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.
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
Your data doesn't train Genie's AI
You keep IP ownership聽of your docs
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
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
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
Find the exact document you need
Tier 3 SLA
New Zealand-compliant Tier 3 Service Level Agreement template for defining and managing non-critical business support services.
Download
SLA Itil
New Zealand-compliant ITIL-based Service Level Agreement defining IT service delivery terms and performance metrics.
Download
Sla (Healthcare)
A New Zealand-compliant Service Level Agreement for healthcare services, defining performance standards and operational requirements while ensuring regulatory compliance.
Download
SLA Uptime
A New Zealand-governed Service Level Agreement defining system availability commitments, measurement methods, and remedies for service interruptions.
Download
SLA Policy
A New Zealand-compliant Service Level Agreement Policy defining service standards, performance metrics, and obligations between service providers and customers.
Download
SLA Planning
A New Zealand-compliant Service Level Agreement Planning document that establishes service delivery standards, performance metrics, and management framework between contracting parties.
Download
Simple SLA
A New Zealand law-governed Service Level Agreement defining service standards, performance metrics, and remedies between service provider and customer.
Download
Service Level Agreement Telecommunications
A New Zealand-governed agreement defining telecommunications service levels, performance standards, and operational requirements between service providers and customers.
Download
Server Level Agreement
A New Zealand-compliant contract defining service levels, performance standards, and remedies between service providers and customers.
Download
Sales SLA
New Zealand-compliant Service Level Agreement template for sales services, establishing performance metrics and service standards under NZ law.
Download
Response SLA
A New Zealand-compliant Service Level Agreement defining response time commitments and incident management procedures for service delivery.
Download
Outsourcing SLA
New Zealand-compliant Outsourcing Service Level Agreement template defining service delivery terms, performance standards, and operational requirements.
Download
Normal SLA
A New Zealand-governed agreement defining service delivery standards, performance metrics, and mutual obligations between service provider and customer.
Download
Cleaning Service Level Agreement
New Zealand-compliant agreement defining terms, conditions, and standards for professional cleaning services.
Download
99.999 SLA
New Zealand-compliant Service Level Agreement template for 99.999% uptime commitment services, including comprehensive service levels, measurements, and remedies.
Download
Vendor Service Level Agreement
A New Zealand-governed agreement defining service levels, performance metrics, and accountability standards between a service provider and customer.
Download
SLA Document
A New Zealand-compliant Service Level Agreement defining service standards, performance metrics, and obligations between service provider and customer.
Download
SLA Database
A New Zealand-compliant Service Level Agreement for database services, establishing performance metrics and service standards under NZ law.
Download
Latency SLA
A New Zealand-compliant Service Level Agreement establishing latency performance targets, measurement methods, and remedies for digital services.
Download
Service Level Agreement Graphic Design
A New Zealand-compliant service level agreement specifying terms, conditions, and performance standards for graphic design services.
Download
Security Level Agreement
A New Zealand-compliant agreement defining security standards, metrics, and responsibilities between service providers and clients, aligned with local privacy and cybersecurity laws.
Download
Availability SLA
A New Zealand-governed agreement defining guaranteed service availability levels, metrics, and remedies between service providers and customers.
Download
Service Level Agreement Between Two Companies
A New Zealand law-governed agreement defining service standards and performance metrics between two companies, establishing clear service delivery expectations and accountability measures.
Download
Experience Level Agreement
A New Zealand-governed agreement establishing user experience metrics and standards for service delivery, focusing on end-user satisfaction measurement and improvement.
Download
Service Level Agreement For It Support
New Zealand-compliant IT Support Service Level Agreement template defining service standards and mutual obligations between provider and client.
Download
SLA Supplier Agreement
A New Zealand-governed agreement defining service levels, performance metrics, and obligations between service providers and customers.
Download
Msp Service Level Agreement
A New Zealand-governed agreement defining service levels and terms between a Managed Service Provider and client for IT services delivery.
Download
Library Service Level Agreement
New Zealand-compliant service level agreement template for library services, establishing service standards and operational framework.
Download
Internal Service Level Agreement Between Departments
A New Zealand-governed Internal Service Level Agreement that formalizes service delivery arrangements between departments within an organization.
Download
Dynamic SLA
A New Zealand-compliant Dynamic Service Level Agreement establishing adaptable service performance standards with built-in adjustment mechanisms.
Download
Customer Service Service Level Agreement
A New Zealand-compliant agreement defining measurable customer service standards, performance metrics, and remedies between service provider and client.
Download
SLA Agreement
A New Zealand-compliant Service Level Agreement defining service standards, performance metrics, and accountability between service provider and customer.
Download
Service Licence Agreement
A New Zealand-governed agreement establishing terms for licensing services from a provider to a customer, including usage rights, service levels, and compliance requirements.
Download
Organisational Level Agreement
A New Zealand-compliant internal service agreement template defining service relationships between organizational departments.
Download
Marketing Service Level Agreement
A New Zealand-governed agreement defining performance standards and deliverables for marketing services, aligned with local commercial and privacy laws.
Download
SLA Api
New Zealand-governed API Service Level Agreement defining performance metrics, service commitments, and technical specifications for API service provision.
Download
Insurance SLA
A New Zealand-compliant Service Level Agreement defining performance standards and operational requirements for insurance service delivery.
Download
Service Level Agreement Web Development
A New Zealand-governed agreement defining service levels and performance metrics for web development services, including technical requirements and support obligations.
Download
Service Level Agreement For Security Services
A New Zealand-compliant agreement establishing performance standards and operational requirements for security services provision.
Download
Service Level Agreement For Website Maintenance
A New Zealand-governed agreement establishing terms and service levels for professional website maintenance services, including performance metrics and responsibilities.
Download
骋别苍颈别鈥檚 Security Promise
Genie is the safest place to draft. Here鈥檚 how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; 骋别苍颈别鈥檚 AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
We are ISO27001 certified, so your data is secure
Organizational security:
You retain IP ownership of your documents and their information
You have full control over your data and who gets to see it