The Database Service Level Agreement is essential for organizations engaging external providers for database services in Australia. This agreement defines the specific performance standards, availability commitments, and support levels expected from the service provider while ensuring compliance with Australian privacy laws, data protection requirements, and consumer protection regulations. It is particularly crucial for businesses handling sensitive data or requiring high-availability database services, as it establishes clear metrics for service quality, details the procedures for handling service disruptions, and outlines the remedies available when service levels are not met. The document should be used whenever engaging a database service provider in Australia, whether for cloud-based or on-premises database solutions, and needs to be tailored to specific technical requirements while maintaining compliance with Australian legal frameworks.
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1. Parties: Identification of the service provider and customer, including full legal names and ABNs
2. Background: Context of the agreement and brief description of the database services being provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key concepts used in the agreement
4. Service Description: Overview of the database services, including scope and limitations
5. Service Levels: Specific performance metrics, availability commitments, and measurement methods
6. Security Requirements: Security standards, protocols, and compliance requirements for data protection
7. Data Management: Data handling, backup, recovery, and retention obligations
8. Support Services: Description of support levels, response times, and escalation procedures
9. Fees and Payment: Pricing structure, payment terms, and billing procedures
10. Service Credits: Compensation mechanism for service level failures
11. Liability and Indemnities: Risk allocation, limitation of liability, and indemnification provisions
12. Term and Termination: Contract duration, renewal terms, and termination rights
13. General Provisions: Standard legal provisions including governing law, dispute resolution, and notices
1. Disaster Recovery: Detailed disaster recovery procedures - include when the service is business-critical
2. Data Migration: Procedures for importing/exporting data - include when migration services are part of the scope
3. Multi-jurisdictional Compliance: Additional compliance requirements - include when data is stored or processed across multiple jurisdictions
4. Third-Party Integration: Requirements for integration with other services - include when third-party systems are involved
5. Custom Development: Terms for custom database modifications - include when custom development is part of the service
6. Training and Documentation: Training and documentation requirements - include when user training is part of the scope
1. Schedule 1 - Technical Specifications: Detailed technical specifications of the database service, including architecture and infrastructure requirements
2. Schedule 2 - Service Level Metrics: Detailed performance metrics, measurement methodologies, and reporting requirements
3. Schedule 3 - Security Standards: Specific security protocols, compliance requirements, and audit procedures
4. Schedule 4 - Support Services Matrix: Detailed support level descriptions, response times, and escalation procedures
5. Schedule 5 - Fee Schedule: Detailed pricing structure, including base fees and additional charges
6. Schedule 6 - Service Credit Calculations: Formulas and procedures for calculating service credits
7. Appendix A - Data Processing Requirements: Specific requirements for data processing, including privacy and security measures
8. Appendix B - Approved Subcontractors: List of approved third-party service providers and their roles
Authors
Relevant legal definitions
Clauses
Relevant Industries
Financial Services
Healthcare
Technology
Government
Education
Retail
Manufacturing
Professional Services
Telecommunications
Insurance
Energy and Utilities
Media and Entertainment
Relevant Teams
Legal
Information Technology
Information Security
Procurement
Risk and Compliance
Operations
Infrastructure
Data Management
Service Delivery
Vendor Management
Relevant Roles
Chief Technology Officer
IT Director
Database Administrator
Chief Information Officer
Legal Counsel
Procurement Manager
Information Security Manager
Data Protection Officer
Service Delivery Manager
IT Operations Manager
Risk Manager
Compliance Officer
Technical Architect
Contract Manager
Cloud Infrastructure Manager
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