The Internet Service Level Agreement (SLA) is a critical document used to establish and maintain clear service expectations between internet service providers and their customers in New Zealand. This document is essential when organizations require guaranteed levels of internet service performance and reliability for their operations. The SLA defines specific, measurable service standards, technical specifications, support arrangements, and compensation mechanisms for service failures. It ensures compliance with New Zealand telecommunications regulations, consumer protection laws, and privacy requirements while providing a clear framework for service delivery and issue resolution. The document is particularly important for businesses that depend on reliable internet connectivity for their critical operations and require formal service commitments from their providers.
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1. Parties: Identification of the service provider and customer, including full legal names and contact details
2. Background: Context of the agreement and brief description of the services being provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Description: Comprehensive description of the internet services being provided, including bandwidth, connectivity type, and any additional features
5. Service Levels: Specific performance metrics and standards the service provider commits to maintain, including availability, latency, packet loss, and jitter
6. Service Level Measurements: Methods and procedures for measuring and reporting service level performance
7. Service Credits: Compensation mechanism when service levels are not met, including calculation methods and claiming process
8. Support Services: Details of technical support, including hours of operation, response times, and escalation procedures
9. Customer Obligations: Customer responsibilities and requirements for maintaining service quality
10. Charges and Payment: Pricing, payment terms, and billing procedures
11. Term and Termination: Duration of the agreement, renewal terms, and termination conditions
12. Liability and Indemnities: Limitations of liability and indemnification provisions
13. Confidentiality: Protection and handling of confidential information
14. General Provisions: Standard legal provisions including governing law, dispute resolution, and notices
1. Security Requirements: Detailed security protocols and requirements, recommended for enterprise or high-security services
2. Disaster Recovery: Procedures for service continuity in case of major incidents, recommended for business-critical services
3. Data Protection: Specific provisions for handling personal data, required if processing personal information
4. Change Management: Procedures for implementing service changes, recommended for complex service arrangements
5. Service Migration: Procedures for transitioning services, recommended when migration from other providers is involved
6. Regulatory Compliance: Specific compliance requirements, needed for regulated industries
7. Multi-Site Services: Additional provisions for services across multiple locations, needed for multi-site deployments
8. Third-Party Services: Provisions relating to third-party service integration, needed when incorporating external services
1. Schedule 1 - Technical Specifications: Detailed technical specifications of the service, including network architecture and configurations
2. Schedule 2 - Service Level Metrics: Detailed breakdown of service level targets, measurement methods, and reporting frameworks
3. Schedule 3 - Support Procedures: Detailed support procedures, including contact details and escalation matrices
4. Schedule 4 - Pricing and Service Credits: Detailed pricing structure and service credit calculations
5. Schedule 5 - Acceptable Use Policy: Terms and conditions for acceptable use of the internet service
6. Schedule 6 - Implementation Plan: Timeline and milestones for service implementation
7. Appendix A - Service Locations: List of service locations and specific requirements for each
8. Appendix B - Technical Contact Details: Contact information for technical personnel on both sides
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