Service Level Agreement Template Australia

SERVICE LEVEL AGREEMENT

THIS SERVICE LEVEL AGREEMENT (the “Agreement”) is entered into on this [___________] day of [___________], 20[___] (the “Effective Date”).

1. PARTIES

BETWEEN: [___________] (ABN: [___________]), located at [___________] ("Service Provider");

AND: [___________] (ABN: [___________]), located at [___________] ("Client").

2. SCOPE OF SERVICES

The Service Provider agrees to perform the services described in Schedule A (the “Services”) in accordance with the performance standards set forth in this Agreement.

3. TERM

This Agreement shall commence on the Effective Date and shall continue for a period of [___________] months/years, unless terminated earlier in accordance with the provisions herein.

4. SERVICE LEVELS AND PERFORMANCE METRICS

The Service Provider shall meet the following Service Level Objectives (“SLOs”):

5. SERVICE CREDITS

In the event the Service Provider fails to meet the specified SLOs, the Client shall be entitled to Service Credits as follows:

• Failure to meet [___________] target: [___________]% credit of the monthly service fee.
• Maximum monthly credit shall not exceed [___________]% of the total monthly invoice.

6. FEES AND PAYMENT

6.1. The Client shall pay the Service Provider the amount of [___________] (plus GST) per [___________]. 6.2. Invoices shall be rendered [___________] and payment shall be made within [___________] days of receipt.

7. CONFIDENTIALITY

Each party shall maintain the confidentiality of all non-public information disclosed by the other party and shall use such information solely for the purpose of fulfilling its obligations under this Agreement.

8. LIMITATION OF LIABILITY

To the extent permitted by the Competition and Consumer Act 2010 (Cth) and other applicable Australian laws, the total aggregate liability of the Service Provider for any claims arising out of this Agreement shall not exceed the total fees paid by the Client to the Service Provider in the [___________] months preceding the event giving rise to the claim.

9. TERMINATION

Either party may terminate this Agreement by providing [___________] days' written notice to the other party. In the event of a material breach, the non-breaching party may terminate immediately upon written notice if the breach remains uncured for [___________] days.

10. GOVERNING LAW

This Agreement shall be governed by and construed in accordance with the laws of [___________] (State/Territory), Australia. The parties submit to the exclusive jurisdiction of the courts of said jurisdiction.

11. DISPUTE RESOLUTION

In the event of a dispute, the parties shall first attempt to resolve the matter through good-faith negotiation. If the dispute remains unresolved after [___________] days, the parties agree to participate in formal mediation before pursuing litigation.

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EXECUTION

SIGNED for and on behalf of [___________] (Service Provider):

Signature: ___________________________
Name: _______________________________
Position: _____________________________
Date: ________________________________

SIGNED for and on behalf of [___________] (Client):

Signature: ___________________________
Name: _______________________________
Position: _____________________________
Date: ________________________________

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SCHEDULE A: SCOPE OF SERVICES

[Insert detailed description of services to be provided, deliverables, and exclusion criteria here.]