The Multi Level Service Agreement (MLSA) is designed for complex service delivery arrangements where multiple service levels or tiers need to be clearly defined and managed. This document is particularly relevant in the Australian business context where organizations require a structured approach to managing service relationships with multiple interdependencies. The MLSA provides a comprehensive framework for defining service levels, performance metrics, and governance mechanisms, while ensuring compliance with Australian contract law, consumer protection legislation, and industry-specific regulations. It is commonly used in technology services, outsourcing arrangements, and other scenarios where service delivery involves multiple components or layers of service provision. The agreement includes detailed specifications for each service level, measurement criteria, reporting requirements, and escalation procedures, making it suitable for complex business relationships requiring clear service level definitions and accountability mechanisms.
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1. Parties: Identification of all contracting parties, including primary service provider, customer, and any intermediate service providers
2. Background: Context of the agreement, relationship between parties, and overview of the service hierarchy
3. Definitions: Detailed definitions of technical terms, service levels, and key concepts used throughout the agreement
4. Service Structure: Hierarchy of services, relationships between service levels, and service dependencies
5. Service Level Specifications: Detailed description of services at each level, including scope and exclusions
6. Performance Metrics: Specific KPIs, measurement methodologies, and reporting requirements for each service level
7. Pricing and Payment Terms: Fee structure for each service level, payment terms, and billing procedures
8. Governance Framework: Management structure, review processes, and decision-making procedures
9. Change Management: Procedures for implementing changes to services, specifications, or service levels
10. Dispute Resolution: Process for handling disputes, including escalation procedures and resolution mechanisms
11. Term and Termination: Duration of agreement, renewal terms, and termination provisions
12. General Provisions: Standard legal clauses including governing law, notices, and entire agreement
1. Business Continuity: Required when services are business-critical, outlining disaster recovery and continuity procedures
2. Data Protection: Necessary when personal or sensitive data is processed as part of the services
3. Regulatory Compliance: Required for regulated industries or when specific compliance requirements apply
4. Security Requirements: Important when services involve IT systems or sensitive information
5. Transition Services: Needed when complex service transition or exit management is required
6. Subcontracting: Required when service provider needs right to subcontract certain services
7. Insurance: Detailed insurance requirements for high-risk or high-value services
8. Intellectual Property Rights: Required when services involve creation or use of intellectual property
1. Schedule 1 - Service Level Definitions: Detailed technical specifications for each service level
2. Schedule 2 - Performance Metrics and KPIs: Comprehensive metrics, measurement methods, and reporting requirements
3. Schedule 3 - Pricing Schedule: Detailed pricing for each service level, including volume discounts and pricing adjustments
4. Schedule 4 - Operational Procedures: Day-to-day operational procedures and processes
5. Schedule 5 - Escalation Matrix: Contact details and procedures for different levels of escalation
6. Schedule 6 - Report Formats: Templates and specifications for required service reports
7. Schedule 7 - Technical Infrastructure: Details of technical infrastructure and systems supporting the services
8. Appendix A - Service Level Credits: Calculation methodology for service credits and penalties
9. Appendix B - Change Request Template: Standard format for requesting and documenting service changes
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Financial Services
Healthcare
Professional Services
Managed Services
Cloud Computing
Business Process Outsourcing
Manufacturing
Logistics and Supply Chain
Consulting Services
Enterprise Software
Relevant Teams
Legal
Procurement
Information Technology
Operations
Service Delivery
Vendor Management
Contract Management
Compliance
Risk Management
Commercial
Technical Operations
Project Management Office
Relevant Roles
Chief Information Officer
Head of Procurement
Service Delivery Manager
Contract Manager
Operations Director
Legal Counsel
Vendor Relationship Manager
Chief Technology Officer
Commercial Manager
Project Manager
Service Level Manager
Procurement Officer
IT Director
Compliance Manager
Business Relationship Manager
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