This IT Service Level Agreement template is designed for use in New Zealand business environments where formalized IT service delivery arrangements are required. The document is particularly valuable when organizations need to establish clear, measurable standards for IT service delivery, support, and performance. It incorporates requirements from New Zealand's legal framework, including the Contract and Commercial Law Act 2017 and Privacy Act 2020, making it suitable for both domestic and international service arrangements within New Zealand jurisdiction. The agreement typically includes detailed service descriptions, performance metrics, support levels, security requirements, and commercial terms, serving as a cornerstone document for managing IT service relationships and ensuring service quality and accountability.
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1. Parties: Identifies and provides full legal details of the service provider and customer
2. Background: Explains the context and purpose of the agreement, including the general nature of IT services to be provided
3. Definitions: Defines key terms used throughout the agreement for clarity and precision
4. Service Description: Detailed outline of the IT services covered by the agreement
5. Service Levels and Performance Metrics: Specifies the agreed service levels, KPIs, and measurement methods
6. Service Hours and Availability: Defines operational hours, maintenance windows, and availability commitments
7. Support and Response Times: Details the support levels, response times, and escalation procedures
8. Monitoring and Reporting: Describes how service performance will be monitored and reported
9. Fees and Payment Terms: Outlines the fee structure, payment schedule, and billing procedures
10. Service Credits and Penalties: Defines compensation for service level failures and performance shortfalls
11. Data Protection and Security: Specifies data handling, privacy, and security requirements
12. Dispute Resolution: Procedures for handling disputes between parties
13. Term and Termination: Duration of the agreement and conditions for termination
14. General Provisions: Standard legal clauses including governing law, notices, and amendments
1. Disaster Recovery and Business Continuity: Details disaster recovery procedures and business continuity plans - include for critical services
2. Third-Party Service Providers: Defines terms for subcontractors and third-party service providers - include when external providers are involved
3. Intellectual Property Rights: Detailed IP provisions - include when custom development or significant IP is involved
4. Change Management: Procedures for service changes and modifications - include for complex or evolving services
5. Transition and Exit Management: Procedures for service transition and termination - include for complex or critical services
6. Compliance and Audit Rights: Specific compliance requirements and audit procedures - include for regulated industries
7. Service Integration: Provisions for integration with other services - include when multiple service providers are involved
1. Schedule 1 - Service Specifications: Detailed technical specifications of all services covered
2. Schedule 2 - Service Level Metrics: Detailed breakdown of all service levels and measurement criteria
3. Schedule 3 - Fee Schedule: Detailed pricing, payment terms, and service credit calculations
4. Schedule 4 - Support Procedures: Detailed support processes, contacts, and escalation procedures
5. Schedule 5 - Security Requirements: Specific security protocols and requirements
6. Appendix A - Technical Infrastructure: Details of technical infrastructure and architecture
7. Appendix B - Incident Management Procedures: Detailed procedures for handling and resolving incidents
8. Appendix C - Report Templates: Templates for various service reports and performance measurements
Relevant legal definitions
Acceptable Use Policy
Agreed Service Times
Authorized Users
Availability
Business Day
Business Hours
Change Management
Confidential Information
Critical Incident
Customer Data
Data Protection Laws
Disaster Recovery
Downtime
Emergency Maintenance
Escalation Path
Force Majeure Event
Incident
Intellectual Property Rights
Key Performance Indicators (KPIs)
Maintenance Window
Mean Time Between Failures (MTBF)
Mean Time to Recover (MTTR)
Monitoring Tools
Normal Business Hours
Operating Environment
Planned Maintenance
Priority Levels
Problem
Resolution Time
Response Time
Service Credits
Service Hours
Service Levels
Service Level Failure
Service Provider Systems
Service Request
Services
Severity Levels
Support Services
System
Third-Party Products
Unplanned Downtime
Upgrade
User Acceptance Testing
Workaround
Agreed Service Times
Authorized Users
Availability
Business Day
Business Hours
Change Management
Confidential Information
Critical Incident
Customer Data
Data Protection Laws
Disaster Recovery
Downtime
Emergency Maintenance
Escalation Path
Force Majeure Event
Incident
Intellectual Property Rights
Key Performance Indicators (KPIs)
Maintenance Window
Mean Time Between Failures (MTBF)
Mean Time to Recover (MTTR)
Monitoring Tools
Normal Business Hours
Operating Environment
Planned Maintenance
Priority Levels
Problem
Resolution Time
Response Time
Service Credits
Service Hours
Service Levels
Service Level Failure
Service Provider Systems
Service Request
Services
Severity Levels
Support Services
System
Third-Party Products
Unplanned Downtime
Upgrade
User Acceptance Testing
Workaround
Clauses
Service Delivery
Performance Standards
Service Level Measurements
Support Services
Response Times
Availability
Monitoring and Reporting
Change Management
Payment Terms
Service Credits
Data Protection
Confidentiality
Security Requirements
Intellectual Property
Liability and Indemnification
Force Majeure
Disaster Recovery
Business Continuity
Audit Rights
Dispute Resolution
Term and Termination
Exit Management
Warranties
Insurance
Compliance
Sub-contracting
Assignment
Notices
Governing Law
Entire Agreement
Variation
Severability
Third Party Rights
Performance Standards
Service Level Measurements
Support Services
Response Times
Availability
Monitoring and Reporting
Change Management
Payment Terms
Service Credits
Data Protection
Confidentiality
Security Requirements
Intellectual Property
Liability and Indemnification
Force Majeure
Disaster Recovery
Business Continuity
Audit Rights
Dispute Resolution
Term and Termination
Exit Management
Warranties
Insurance
Compliance
Sub-contracting
Assignment
Notices
Governing Law
Entire Agreement
Variation
Severability
Third Party Rights
Relevant Industries
Information Technology
Financial Services
Healthcare
Government
Education
Retail
Manufacturing
Professional Services
Telecommunications
Energy
Transportation
Media and Entertainment
Relevant Teams
Information Technology
Legal
Procurement
Operations
Risk and Compliance
Information Security
Vendor Management
Service Delivery
Technical Support
Business Operations
Finance
Project Management Office
Relevant Roles
Chief Information Officer
IT Director
Service Delivery Manager
Procurement Manager
Contract Manager
Legal Counsel
IT Operations Manager
Chief Technology Officer
Vendor Management Specialist
Business Relationship Manager
Information Security Manager
Risk and Compliance Manager
Technical Service Manager
Operations Director
Chief Digital Officer
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