This Standard Uptime SLA template is designed for use in the Australian jurisdiction, providing a comprehensive framework for defining and managing service availability commitments between service providers and their customers. The document is particularly relevant when establishing measurable service levels for technology, infrastructure, or platform services where continuous availability is crucial. The Standard Uptime SLA incorporates requirements from Australian consumer law and fair trading practices, while addressing key aspects such as service level definitions, measurement methodologies, reporting requirements, and service credit mechanisms. It is structured to comply with Australian contract law principles and includes provisions for both technical and commercial aspects of service level management, making it suitable for various business relationships where service availability is a critical factor.
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1. Parties: Identification of the service provider and customer, including full legal names and registered addresses
2. Background: Context of the agreement, including the nature of services being provided and the purpose of the SLA
3. Definitions: Detailed definitions of technical terms, metrics, and key concepts used throughout the agreement
4. Service Levels: Specific uptime commitments, availability targets, and performance metrics
5. Measurement and Reporting: Methods for measuring uptime, monitoring procedures, and reporting frequencies
6. Service Credits: Calculation and application of service credits or other remedies for failing to meet SLAs
7. Exclusions: Circumstances that are excluded from SLA calculations (planned maintenance, force majeure, etc.)
8. Support and Response Times: Support levels, response time commitments, and escalation procedures
9. Term and Termination: Duration of the agreement, renewal terms, and termination conditions
10. General Provisions: Standard legal clauses including governing law, notices, and dispute resolution
1. Disaster Recovery: Specific procedures and commitments for service restoration in case of major incidents - include when disaster recovery is a critical requirement
2. Security Requirements: Specific security standards and compliance requirements - include for services handling sensitive data
3. Data Management: Data handling, backup, and retention requirements - include when service involves significant data processing
4. Change Management: Procedures for implementing service changes - include for complex technical services
5. Customer Obligations: Specific customer responsibilities and prerequisites - include when service delivery depends on customer actions
6. Compliance Requirements: Industry-specific compliance obligations - include for regulated industries
1. Schedule 1 - Technical Specifications: Detailed technical specifications of the service, including infrastructure details and monitoring points
2. Schedule 2 - Service Level Metrics: Detailed breakdown of all service level metrics, calculation methodologies, and measurement points
3. Schedule 3 - Service Credit Calculations: Detailed formulas and examples for calculating service credits and penalties
4. Schedule 4 - Support Procedures: Detailed support procedures, contact information, and escalation matrices
5. Appendix A - Incident Classification: Definitions and examples of incident severity levels and their classification
6. Appendix B - Report Templates: Standard templates for service level reports and performance metrics
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Cloud Services
Telecommunications
Data Center Operations
Software as a Service
Infrastructure Services
Managed Services
Healthcare Technology
Financial Technology
E-commerce
Digital Services
Manufacturing Technology
Enterprise Software
Relevant Teams
Legal
Information Technology
Operations
Service Delivery
Contract Management
Procurement
Risk and Compliance
Technical Support
Infrastructure
Commercial
Solution Architecture
Service Management
Relevant Roles
Chief Technology Officer
IT Operations Manager
Service Delivery Manager
Technical Account Manager
Contract Manager
Legal Counsel
Procurement Manager
Infrastructure Manager
Cloud Services Manager
Operations Director
Service Level Manager
Risk Manager
Compliance Officer
Solutions Architect
Commercial Manager
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