This Standard Uptime SLA template is designed for use in the Australian jurisdiction, providing a comprehensive framework for defining and managing service availability commitments between service providers and their customers. The document is particularly relevant when establishing measurable service levels for technology, infrastructure, or platform services where continuous availability is crucial. The Standard Uptime SLA incorporates requirements from Australian consumer law and fair trading practices, while addressing key aspects such as service level definitions, measurement methodologies, reporting requirements, and service credit mechanisms. It is structured to comply with Australian contract law principles and includes provisions for both technical and commercial aspects of service level management, making it suitable for various business relationships where service availability is a critical factor.
Your data doesn't train Genie's AI
You keep IP ownership of your information
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
OR
Let Genie AI's market-leading legal AI identify missing terms, unusual language, compliance issues and more - in just seconds.
Upload your Doc
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 purpose of the SLA
3. Definitions: Detailed definitions of technical terms, metrics, and key concepts used throughout the agreement
4. Service Levels: Specific uptime commitments, availability targets, and performance metrics
5. Measurement and Reporting: Methods for measuring uptime, monitoring procedures, and reporting frequencies
6. Service Credits: Calculation and application of service credits or other remedies for failing to meet SLAs
7. Exclusions: Circumstances that are excluded from SLA calculations (planned maintenance, force majeure, etc.)
8. Support and Response Times: Support levels, response time commitments, and escalation procedures
9. Term and Termination: Duration of the agreement, renewal terms, and termination conditions
10. General Provisions: Standard legal clauses including governing law, notices, and dispute resolution
1. Disaster Recovery: Specific procedures and commitments for service restoration in case of major incidents - include when disaster recovery is a critical requirement
2. Security Requirements: Specific security standards and compliance requirements - include for services handling sensitive data
3. Data Management: Data handling, backup, and retention requirements - include when service involves significant data processing
4. Change Management: Procedures for implementing service changes - include for complex technical services
5. Customer Obligations: Specific customer responsibilities and prerequisites - include when service delivery depends on customer actions
6. Compliance Requirements: Industry-specific compliance obligations - include for regulated industries
1. Schedule 1 - Technical Specifications: Detailed technical specifications of the service, including infrastructure details and monitoring points
2. Schedule 2 - Service Level Metrics: Detailed breakdown of all service level metrics, calculation methodologies, and measurement points
3. Schedule 3 - Service Credit Calculations: Detailed formulas and examples for calculating service credits and penalties
4. Schedule 4 - Support Procedures: Detailed support procedures, contact information, and escalation matrices
5. Appendix A - Incident Classification: Definitions and examples of incident severity levels and their classification
6. Appendix B - Report Templates: Standard templates for service level reports and performance metrics
Relevant legal definitions
Actual Uptime
Agreed Service Time
Authorized Users
Business Day
Business Hours
Critical Incident
Downtime
Emergency Maintenance
Excluded Events
Force Majeure Event
Incident
Maintenance Window
Measurement Period
Monthly Service Availability
Planned Maintenance
Response Time
Resolution Time
Service
Service Credits
Service Hours
Service Level Agreement
Service Level Failure
Service Level Manager
Service Level Objectives
Service Level Requirements
Service Level Target
Service Provider Systems
Scheduled Downtime
Support Hours
Support Request
System Availability
Technical Representative
Unplanned Downtime
Uptime
Uptime Percentage
Urgent Maintenance
User
Help Desk
Monitoring System
Performance Metrics
Recovery Point Objective
Recovery Time Objective
Reporting Period
Service Restoration
Agreed Service Time
Authorized Users
Business Day
Business Hours
Critical Incident
Downtime
Emergency Maintenance
Excluded Events
Force Majeure Event
Incident
Maintenance Window
Measurement Period
Monthly Service Availability
Planned Maintenance
Response Time
Resolution Time
Service
Service Credits
Service Hours
Service Level Agreement
Service Level Failure
Service Level Manager
Service Level Objectives
Service Level Requirements
Service Level Target
Service Provider Systems
Scheduled Downtime
Support Hours
Support Request
System Availability
Technical Representative
Unplanned Downtime
Uptime
Uptime Percentage
Urgent Maintenance
User
Help Desk
Monitoring System
Performance Metrics
Recovery Point Objective
Recovery Time Objective
Reporting Period
Service Restoration
Clauses
Service Levels
Performance Measurement
Service Credits
Service Support
Response Times
Monitoring
Reporting
Maintenance
Force Majeure
Termination
Dispute Resolution
Confidentiality
Data Protection
Intellectual Property
Liability
Insurance
Indemnification
Warranties
Service Modifications
Change Management
Disaster Recovery
Business Continuity
Audit Rights
Compliance
Governing Law
Assignment
Subcontracting
Notice
Entire Agreement
Severability
Variation
Definition and Interpretation
Representatives
Exclusions
Customer Obligations
Payment Terms
Service Provider Obligations
Security Requirements
Documentation
Review and Amendment
Performance Measurement
Service Credits
Service Support
Response Times
Monitoring
Reporting
Maintenance
Force Majeure
Termination
Dispute Resolution
Confidentiality
Data Protection
Intellectual Property
Liability
Insurance
Indemnification
Warranties
Service Modifications
Change Management
Disaster Recovery
Business Continuity
Audit Rights
Compliance
Governing Law
Assignment
Subcontracting
Notice
Entire Agreement
Severability
Variation
Definition and Interpretation
Representatives
Exclusions
Customer Obligations
Payment Terms
Service Provider Obligations
Security Requirements
Documentation
Review and Amendment
Relevant Industries
Information Technology
Cloud Services
Telecommunications
Data Center Operations
Software as a Service
Infrastructure Services
Managed Services
Healthcare Technology
Financial Technology
E-commerce
Digital Services
Manufacturing Technology
Enterprise Software
Relevant Teams
Legal
Information Technology
Operations
Service Delivery
Contract Management
Procurement
Risk and Compliance
Technical Support
Infrastructure
Commercial
Solution Architecture
Service Management
Relevant Roles
Chief Technology Officer
IT Operations Manager
Service Delivery Manager
Technical Account Manager
Contract Manager
Legal Counsel
Procurement Manager
Infrastructure Manager
Cloud Services Manager
Operations Director
Service Level Manager
Risk Manager
Compliance Officer
Solutions Architect
Commercial Manager
Find the exact document you need
5 Day SLA
An Australian-law governed Service Level Agreement establishing 5-day service delivery commitments, performance metrics, and compliance requirements between provider and customer.
find out more
4 Hour SLA
An Australian law-compliant Service Level Agreement template specifying 4-hour response time commitments with associated performance metrics and remedies.
find out more
SLA Security
An Australian-law governed Security Service Level Agreement defining security service standards, performance metrics, and compliance requirements.
find out more
Service Level Agreement Internet Provider
Australian-compliant Internet Service Provider SLA template covering service standards, performance metrics, and regulatory requirements under Australian telecommunications law.
find out more
Internal SLA
An Australian-compliant internal agreement defining service standards and performance metrics between departments within the same organization.
find out more
Customer Based SLA
An Australian-law governed Service Level Agreement defining service performance metrics, standards, and remedies between service provider and customer.
find out more
Default SLA
An Australian-compliant Service Level Agreement template defining service standards, performance metrics, and obligations between service providers and customers.
find out more
SLA Site
An Australian-compliant Service Level Agreement governing site-specific services, performance standards, and operational requirements at designated locations.
find out more
SLA For Problem Management
An Australian-law governed Service Level Agreement that defines terms, metrics, and procedures for systematic problem management and resolution in IT services.
find out more
Managed Services Service Level Agreement
An Australian-compliant Service Level Agreement specifying performance standards and obligations for managed services delivery.
find out more
SLA And Sop
An Australian law-compliant combined Service Level Agreement and Standard Operating Procedures document defining service standards and operational procedures.
find out more
Improved SLA
An enhanced Service Level Agreement template for Australian jurisdiction, featuring comprehensive performance metrics and service standards with robust accountability mechanisms.
find out more
Average SLA
An Australian-law governed Service Level Agreement defining service standards, metrics, and remedies between provider and customer.
find out more
Agency SLA
An Australian-compliant Agency Service Level Agreement defining the relationship between principal and agent, including service standards and performance metrics.
find out more
SLA Production
An Australian-compliant Service Level Agreement template for production services, establishing performance standards and quality metrics for manufacturing and production operations.
find out more
Service Level Agreement For Schools
An Australian-law governed agreement defining service levels and performance standards between service providers and educational institutions, incorporating educational regulatory requirements.
find out more
Server Level Agreement
An Australian-law governed Service Level Agreement defining service standards, performance metrics, and mutual obligations between service provider and customer.
find out more
Sales SLA
An Australian-compliant Service Level Agreement defining performance standards and commitments for sales-related services, aligned with Australian Consumer Law.
find out more
Outsourcing SLA
Australian-law governed Outsourcing Service Level Agreement defining service standards, performance metrics, and operational requirements between provider and customer.
find out more
Cleaning Service Level Agreement
An Australian-law governed agreement establishing terms and performance standards for professional cleaning services, including service specifications and compliance requirements.
find out more
Task SLA
Australian-compliant Service Level Agreement template for task-based service delivery arrangements, including performance standards and measurement criteria.
find out more
SLA Training
An Australian-law governed Service Level Agreement for training services that establishes quality standards, performance metrics, and delivery requirements.
find out more
SLA Tier 3
An Australian-law governed Service Level Agreement defining Tier 3 service delivery standards, performance metrics, and support procedures for non-critical business services.
find out more
SLA Storage
An Australian-compliant agreement defining terms, conditions, and service levels for professional storage services, incorporating relevant federal and state regulations.
find out more
SLA Level 1
An Australian-compliant basic Service Level Agreement defining core service standards and performance requirements between service provider and customer.
find out more
SLA In System Design
An Australian-law governed Service Level Agreement defining performance metrics and responsibilities for system design services, including technical specifications and compliance requirements.
find out more
SLA Employee
An Australian Employee Service Level Agreement establishing performance standards and service delivery expectations while complying with Australian employment law.
find out more
SLA Asset Management
An Australian-law governed Service Level Agreement outlining terms, conditions, and performance standards for professional asset management services.
find out more
Shipping SLA
An Australian-compliant Service Level Agreement for shipping services, establishing performance standards and operational requirements under Australian maritime law.
find out more
Latency SLA
An Australian-law governed SLA document defining latency requirements, measurements, and remedies for service delivery performance.
find out more
Guaranteed SLA
An Australian-law governed agreement establishing guaranteed service levels and performance standards with specific metrics and remedies for service delivery.
find out more
Finance SLA
An Australian-law governed agreement establishing performance standards and service expectations for financial services, including regulatory compliance and service metrics.
find out more
Email SLA
An Australian-compliant Service Level Agreement for email services, defining performance standards and obligations between provider and client.
find out more
Quality SLA
An Australian-law governed agreement establishing measurable service quality standards, performance metrics, and compliance requirements between service providers and customers.
find out more
Premium SLA
An Australian-law governed Premium Service Level Agreement defining enhanced service standards, support arrangements, and performance commitments for business-critical services.
find out more
Office SLA
An Australian-law governed agreement defining service levels and performance standards for office-related services, including operational metrics and compliance requirements.
find out more
Monthly SLA
Australian-compliant monthly Service Level Agreement template defining service standards, performance metrics, and remedies between providers and customers.
find out more
Marketing SLA
An Australian-law governed agreement setting performance standards and delivery expectations for marketing services, with compliance requirements and service metrics.
find out more
Demo SLA
An Australian-compliant Service Level Agreement template outlining service delivery commitments and performance metrics between providers and customers.
find out more
Data Slas
An Australian-law governed agreement defining service levels and requirements for data-related services, ensuring compliance with local privacy and data protection regulations.
find out more
Genie’s Security Promise
Genie is the safest place to draft. Here’s how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; Genie’s AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
We are ISO27001 certified, so your data is secure
Organizational security:
You retain IP ownership of your documents and their information
You have full control over your data and who gets to see it
.png)
.png)