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Response SLA

Response SLA Template for New Zealand

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Key Requirements PROMPT example:

Response SLA

"I need a Response SLA for my IT support company that provides 24/7 helpdesk services to financial institutions in New Zealand, with critical incident response times of 15 minutes and standard incident response times of 2 hours."

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Document background
This Response SLA template is designed for use in New Zealand business environments where specific response times and service levels need to be contractually established between service providers and their clients. The document is particularly relevant when implementing support services, help desk operations, or any service requiring defined response times to incidents or requests. It incorporates New Zealand legal requirements, including provisions from the Contract and Commercial Law Act 2017, Fair Trading Act 1986, and Consumer Guarantees Act 1993. The Response SLA includes detailed sections on priority levels, response time commitments, measurement methodologies, reporting requirements, and service credits, making it suitable for both technical and non-technical services where response time is a critical performance indicator.
Suggested Sections

1. Parties: Identifies and provides full legal details of the service provider and customer

2. Background: Explains the context and purpose of the SLA, including the services being provided

3. Definitions: Defines key terms used throughout the agreement, including technical terms and service metrics

4. Service Hours: Specifies the hours during which the service and support will be available

5. Priority Levels: Defines and categorizes different types of incidents and their priority levels

6. Response Time Commitments: Details the guaranteed response times for each priority level

7. Resolution Time Commitments: Specifies the target resolution times for each priority level

8. Service Level Metrics: Defines how service levels will be measured and calculated

9. Reporting Requirements: Outlines the frequency and content of service level performance reports

10. Escalation Procedures: Details the process for escalating unresolved issues

11. Service Credits: Specifies compensation or credits for failing to meet service levels

12. Force Majeure: Defines circumstances beyond reasonable control that excuse performance

13. Term and Termination: Specifies the duration of the agreement and termination conditions

14. General Provisions: Contains standard legal clauses including governing law and dispute resolution

Optional Sections

1. Change Management: Procedures for requesting and implementing changes to service levels or scope

2. Disaster Recovery: Specific procedures and commitments for service restoration after major incidents

3. Security Requirements: Additional security measures and compliance requirements

4. Training and Support: Details of any training or additional support services provided

5. Continuous Improvement: Processes for ongoing service improvement and SLA refinement

6. Third-Party Dependencies: Management of dependencies on third-party services or providers

7. Data Protection: Specific provisions for handling and protecting customer data

8. Business Continuity: Procedures for maintaining service during business disruptions

Suggested Schedules

1. Schedule 1 - Service Descriptions: Detailed descriptions of all services covered by the SLA

2. Schedule 2 - Service Level Specifications: Technical details of service level measurements and calculations

3. Schedule 3 - Price and Payment Terms: Detailed pricing structure and payment conditions

4. Schedule 4 - Contact Details: Key contacts and escalation points for both parties

5. Schedule 5 - Technical Requirements: Technical specifications and requirements for service delivery

6. Appendix A - Incident Management Procedures: Detailed procedures for handling and resolving incidents

7. Appendix B - Report Templates: Standard templates for service level reporting

8. Appendix C - Service Credit Calculations: Detailed methods for calculating service credits or penalties

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

Financial Services

Healthcare

Professional Services

Cloud Computing

Software Development

Managed Services

Data Center Operations

E-commerce

Government Services

Education

Manufacturing

Retail

Relevant Teams

Service Desk

IT Operations

Customer Support

Technical Support

Service Delivery

Quality Assurance

Contract Management

Vendor Management

Operations Management

Customer Success

Solutions Engineering

Process Management

Service Management

Incident Response

Relevant Roles

IT Service Manager

Operations Director

Contract Manager

Service Delivery Manager

Help Desk Manager

Support Team Lead

Chief Technology Officer

IT Operations Manager

Procurement Manager

Vendor Manager

Customer Success Manager

Technical Support Manager

Service Level Manager

Operations Coordinator

Business Relationship Manager

Quality Assurance 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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