This ITIL SLA template is designed for use in New Zealand business environments where formal IT service management agreements are required. The document incorporates ITIL (Information Technology Infrastructure Library) best practices and ensures compliance with New Zealand legislation, including the Contract and Commercial Law Act 2017, Privacy Act 2020, and Fair Trading Act 1986. It is particularly suitable for organizations requiring structured IT service delivery frameworks with clearly defined performance metrics, service levels, and operational procedures. The agreement includes comprehensive service descriptions, performance measurements, incident management processes, and reporting requirements, making it ideal for both service providers and customers seeking to establish clear, measurable service expectations and responsibilities.
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1. Parties: Identification of service provider and service recipient, including full legal names and addresses
2. Background: Context of the agreement, relationship between parties, and purpose of the SLA
3. Definitions: Detailed definitions of technical terms, service-related terminology, and contract-specific phrases
4. Service Description: Comprehensive description of services to be provided, including scope and boundaries
5. Service Level Targets: Specific, measurable performance metrics and service level objectives
6. Service Hours and Availability: Defined service hours, maintenance windows, and availability commitments
7. Incident Management: Process for reporting, categorizing, and resolving service incidents
8. Problem Management: Approach to identifying and addressing root causes of recurring incidents
9. Performance Monitoring: Methods and tools for measuring and reporting service performance
10. Change Management: Procedures for requesting, approving, and implementing service changes
11. Responsibilities: Detailed obligations of both service provider and service recipient
12. Financial Terms: Pricing, payment terms, and any service credits or penalties
13. Term and Termination: Duration of agreement, renewal terms, and termination conditions
14. General Provisions: Standard legal clauses including governing law, dispute resolution, and force majeure
1. Disaster Recovery: Specific procedures and commitments for service recovery in case of major incidents or disasters
2. Security Requirements: Additional security measures and compliance requirements beyond standard service delivery
3. Transition Services: Procedures for service transition at the start or end of the agreement
4. Customer Satisfaction: Specific metrics and processes for measuring and managing customer satisfaction
5. Innovation and Continuous Improvement: Framework for ongoing service improvements and technology updates
6. Third-Party Management: Procedures for managing and coordinating with third-party service providers
7. Data Management: Specific requirements for data handling, backup, and retention
1. Schedule 1 - Service Specifications: Detailed technical specifications of all services covered by the SLA
2. Schedule 2 - Service Level Metrics: Comprehensive list of all service level metrics, calculation methods, and measurement periods
3. Schedule 3 - Pricing and Charging: Detailed pricing structure, including base charges, variable charges, and calculation methods
4. Schedule 4 - Operational Procedures: Detailed procedures for day-to-day service operation and management
5. Schedule 5 - Contact Matrix: List of key contacts, escalation paths, and communication procedures
6. Schedule 6 - Report Templates: Standard formats for various service reports and performance measurements
7. Appendix A - Technical Environment: Description of the technical environment and infrastructure supporting the services
8. Appendix B - Service Credit Calculations: Detailed methods for calculating service credits or penalties
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Financial Services
Healthcare
Government
Telecommunications
Manufacturing
Retail
Professional Services
Education
Transportation and Logistics
Relevant Teams
Information Technology
Service Delivery
Operations
Legal
Procurement
Compliance
Technical Support
Infrastructure
Help Desk
Contract Management
Service Management Office
Risk Management
Business Operations
Quality Assurance
Relevant Roles
IT Service Manager
Chief Information Officer
Service Delivery Manager
Operations Manager
IT Director
Contract Manager
Procurement Manager
Service Level Manager
IT Operations Manager
Business Relationship Manager
Legal Counsel
Compliance Officer
Technical Support Manager
Infrastructure Manager
Help Desk Manager
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