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1. Parties: Identification of the service provider and customer, including ABN/ACN and registered addresses
2. Background: Context of the agreement, including the nature of infrastructure services being provided
3. Definitions and Interpretation: Defined terms used throughout the agreement and rules for interpretation
4. Term and Renewal: Duration of the agreement, including commencement date and renewal provisions
5. Service Provider Obligations: Core responsibilities and commitments of the service provider
6. Customer Obligations: Requirements and responsibilities of the customer
7. Service Levels: Detailed performance standards and metrics that the service provider must meet
8. Service Level Credits: Financial implications of failing to meet service levels
9. Monitoring and Reporting: Requirements for tracking and reporting service performance
10. Change Management: Process for implementing changes to services or service levels
11. Security Requirements: Security standards and protocols for infrastructure services
12. Business Continuity and Disaster Recovery: Procedures for maintaining service during disruptions
13. Fees and Payment: Pricing, payment terms, and billing procedures
14. Liability and Insurance: Limitation of liability, indemnities, and insurance requirements
15. Termination: Conditions and process for ending the agreement
16. General Provisions: Standard legal clauses including governing law, notices, and dispute resolution
1. Environmental Requirements: Include when infrastructure services have significant environmental impacts or sustainability requirements
2. Indigenous Engagement: Include when infrastructure is located on or affects Indigenous lands or communities
3. Local Content Requirements: Include when there are obligations to use local suppliers or workers
4. Innovation and Continuous Improvement: Include for long-term agreements where service evolution is expected
5. Transition Services: Include when complex service transition is required at start or end of agreement
6. Regulatory Compliance: Include when infrastructure is subject to specific regulatory oversight
7. Force Majeure: Include when specific force majeure provisions beyond standard provisions are needed
8. Step-in Rights: Include when customer requires right to take over services in certain circumstances
1. Schedule 1 - Service Descriptions: Detailed description of all infrastructure services covered
2. Schedule 2 - Service Level Specifications: Detailed metrics, measurement methods, and reporting requirements
3. Schedule 3 - Fee Schedule: Detailed pricing, including any variable components and adjustment mechanisms
4. Schedule 4 - Governance Framework: Service management structure, meeting requirements, and escalation procedures
5. Schedule 5 - Technical Specifications: Detailed technical requirements and standards for infrastructure
6. Schedule 6 - Security Standards: Specific security requirements and compliance standards
7. Schedule 7 - Business Continuity Plan: Detailed procedures for service continuity and disaster recovery
8. Appendix A - Site Locations: List and details of all infrastructure locations covered
9. Appendix B - Key Personnel: Details of key staff and roles from both parties
10. Appendix C - Form of Reports: Templates for required service performance reports
Agreed Service Time
Associated Services
Authorized Representative
Availability
Baseline Performance
Business Day
Business Hours
Change Request
Commencement Date
Confidential Information
Critical Incident
Customer Data
Customer Environment
Defect
Disaster Recovery Plan
Documentation
Emergency Maintenance
Excused Downtime
Force Majeure Event
Good Industry Practice
Incident
Infrastructure
Infrastructure Components
Initial Term
Intellectual Property Rights
Key Performance Indicators
Key Personnel
Maintenance Window
Major Incident
Measurement Period
Minimum Performance Standards
Monitoring Tools
Operating Environment
Planned Maintenance
Priority Levels
Recovery Point Objective
Recovery Time Objective
Related Services
Renewal Term
Report
Resolution Time
Response Time
Schedule of Services
Security Requirements
Service Credits
Service Failures
Service Hours
Service Level Agreement
Service Level Credits
Service Level Default
Service Level Requirements
Service Levels
Service Provider Personnel
Service Provider Systems
Service Request
Services
Site
SLA Reporting Period
Support Services
System
Term
Third Party Provider
Unplanned Downtime
Upgrade
User
Work Order
Performance Standards
Service Credits
Monitoring and Reporting
Maintenance and Support
Change Management
Business Continuity
Disaster Recovery
Security Requirements
Data Protection
Confidentiality
Intellectual Property
Liability and Indemnification
Insurance
Force Majeure
Termination Rights
Dispute Resolution
Compliance and Regulatory
Health and Safety
Environmental Protection
Access Rights
Subcontracting
Personnel Requirements
Transition Services
Fees and Payment
Governance
Audit Rights
Warranties
Assignment and Novation
Step-in Rights
Asset Management
Risk Allocation
Quality Assurance
Emergency Response
Reporting Requirements
Innovation and Improvement
Key Performance Indicators
Service Level Reviews
Information Technology
Telecommunications
Utilities
Data Centers
Transportation
Energy
Construction
Mining
Healthcare
Government Infrastructure
Manufacturing
Education
Legal
Operations
Infrastructure
Procurement
Compliance
Risk Management
Service Delivery
Technical Operations
Contract Management
Quality Assurance
Facility Management
Project Management
Infrastructure Manager
Operations Director
Facility Manager
Service Delivery Manager
Contract Manager
Legal Counsel
Compliance Officer
Technical Operations Manager
Project Manager
Risk Manager
Procurement Manager
Chief Technology Officer
Chief Operations Officer
Service Level Manager
Infrastructure Engineer
Quality Assurance Manager
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