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.
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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
Authors
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
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