This Customer Service Agreement template is designed for use in New Zealand business contexts where a formal agreement is needed to govern the provision of services. It is particularly suitable for ongoing service relationships where clear terms, service standards, and mutual obligations need to be established. The document incorporates requirements from key New Zealand legislation including the Consumer Guarantees Act 1993, Fair Trading Act 1986, and Privacy Act 2020. It provides a framework for defining service scope, performance metrics, payment terms, and dispute resolution procedures while protecting both parties' interests. This agreement is commonly used across various sectors from professional services to technology providers, and can be customized to specific service arrangements while maintaining compliance with New Zealand legal requirements.
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1. Parties: Identifies and provides full legal details of the service provider and customer
2. Background: Sets out the context of the agreement and the parties' intentions
3. Definitions: Defines key terms used throughout the agreement
4. Services: Detailed description of the services to be provided
5. Service Standards: Specifies the quality standards and performance metrics for service delivery
6. Customer Obligations: Outlines the customer's responsibilities and requirements
7. Fees and Payment: Details the fee structure, payment terms, and billing procedures
8. Term and Termination: Specifies the duration of the agreement and termination provisions
9. Confidentiality: Protects confidential information shared between parties
10. Privacy and Data Protection: Addresses handling of personal information in compliance with Privacy Act 2020
11. Liability and Indemnities: Sets out liability limitations and indemnification obligations
12. Dispute Resolution: Establishes procedures for resolving disputes
13. General Provisions: Contains standard boilerplate clauses including governing law, notices, and assignment
1. Service Level Agreement (SLA): Include when specific performance metrics and service levels need to be guaranteed
2. Intellectual Property: Include when services involve creation or use of intellectual property
3. Insurance: Include when specific insurance requirements need to be maintained
4. Force Majeure: Include when need to address circumstances beyond parties' control
5. Change Management: Include when services may need modification during the term
6. Security Requirements: Include when services involve IT systems or sensitive data
7. Business Continuity: Include when service continuity is critical
8. Subcontracting: Include when provider may need to subcontract services
1. Schedule 1 - Service Description: Detailed specifications of services including scope and deliverables
2. Schedule 2 - Fee Schedule: Detailed breakdown of fees, rates, and charging mechanisms
3. Schedule 3 - Service Levels: Specific performance metrics, KPIs, and measurement methods
4. Schedule 4 - Support Services: Details of support services, response times, and escalation procedures
5. Appendix A - Contact Details: Key contacts and notification details for both parties
6. Appendix B - Required Forms: Standard forms used in service delivery or reporting
Relevant legal definitions
Agreement
Business Day
Business Hours
Charges
Commencement Date
Confidential Information
Contract Year
Customer
Customer Data
Customer Materials
Deliverables
Dispute
Documentation
Effective Date
Force Majeure Event
GST
Intellectual Property Rights
Key Personnel
Notice
Party/Parties
Personal Information
Personnel
Privacy Laws
Service Credits
Service Hours
Service Levels
Services
Service Provider
Service Standards
Site
Specified Personnel
Subcontractor
Term
Territory
Working Hours
Business Day
Business Hours
Charges
Commencement Date
Confidential Information
Contract Year
Customer
Customer Data
Customer Materials
Deliverables
Dispute
Documentation
Effective Date
Force Majeure Event
GST
Intellectual Property Rights
Key Personnel
Notice
Party/Parties
Personal Information
Personnel
Privacy Laws
Service Credits
Service Hours
Service Levels
Services
Service Provider
Service Standards
Site
Specified Personnel
Subcontractor
Term
Territory
Working Hours
Clauses
Interpretation
Services
Service Levels
Performance Standards
Customer Obligations
Fees and Payment
GST
Invoicing
Term
Termination
Confidentiality
Privacy
Data Protection
Intellectual Property
Warranties
Liability
Indemnification
Insurance
Force Majeure
Dispute Resolution
Assignment
Subcontracting
Personnel
Compliance
Records and Audit
Change Management
Security
Business Continuity
Notices
Governing Law
General Provisions
Services
Service Levels
Performance Standards
Customer Obligations
Fees and Payment
GST
Invoicing
Term
Termination
Confidentiality
Privacy
Data Protection
Intellectual Property
Warranties
Liability
Indemnification
Insurance
Force Majeure
Dispute Resolution
Assignment
Subcontracting
Personnel
Compliance
Records and Audit
Change Management
Security
Business Continuity
Notices
Governing Law
General Provisions
Relevant Industries
Information Technology
Professional Services
Telecommunications
Software as a Service
Consulting
Healthcare Services
Financial Services
Business Process Outsourcing
Education and Training
Facilities Management
Retail Services
Hospitality
Relevant Teams
Legal
Commercial
Operations
Customer Service
Sales
Compliance
Account Management
Service Delivery
Risk Management
Business Development
Relevant Roles
Legal Counsel
Commercial Manager
Contract Manager
Customer Service Manager
Operations Director
Business Development Manager
Compliance Officer
Account Manager
Service Delivery Manager
Sales Director
Chief Operating Officer
Risk Manager
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