This document template is specifically designed for establishing Tier 3 SLAs within the New Zealand legal framework. A Tier 3 SLA is typically used for non-critical business support services where formal service levels need to be defined but don't require the rigorous standards of higher-tier agreements. The document provides a balanced approach to service level management, incorporating essential performance metrics, basic support requirements, and reasonable remedies while remaining proportionate to the service criticality. It's particularly suitable for services such as routine maintenance, standard help desk support, or regular operational services where continuous availability is desired but not business-critical. The agreement includes provisions compliant with New Zealand commercial law and standard industry practices, making it suitable for both service providers and customers seeking to establish clear but manageable service expectations.
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1. Parties: Identification of service provider and customer, including legal names and addresses
2. Background: Context of the agreement and brief description of the services being provided
3. Definitions: Key terms used throughout the agreement, including technical terminology and service-specific definitions
4. Service Description: Detailed description of the services being provided, including scope and limitations
5. Service Levels: Specific performance metrics, targets, and measurement methods
6. Service Hours: Operating hours, maintenance windows, and response times
7. Support and Communication: Support procedures, contact points, and escalation processes
8. Performance Monitoring: How service levels will be monitored, measured, and reported
9. Fees and Payment: Pricing, payment terms, and billing procedures
10. Term and Termination: Duration of agreement, renewal terms, and termination conditions
11. General Provisions: Standard legal clauses including governing law, notices, and dispute resolution
1. Service Credits: Include when financial compensation for service level breaches is required
2. Disaster Recovery: Add for services requiring basic business continuity provisions
3. Security Requirements: Include when handling sensitive data or requiring specific security measures
4. Data Management: Add when service involves significant data processing or storage
5. Third-Party Dependencies: Include when service delivery relies on third-party providers
6. Change Management: Add when service may require periodic modifications or upgrades
1. Schedule 1 - Service Level Targets: Detailed metrics and performance targets with specific numbers
2. Schedule 2 - Fee Schedule: Detailed pricing information and payment terms
3. Schedule 3 - Support Procedures: Detailed support processes and contact information
4. Schedule 4 - Technical Requirements: Technical specifications and requirements for service delivery
5. Appendix A - Incident Response Matrix: Classification of incidents and corresponding response times
6. Appendix B - Report Templates: Standard formats for service level reporting
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