This Sales SLA template is designed for use in the Australian market where businesses need to establish clear, measurable service standards for their sales-related services. It is particularly relevant when organizations need to formalize service delivery commitments, establish performance metrics, and define remedies for service shortfalls. The document incorporates requirements from Australian Consumer Law, state-specific fair trading regulations, and industry best practices. It is structured to accommodate various service types while ensuring compliance with Australian legal frameworks, making it suitable for both business-to-business and business-to-consumer arrangements. The Sales SLA includes provisions for service level measurement, reporting mechanisms, and escalation procedures, while maintaining flexibility to adapt to specific industry requirements.
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1. Parties: Identification of the service provider and customer, including ABN/ACN and registered addresses
2. Background: Context of the agreement, relationship between parties, and general purpose of the SLA
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used throughout the agreement
4. Service Description: Detailed description of services to be provided, including scope and exclusions
5. Service Levels: Specific, measurable performance standards and metrics for each service
6. Service Monitoring and Reporting: Methods and frequency of service level measurement and reporting
7. Performance Credits and Remedies: Consequences of failing to meet service levels, including credits or other remedies
8. Customer Obligations: Requirements and responsibilities of the customer
9. Charges and Payment Terms: Pricing, payment schedule, and related financial terms
10. Term and Termination: Duration of agreement, renewal terms, and termination rights
11. Dispute Resolution: Process for handling disputes and escalation procedures
12. 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: Disaster recovery and business continuity procedures - include for critical services
3. Data Protection and Privacy: Specific provisions for handling personal or sensitive data - include when personal data is processed
4. Intellectual Property: IP ownership and licensing terms - include when IP is created or shared
5. Security Requirements: Specific security standards and requirements - include for IT or sensitive services
6. Transition Services: Entry and exit transition requirements - include for complex service arrangements
7. Third-Party Providers: Management of subcontractors and third-party providers - include when subcontractors are used
1. Schedule 1 - Service Descriptions: Detailed technical specifications of each service component
2. Schedule 2 - Service Level Specifications: Detailed metrics, measurement methods, and targets for each service level
3. Schedule 3 - Pricing and Credits: Detailed pricing structure and service credit calculations
4. Schedule 4 - Operational Procedures: Day-to-day operational procedures and processes
5. Schedule 5 - Reporting Requirements: Templates and specifications for required reports
6. Schedule 6 - Contact Details: Key personnel and escalation contacts
7. Appendix A - Technical Requirements: Technical specifications and requirements
8. Appendix B - Service Level Measurement Tools: Description of tools and systems used for service level measurement
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Professional Services
Managed Services
Cloud Services
Software as a Service
Manufacturing
Retail
Healthcare
Financial Services
Logistics
Business Process Outsourcing
Relevant Teams
Sales
Legal
Operations
Service Delivery
Customer Success
Compliance
Quality Assurance
Commercial
Contract Administration
Account Management
Business Development
Performance Management
Relevant Roles
Sales Director
Account Manager
Service Delivery Manager
Operations Manager
Commercial Manager
Contract Manager
Legal Counsel
Compliance Officer
Customer Success Manager
Quality Assurance Manager
Performance Analyst
Service Level Manager
Business Development Manager
Sales Operations Manager
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