This System Availability SLA template is designed for use in the Australian business context where organizations need to establish clear, measurable commitments for technology service delivery. The document is essential when implementing or procuring critical technology services that require specific uptime guarantees and performance standards. It incorporates requirements under Australian consumer law and industry best practices, providing comprehensive coverage of availability metrics, monitoring methods, reporting requirements, and remedy mechanisms. The SLA is particularly valuable for services where system availability is crucial to business operations and where clear accountability for service performance is required. It includes provisions for service credits, support obligations, and escalation procedures, aligned with Australian legal requirements and business practices.
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1. Parties: Identification of the service provider and customer, including legal entity details
2. Background: Context of the agreement, including the system covered and general purpose
3. Definitions: Detailed definitions of technical terms, metrics, and key concepts used throughout the agreement
4. Service Levels: Core availability commitments, including uptime percentages and measurement periods
5. Measurement and Monitoring: Methods and tools used to measure system availability and performance
6. Service Credits: Calculation and application of credits or remedies for service level failures
7. Exclusions: Circumstances not counted as downtime (e.g., planned maintenance, force majeure)
8. Reporting: Regular reporting requirements and formats for service level performance
9. Resolution and Response Times: Timeframes for responding to and resolving different categories of incidents
10. Support Services: Description of support levels, hours, and contact methods
11. Term and Termination: Duration of the SLA and conditions for termination
12. General Provisions: Standard legal clauses including governing law, notices, and amendments
1. Disaster Recovery: Specific provisions for major system failures and recovery procedures - include when business continuity is critical
2. Security Requirements: Detailed security obligations and standards - include for systems handling sensitive data
3. Data Management: Specific provisions for data handling, backup, and recovery - include when data protection is crucial
4. Performance Optimization: Continuous improvement and optimization requirements - include for long-term strategic partnerships
5. Third-Party Dependencies: Management of external service providers and dependencies - include when system relies on third-party services
6. Change Management: Procedures for system changes and updates - include for complex systems requiring frequent updates
7. Training and Documentation: Requirements for system documentation and user training - include for complex systems requiring user interaction
1. Service Level Metrics: Detailed technical specifications of availability targets and measurement methods
2. System Architecture: Technical description of system components and infrastructure covered by the SLA
3. Support Procedures: Detailed procedures for incident reporting and escalation
4. Price Schedule: Service fees and service credit calculations
5. Approved Maintenance Windows: Pre-approved times for system maintenance and updates
6. Contact Matrix: Key contacts and escalation paths for both parties
7. Report Templates: Standard formats for performance and availability reporting
Relevant legal definitions
Availability
Availability Percentage
Business Day
Business Hours
Downtime
Emergency Maintenance
Excluded Events
Force Majeure Event
Incident
Maintenance Window
Measurement Period
Monitoring Tools
Planned Maintenance
Resolution Time
Response Time
Service
Service Credits
Service Hours
Service Level Failure
Service Level Objectives
Service Level Requirements
Service Level Target
Support Hours
System
System Component
Unplanned Downtime
Uptime
Urgent Maintenance
User
Critical Incident
Major Incident
Minor Incident
Help Desk
Support Request
Priority Levels
Recovery Time Objective
Recovery Point Objective
Service Window
Scheduled Uptime
Performance Degradation
Monthly Service Fee
Reporting Period
Availability Percentage
Business Day
Business Hours
Downtime
Emergency Maintenance
Excluded Events
Force Majeure Event
Incident
Maintenance Window
Measurement Period
Monitoring Tools
Planned Maintenance
Resolution Time
Response Time
Service
Service Credits
Service Hours
Service Level Failure
Service Level Objectives
Service Level Requirements
Service Level Target
Support Hours
System
System Component
Unplanned Downtime
Uptime
Urgent Maintenance
User
Critical Incident
Major Incident
Minor Incident
Help Desk
Support Request
Priority Levels
Recovery Time Objective
Recovery Point Objective
Service Window
Scheduled Uptime
Performance Degradation
Monthly Service Fee
Reporting Period
Clauses
Service Levels
Performance Measurement
Service Credits
Monitoring and Reporting
Support Services
Maintenance
Response Times
Problem Resolution
Force Majeure
Limitation of Liability
Indemnification
Confidentiality
Data Protection
Security Requirements
Disaster Recovery
Business Continuity
Change Management
Termination
Dispute Resolution
Governing Law
Assignment
Subcontracting
Insurance
Warranties
Service Provider Obligations
Customer Obligations
Fees and Payment
Intellectual Property
Audit Rights
Notice Requirements
Amendment Process
Escalation Procedures
Performance Measurement
Service Credits
Monitoring and Reporting
Support Services
Maintenance
Response Times
Problem Resolution
Force Majeure
Limitation of Liability
Indemnification
Confidentiality
Data Protection
Security Requirements
Disaster Recovery
Business Continuity
Change Management
Termination
Dispute Resolution
Governing Law
Assignment
Subcontracting
Insurance
Warranties
Service Provider Obligations
Customer Obligations
Fees and Payment
Intellectual Property
Audit Rights
Notice Requirements
Amendment Process
Escalation Procedures
Relevant Industries
Information Technology
Financial Services
Healthcare
Government
Telecommunications
E-commerce
Manufacturing
Education
Professional Services
Media and Entertainment
Banking
Insurance
Retail
Relevant Teams
Legal
Information Technology
Operations
Procurement
Service Delivery
Risk and Compliance
Infrastructure
Technical Support
Contract Management
Project Management
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Operations Manager
Technical Account Manager
Contract Manager
Procurement Manager
System Administrator
Infrastructure Manager
Cloud Services Manager
IT Operations Manager
Service Level Manager
Legal Counsel
Risk Manager
Compliance Officer
Project Manager
Vendor Manager
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