This Incident Response Time SLA is designed for use in Australian business contexts where organizations require formal commitments regarding the handling and resolution of IT-related incidents. The document is particularly relevant in today's digital business environment where system availability and rapid incident response are critical to business operations. It addresses the growing need for clear, measurable service standards while ensuring compliance with Australian regulatory requirements, including the Privacy Act 1988, Security of Critical Infrastructure Act 2018, and industry-specific regulations. The SLA defines incident priority levels, response time commitments, resolution targets, and associated service credits or penalties, making it essential for managing service provider relationships and ensuring accountability in incident management processes.
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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 need for incident response measures
3. Definitions: Detailed definitions of key terms including 'Incident', 'Response Time', 'Resolution Time', 'Priority Levels', 'Service Hours', etc.
4. Scope of Services: Detailed description of the incident response services covered under the SLA
5. Incident Classification: Definition and criteria for different incident priority levels (e.g., P1, P2, P3, P4)
6. Response Time Commitments: Specific response time targets for each incident priority level
7. Resolution Time Targets: Target times for incident resolution based on priority levels
8. Service Hours and Coverage: Details of service availability, including business hours, after-hours, and holiday coverage
9. Incident Reporting and Communication: Procedures for reporting incidents and maintaining communication during incident management
10. Performance Measurement: Metrics and methods for measuring SLA compliance
11. Service Credits and Penalties: Financial implications of failing to meet SLA targets
12. Force Majeure: Circumstances under which SLA obligations may be suspended
13. Term and Termination: Duration of the SLA and conditions for termination
14. General Provisions: Standard legal clauses including governing law, dispute resolution, and amendments
1. Business Continuity and Disaster Recovery: Include when the service is business-critical or when required by industry regulations
2. Security Requirements: Include for services involving sensitive data or critical systems
3. Regulatory Compliance: Include when the service is subject to specific regulatory requirements
4. Multi-vendor Management: Include when incident response involves multiple service providers
5. Custom Reporting Requirements: Include when client requires specific reporting formats or frequencies
6. Training and Documentation: Include when staff training or documentation requirements are part of the service
1. Schedule A - Service Level Metrics: Detailed breakdown of response time targets and measurement criteria
2. Schedule B - Escalation Matrix: Contact details and escalation procedures for different incident types
3. Schedule C - Service Credit Calculations: Detailed methodology for calculating service credits or penalties
4. Schedule D - Incident Response Procedures: Step-by-step procedures for handling different types of incidents
5. Appendix 1 - Incident Report Template: Standard template for reporting incidents
6. Appendix 2 - Performance Report Template: Template for regular SLA performance reporting
Relevant legal definitions
Agreement
Business Day
Business Hours
Commencement Date
Confidential Information
Critical Incident
Customer
Customer Representative
Escalation
First Response
Force Majeure Event
Incident
Incident Classification
Incident Management
Incident Report
Initial Response Time
Major Incident
Minor Incident
Moderate Incident
Normal Business Hours
Out of Hours Support
Performance Report
Priority Level
Resolution
Resolution Time
Response Time
Service Credits
Service Hours
Service Level
Service Level Breach
Service Level Measurement Period
Service Provider
Service Provider Representative
Services
Severity Level
SLA
Support Services
System
Target Resolution Time
Target Response Time
Updates
Workaround
Business Day
Business Hours
Commencement Date
Confidential Information
Critical Incident
Customer
Customer Representative
Escalation
First Response
Force Majeure Event
Incident
Incident Classification
Incident Management
Incident Report
Initial Response Time
Major Incident
Minor Incident
Moderate Incident
Normal Business Hours
Out of Hours Support
Performance Report
Priority Level
Resolution
Resolution Time
Response Time
Service Credits
Service Hours
Service Level
Service Level Breach
Service Level Measurement Period
Service Provider
Service Provider Representative
Services
Severity Level
SLA
Support Services
System
Target Resolution Time
Target Response Time
Updates
Workaround
Clauses
Parties
Background
Definitions
Service Scope
Response Time Obligations
Incident Classification
Service Level Metrics
Performance Measurement
Service Credits
Reporting Requirements
Communication Protocols
Escalation Procedures
Service Hours
Support Services
Service Provider Obligations
Customer Obligations
Data Protection
Confidentiality
Security Requirements
Force Majeure
Term and Termination
Dispute Resolution
Limitation of Liability
Indemnification
Insurance
Warranties
Regulatory Compliance
Change Management
Assignment
Notices
Governing Law
Entire Agreement
Severability
Amendment
Background
Definitions
Service Scope
Response Time Obligations
Incident Classification
Service Level Metrics
Performance Measurement
Service Credits
Reporting Requirements
Communication Protocols
Escalation Procedures
Service Hours
Support Services
Service Provider Obligations
Customer Obligations
Data Protection
Confidentiality
Security Requirements
Force Majeure
Term and Termination
Dispute Resolution
Limitation of Liability
Indemnification
Insurance
Warranties
Regulatory Compliance
Change Management
Assignment
Notices
Governing Law
Entire Agreement
Severability
Amendment
Relevant Industries
Information Technology
Financial Services
Healthcare
Telecommunications
Government
Energy and Utilities
Manufacturing
Retail
Professional Services
Education
Critical Infrastructure
Transportation and Logistics
Relevant Teams
Information Technology
Legal
Procurement
Risk and Compliance
Operations
Information Security
Service Desk
Vendor Management
Business Continuity
Technical Support
Contract Management
Relevant Roles
Chief Information Officer
IT Director
Service Delivery Manager
Operations Manager
Procurement Manager
Contract Manager
Legal Counsel
Risk Manager
Compliance Officer
Information Security Manager
IT Service Manager
Vendor Management Officer
Technical Support Manager
Business Continuity Manager
Chief Technology Officer
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