The Service Level Agreement Pricing document is essential for businesses operating in Australia that provide or receive ongoing services with specific performance requirements. It establishes the commercial framework for service delivery, combining pricing structures with service level commitments and their financial implications. This document type is particularly crucial in regulated industries and complex service arrangements where clear performance metrics and pricing consequences need to be established. The agreement must comply with Australian competition law, consumer protection requirements, and GST regulations, while providing sufficient flexibility for price adjustments and service level monitoring. It typically accompanies or forms part of a master services agreement, focusing specifically on the pricing aspects of service level commitments.
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1. Parties: Identifies and provides full legal details of all parties to the agreement
2. Background: Outlines the context and purpose of the agreement, including any relevant history or relationships
3. Definitions: Defines key terms used throughout the agreement, including technical and pricing-related terminology
4. Term and Renewal: Specifies the initial term of the agreement and any renewal provisions
5. Base Service Pricing: Details the core pricing structure, including base rates and standard service fees
6. Service Levels: Defines the agreed service levels and performance metrics that affect pricing
7. Performance Credits and Penalties: Specifies financial adjustments based on service level achievement or failure
8. Measurement and Reporting: Outlines how service levels will be measured, monitored, and reported
9. Invoicing and Payment Terms: Details billing frequency, payment terms, and invoice dispute procedures
10. Price Review and Adjustment: Specifies mechanisms for periodic price reviews and adjustments
11. Termination: Outlines circumstances and processes for agreement termination
12. General Provisions: Includes standard legal provisions such as governing law, notices, and dispute resolution
1. Volume Discounts: Include when offering tiered pricing based on service volume or consumption
2. Currency and Exchange Rates: Required for international agreements or when services are priced in multiple currencies
3. Cost Pass-Through Provisions: Include when certain costs may be passed through to the customer directly
4. Transition Pricing: Needed when special pricing applies during service transition or implementation phases
5. Market Testing: Include when periodic market testing of prices is required for long-term agreements
6. Gain Sharing: Used when parties agree to share cost savings or efficiency gains
7. Additional Services Pricing: Include when providing framework for pricing services beyond the core scope
8. Tax Treatment: Detailed section required when complex tax implications apply to the services
1. Schedule A - Pricing Tables: Detailed tables of all prices, rates, and charges applicable to the services
2. Schedule B - Service Level Specifications: Detailed technical specifications of service levels and performance metrics
3. Schedule C - Measurement Methodology: Detailed procedures for measuring and calculating service level achievement
4. Schedule D - Rate Card: Standard rates for additional services or out-of-scope work
5. Schedule E - Performance Credit Calculations: Formulas and examples for calculating performance credits or penalties
6. Schedule F - Reporting Templates: Standard formats for performance and pricing reports
7. Appendix 1 - Price Review Process: Detailed procedures for conducting price reviews
8. Appendix 2 - Invoice Format: Sample invoice format and required information
Relevant legal definitions
Actual Service Level
Additional Services
Adjustment Date
Annual Fee
Baseline Price
Base Services
Billing Cycle
Business Day
Business Hours
Commencement Date
Consumer Price Index
Core Hours
Critical Service Level
Customer
Excused Performance
Fees
Force Majeure Event
GST
Initial Term
Invoice
Key Performance Indicator
Measurement Period
Minimum Service Level
Monthly Fee
Performance Credit
Performance Report
Price Review Date
Pricing Schedule
Rate Card
Renewal Term
Reporting Period
Service Credits
Service Hour
Service Level
Service Level Default
Service Level Methodology
Service Level Target
Service Provider
Service Recipient
Standard Rate
Target Service Level
Term
Time and Materials
Unit Price
Volume Discount
Working Hours
Additional Services
Adjustment Date
Annual Fee
Baseline Price
Base Services
Billing Cycle
Business Day
Business Hours
Commencement Date
Consumer Price Index
Core Hours
Critical Service Level
Customer
Excused Performance
Fees
Force Majeure Event
GST
Initial Term
Invoice
Key Performance Indicator
Measurement Period
Minimum Service Level
Monthly Fee
Performance Credit
Performance Report
Price Review Date
Pricing Schedule
Rate Card
Renewal Term
Reporting Period
Service Credits
Service Hour
Service Level
Service Level Default
Service Level Methodology
Service Level Target
Service Provider
Service Recipient
Standard Rate
Target Service Level
Term
Time and Materials
Unit Price
Volume Discount
Working Hours
Clauses
Base Pricing
Service Levels
Performance Measurement
Payment Terms
Price Adjustment
Volume Discounts
Service Credits
Invoicing
Reporting
Term and Renewal
Price Review
Dispute Resolution
Force Majeure
Confidentiality
Intellectual Property
Data Protection
Audit Rights
GST and Taxation
Currency and Exchange
Liability and Indemnification
Insurance
Termination
Service Level Defaults
Change Control
Notices
Assignment
Subcontracting
Governing Law
Entire Agreement
Severability
Service Levels
Performance Measurement
Payment Terms
Price Adjustment
Volume Discounts
Service Credits
Invoicing
Reporting
Term and Renewal
Price Review
Dispute Resolution
Force Majeure
Confidentiality
Intellectual Property
Data Protection
Audit Rights
GST and Taxation
Currency and Exchange
Liability and Indemnification
Insurance
Termination
Service Level Defaults
Change Control
Notices
Assignment
Subcontracting
Governing Law
Entire Agreement
Severability
Relevant Industries
Information Technology
Professional Services
Telecommunications
Cloud Services
Managed Services
Business Process Outsourcing
Healthcare Technology
Financial Services
Consulting Services
Data Center Services
Relevant Teams
Legal
Finance
Procurement
Commercial
Operations
Service Delivery
Account Management
Compliance
Contract Administration
Performance Management
Relevant Roles
Commercial Director
Procurement Manager
Service Delivery Manager
Contract Manager
Chief Financial Officer
Pricing Analyst
Legal Counsel
Operations Director
Account Manager
Performance Manager
Financial Controller
Compliance Officer
Service Level Manager
Commercial Analyst
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