicated support resources, with the service provider committing to enhanced performance standards and accountability measures.
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1. Parties: Identification of the service provider and customer, including full legal names and addresses
2. Background: Context of the agreement, relationship between parties, and purpose of the SLA
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used throughout the agreement
4. Service Description: Comprehensive description of services covered under the agreement, including scope and limitations
5. Service Levels: Detailed service level commitments, including availability, performance metrics, and response times
6. Performance Monitoring: Methods and tools for measuring and monitoring service performance
7. Support Services: Premium support arrangements, including priority handling, dedicated support team, and escalation procedures
8. Service Credits: Calculation and application of service credits for performance failures
9. Reporting: Regular reporting requirements, including frequency, content, and format of performance reports
10. Customer Obligations: Customer responsibilities and requirements for service delivery
11. Change Management: Procedures for requesting and implementing service changes
12. Security Requirements: Security standards, protocols, and compliance requirements
13. Fees and Payment: Pricing, payment terms, and billing procedures
14. Term and Termination: Agreement duration, renewal terms, and termination provisions
15. General Provisions: Standard legal clauses including governing law, notices, and entire agreement
1. Disaster Recovery: Specific disaster recovery and business continuity commitments, recommended for critical services
2. Data Management: Detailed data handling, storage, and protection provisions, necessary if service involves significant data processing
3. Compliance Requirements: Industry-specific compliance obligations, required for regulated industries
4. Innovation and Continuous Improvement: Framework for service improvements and technology updates, valuable for long-term strategic partnerships
5. Environmental Requirements: Environmental commitments and sustainability measures, relevant for environmentally conscious organizations
6. Transition Services: Entry and exit transition arrangements, important for complex service relationships
1. Schedule 1 - Service Specifications: Detailed technical specifications of services, including architectures and technologies
2. Schedule 2 - Service Level Metrics: Comprehensive metrics, measurement methods, and calculation formulas
3. Schedule 3 - Premium Support Details: Detailed support procedures, contact information, and escalation matrices
4. Schedule 4 - Fee Schedule: Detailed pricing, including base fees, variable charges, and premium service costs
5. Schedule 5 - Service Credit Calculations: Detailed formulas and examples for service credit calculations
6. Appendix A - Technical Requirements: Customer technical requirements and specifications
7. Appendix B - Reporting Templates: Standard templates for various required reports
8. Appendix C - Security Standards: Detailed security protocols and compliance requirements
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Cloud Services
Telecommunications
Professional Services
Financial Services
Healthcare
Enterprise Software
Managed Services
Data Center Services
Critical Infrastructure
Relevant Teams
Legal
Information Technology
Procurement
Operations
Service Delivery
Risk Management
Compliance
Technical Support
Account Management
Contract Administration
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Contract Manager
Operations Director
Procurement Manager
Legal Counsel
Account Executive
Technical Service Manager
Risk Manager
Compliance Officer
Chief Information Officer
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