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Master Service Level Agreement

Master Service Level Agreement Template for New Zealand

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Key Requirements PROMPT example:

Master Service Level Agreement

"I need a Master Service Level Agreement for my IT consulting company based in Auckland, which will be providing cloud migration and maintenance services to enterprise clients, with service credits and strict data protection requirements to comply with New Zealand privacy laws."

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Document background
This Master Service Level Agreement (MSLA) is designed for use in commercial relationships where one party provides ongoing services to another under specific performance standards and service levels. The agreement is structured to comply with New Zealand law and commercial practice, providing a comprehensive framework for service delivery, performance measurement, and relationship management. It is particularly suitable for complex service arrangements where detailed service levels, governance structures, and operational requirements need to be clearly defined and monitored. The MSLA serves as an umbrella agreement under which specific services can be added or modified through accompanying schedules or statements of work, allowing for flexibility while maintaining consistent overarching terms and conditions.
Suggested Sections

1. Parties: Identifies and provides full legal details of all parties to the agreement

2. Background: Sets out the context and purpose of the agreement

3. Definitions and Interpretation: Defines key terms and establishes interpretation rules

4. Term and Renewal: Specifies initial term, renewal options and conditions

5. Services: Outlines the core services to be provided and general service requirements

6. Service Levels: Defines the required service levels, measurement metrics, and reporting requirements

7. Performance Management: Details how service performance will be monitored, reported, and reviewed

8. Charges and Payment: Specifies pricing, payment terms, invoicing procedures, and price review mechanisms

9. Governance and Change Management: Establishes governance structure and processes for managing changes

10. Personnel and Resources: Sets requirements for personnel, equipment, and resources used in service delivery

11. Compliance and Audit: Specifies compliance obligations and audit rights

12. Intellectual Property: Addresses ownership and usage rights of IP created or used in service delivery

13. Confidentiality: Defines confidential information and protection obligations

14. Privacy and Data Protection: Establishes obligations for handling personal and sensitive data

15. Liability and Indemnities: Sets out liability limitations and indemnification obligations

16. Force Majeure: Addresses rights and obligations during force majeure events

17. Termination: Details termination rights, process, and consequences

18. Dispute Resolution: Establishes process for resolving disputes

19. General Provisions: Contains standard boilerplate clauses

Optional Sections

1. Business Continuity and Disaster Recovery: Required when services are critical to business operations

2. Security Requirements: Needed when services involve IT systems or sensitive data

3. Transition and Implementation: Include when complex service implementation or transition is required

4. Third Party Agreements: Required when subcontractors or third-party services are involved

5. Insurance: Include when specific insurance requirements need to be detailed

6. Environmental Compliance: Needed for services with environmental impacts

7. Import/Export Compliance: Include for international service provision

8. Industry-Specific Compliance: Add for regulated industries like healthcare or financial services

9. Service Credits: Include when financial penalties for service level breaches are required

10. Innovation and Continuous Improvement: Add for long-term strategic service relationships

Suggested Schedules

1. Schedule 1 - Service Descriptions: Detailed descriptions of each service to be provided

2. Schedule 2 - Service Levels and KPIs: Specific service levels, 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 - Change Control Procedures: Detailed process for requesting, approving, and implementing changes

6. Schedule 6 - Security Requirements: Detailed security protocols and requirements

7. Schedule 7 - Business Continuity Plan: Detailed business continuity and disaster recovery procedures

8. Schedule 8 - Transition Plan: Implementation and transition timeline and requirements

9. Schedule 9 - Required Reports: Templates and specifications for required service reports

10. Schedule 10 - Key Personnel: Details of key personnel and roles

11. Appendix A - Technical Requirements: Detailed technical specifications and requirements

12. Appendix B - Form of Change Request: Template for change requests

13. Appendix C - Service Credit Calculations: Formulas and procedures for calculating service credits

Authors

Alex Denne

Head of Growth (Open Source Law) @ ¶¶Òõ¶ÌÊÓƵ | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

alex.den.21@genieai.co
Relevant legal definitions





























































Clauses




















































Relevant Industries

Information Technology

Telecommunications

Professional Services

Facilities Management

Business Process Outsourcing

Healthcare Services

Financial Services

Manufacturing

Logistics and Supply Chain

Cloud Services

Security Services

Consulting Services

Maintenance Services

Engineering Services

Relevant Teams

Legal

Procurement

Operations

Commercial

Finance

Risk and Compliance

Information Technology

Service Delivery

Account Management

Project Management

Vendor Management

Business Development

Contract Administration

Relevant Roles

Chief Executive Officer

Chief Operating Officer

Chief Financial Officer

General Counsel

Legal Counsel

Commercial Director

Procurement Manager

Contract Manager

Operations Director

Service Delivery Manager

Account Manager

Project Manager

Risk Manager

Compliance Officer

IT Director

Chief Technology Officer

Vendor Management Officer

Business Development Manager

Head of Operations

Legal Operations Manager

Industries










Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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