The Enterprise SLA is designed for use in complex service delivery relationships where detailed performance metrics and service standards are crucial. This document is particularly relevant in the Australian business context, where it must comply with local regulations while establishing clear service expectations and accountability mechanisms. It is commonly used when organizations engage external service providers for critical business functions, technology services, or operational support. The Enterprise SLA includes comprehensive provisions for service delivery, performance measurement, problem resolution, and governance, making it suitable for high-value, long-term service arrangements. It addresses specific requirements under Australian law, including consumer protection, privacy, and data security obligations, while providing flexibility to accommodate industry-specific needs and standards.
Your data doesn't train Genie's AI
You keep IP ownership of your information
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
OR
Let Ƶ's market-leading legal AI identify missing terms, unusual language, compliance issues and more - in just seconds.
1. Parties: Identification of the service provider and customer, including full legal names and registered addresses
2. Background: Context of the agreement, existing relationship between parties, and purpose of the SLA
3. Definitions: Detailed definitions of technical terms, service-related concepts, and other important terminology used throughout the agreement
4. Service Description: Comprehensive description of services to be provided, including scope and boundaries
5. Service Levels: Detailed performance metrics, KPIs, and minimum service levels that must be maintained
6. Performance Monitoring: Methods and tools for measuring and monitoring service performance
7. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods
8. Problem Management: Processes for identifying, reporting, escalating, and resolving service issues
9. Change Management: Procedures for requesting, approving, and implementing changes to services
10. Business Continuity: Requirements for disaster recovery and business continuity planning
11. Security Requirements: Security standards, data protection measures, and compliance requirements
12. Term and Termination: Duration of the agreement, renewal terms, and termination conditions
13. General Provisions: Standard legal clauses including governing law, dispute resolution, and force majeure
1. Transition Services: Details of service transition arrangements, used when transitioning from another provider or when specific implementation phases are required
2. Third Party Services: Provisions regarding subcontractors and third-party service providers, included when external parties are involved in service delivery
3. Innovation and Continuous Improvement: Framework for service improvements and technological updates, relevant for long-term strategic partnerships
4. Knowledge Transfer: Requirements for documentation and training, important when significant knowledge sharing is needed
5. Regulatory Compliance: Specific compliance requirements, included when services are subject to particular regulatory frameworks
6. Multi-jurisdictional Services: Special provisions for services delivered across multiple jurisdictions or countries
7. Volume Commitments: Minimum volume commitments and related pricing arrangements, used in capacity-based services
8. Intellectual Property Rights: Detailed IP provisions, needed when service delivery involves creation or use of intellectual property
1. Schedule 1 - Service Descriptions: Detailed technical specifications of each service component
2. Schedule 2 - Service Levels and KPIs: Comprehensive metrics, measurement methods, and reporting requirements
3. Schedule 3 - Pricing and Payment Terms: Detailed pricing structure, payment terms, and service credit calculations
4. Schedule 4 - Operational Procedures: Day-to-day operational procedures, escalation paths, and contact details
5. Schedule 5 - Security Standards: Detailed security requirements, protocols, and compliance standards
6. Schedule 6 - Business Continuity Plan: Detailed disaster recovery and business continuity procedures
7. Appendix A - Service Reports: Templates and examples of required service reports
8. Appendix B - Technical Requirements: Detailed technical specifications and requirements
9. Appendix C - Transition Plan: Detailed transition or implementation timeline and milestones
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Financial Services
Healthcare
Manufacturing
Professional Services
Cloud Computing
Managed Services
Infrastructure Services
Consulting
Business Process Outsourcing
Relevant Teams
Legal
Information Technology
Procurement
Operations
Service Delivery
Vendor Management
Risk and Compliance
Commercial
Technical Services
Business Operations
Relevant Roles
Chief Information Officer
IT Director
Service Delivery Manager
Procurement Manager
Contract Manager
Operations Director
Technical Services Manager
Vendor Management Lead
Chief Technology Officer
Commercial Manager
Legal Counsel
Risk Manager
Compliance Officer
Service Operations Manager
Business Relationship Manager
Find the exact document you need
5 Day SLA
An Australian-law governed Service Level Agreement establishing 5-day service delivery commitments, performance metrics, and compliance requirements between provider and customer.
find out more
4 Hour SLA
An Australian law-compliant Service Level Agreement template specifying 4-hour response time commitments with associated performance metrics and remedies.
find out more
SLA Security
An Australian-law governed Security Service Level Agreement defining security service standards, performance metrics, and compliance requirements.
find out more
Service Level Agreement Internet Provider
Australian-compliant Internet Service Provider SLA template covering service standards, performance metrics, and regulatory requirements under Australian telecommunications law.
find out more
Internal SLA
An Australian-compliant internal agreement defining service standards and performance metrics between departments within the same organization.
find out more
Customer Based SLA
An Australian-law governed Service Level Agreement defining service performance metrics, standards, and remedies between service provider and customer.
find out more
Default SLA
An Australian-compliant Service Level Agreement template defining service standards, performance metrics, and obligations between service providers and customers.
find out more
SLA Site
An Australian-compliant Service Level Agreement governing site-specific services, performance standards, and operational requirements at designated locations.
find out more
SLA For Problem Management
An Australian-law governed Service Level Agreement that defines terms, metrics, and procedures for systematic problem management and resolution in IT services.
find out more
Managed Services Service Level Agreement
An Australian-compliant Service Level Agreement specifying performance standards and obligations for managed services delivery.
find out more
SLA And Sop
An Australian law-compliant combined Service Level Agreement and Standard Operating Procedures document defining service standards and operational procedures.
find out more
Improved SLA
An enhanced Service Level Agreement template for Australian jurisdiction, featuring comprehensive performance metrics and service standards with robust accountability mechanisms.
find out more
Average SLA
An Australian-law governed Service Level Agreement defining service standards, metrics, and remedies between provider and customer.
find out more
Agency SLA
An Australian-compliant Agency Service Level Agreement defining the relationship between principal and agent, including service standards and performance metrics.
find out more
SLA Production
An Australian-compliant Service Level Agreement template for production services, establishing performance standards and quality metrics for manufacturing and production operations.
find out more
Service Level Agreement For Schools
An Australian-law governed agreement defining service levels and performance standards between service providers and educational institutions, incorporating educational regulatory requirements.
find out more
Server Level Agreement
An Australian-law governed Service Level Agreement defining service standards, performance metrics, and mutual obligations between service provider and customer.
find out more
Sales SLA
An Australian-compliant Service Level Agreement defining performance standards and commitments for sales-related services, aligned with Australian Consumer Law.
find out more
Outsourcing SLA
Australian-law governed Outsourcing Service Level Agreement defining service standards, performance metrics, and operational requirements between provider and customer.
find out more
Cleaning Service Level Agreement
An Australian-law governed agreement establishing terms and performance standards for professional cleaning services, including service specifications and compliance requirements.
find out more
Task SLA
Australian-compliant Service Level Agreement template for task-based service delivery arrangements, including performance standards and measurement criteria.
find out more
SLA Training
An Australian-law governed Service Level Agreement for training services that establishes quality standards, performance metrics, and delivery requirements.
find out more
SLA Tier 3
An Australian-law governed Service Level Agreement defining Tier 3 service delivery standards, performance metrics, and support procedures for non-critical business services.
find out more
SLA Storage
An Australian-compliant agreement defining terms, conditions, and service levels for professional storage services, incorporating relevant federal and state regulations.
find out more
SLA Level 1
An Australian-compliant basic Service Level Agreement defining core service standards and performance requirements between service provider and customer.
find out more
SLA In System Design
An Australian-law governed Service Level Agreement defining performance metrics and responsibilities for system design services, including technical specifications and compliance requirements.
find out more
SLA Employee
An Australian Employee Service Level Agreement establishing performance standards and service delivery expectations while complying with Australian employment law.
find out more
SLA Asset Management
An Australian-law governed Service Level Agreement outlining terms, conditions, and performance standards for professional asset management services.
find out more
Shipping SLA
An Australian-compliant Service Level Agreement for shipping services, establishing performance standards and operational requirements under Australian maritime law.
find out more
Latency SLA
An Australian-law governed SLA document defining latency requirements, measurements, and remedies for service delivery performance.
find out more
Guaranteed SLA
An Australian-law governed agreement establishing guaranteed service levels and performance standards with specific metrics and remedies for service delivery.
find out more
Finance SLA
An Australian-law governed agreement establishing performance standards and service expectations for financial services, including regulatory compliance and service metrics.
find out more
Email SLA
An Australian-compliant Service Level Agreement for email services, defining performance standards and obligations between provider and client.
find out more
Quality SLA
An Australian-law governed agreement establishing measurable service quality standards, performance metrics, and compliance requirements between service providers and customers.
find out more
Premium SLA
An Australian-law governed Premium Service Level Agreement defining enhanced service standards, support arrangements, and performance commitments for business-critical services.
find out more
Office SLA
An Australian-law governed agreement defining service levels and performance standards for office-related services, including operational metrics and compliance requirements.
find out more
Monthly SLA
Australian-compliant monthly Service Level Agreement template defining service standards, performance metrics, and remedies between providers and customers.
find out more
Marketing SLA
An Australian-law governed agreement setting performance standards and delivery expectations for marketing services, with compliance requirements and service metrics.
find out more
Demo SLA
An Australian-compliant Service Level Agreement template outlining service delivery commitments and performance metrics between providers and customers.
find out more
Data Slas
An Australian-law governed agreement defining service levels and requirements for data-related services, ensuring compliance with local privacy and data protection regulations.
find out more
ұԾ’s Security Promise
Genie is the safest place to draft. Here’s how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; ұԾ’s AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
We are ISO27001 certified, so your data is secure
Organizational security:
You retain IP ownership of your documents and their information
You have full control over your data and who gets to see it
.png)