New Zealand Service Level Agreement Template

Service Level Agreement Template

This Service Level Agreement (SLA) outlines the expectations, responsibilities, and performance standards for services provided between the Service Provider and the Client. It is designed to ensure both parties have a clear understanding of service delivery, support, and accountability within the New Zealand legal context.

1. Parties and Agreement

This Agreement is entered into on [Date] between:

• Service Provider: [Your Company Name]
• Client: [Client Company Name]

2. Scope of Services

The Service Provider agrees to provide the following services:

• [List specific services to be provided]
• [List any exclusions or out-of-scope tasks]

3. Service Levels and Performance

The Service Provider commits to the following performance standards:

• Availability: [e.g., 99.9% uptime during business hours]
• Response Time: [e.g., Initial response to support requests within 4 business hours]
• Resolution Time: [e.g., Resolution of critical issues within 24 business hours]

4. Client Responsibilities

To ensure the delivery of services, the Client agrees to:

• Provide timely access to necessary information and systems.
• Designate a primary point of contact for all communications.
• [Insert additional client obligations]

5. Reporting and Review

• Performance Reports: The Service Provider will submit a performance report on a [Monthly/Quarterly] basis.
• Review Meetings: Both parties agree to meet [Frequency] to review service performance and address any concerns.

6. Term and Termination

• Term: This agreement commences on [Start Date] and continues until [End Date].
• Termination: Either party may terminate this agreement with [Number] days' written notice.

7. Dispute Resolution

In the event of a dispute, both parties agree to first attempt to resolve the matter through good-faith negotiation. If unresolved, the parties agree to seek mediation in accordance with New Zealand law.

Pro Tips

• Be Specific: Use measurable metrics (KPIs) rather than vague promises like "fast support."
• Define Business Hours: Clearly state if your support hours follow New Zealand Standard Time (NZST) and if they exclude public holidays.
• Include Penalties/Credits: If applicable, define what happens if service levels are not met, such as service credits on the next invoice.

Execution and Signatures

The Parties sign this agreement as of the Effective Date: [Date].

First Party

• Signature: ______________________
• Name: [Full name]
• Title: [Job title]
• Date: [Date]

Second Party

• Signature: ______________________
• Name: [Full name]
• Title: [Job title]
• Date: [Date]

FAQ

What is the purpose of an SLA?

An SLA defines the level of service expected by a customer from a supplier, laying out the metrics by which that service is measured and the remedies or penalties, if any, should the agreed-on service levels not be achieved.

Does this SLA comply with New Zealand law?

This template provides a foundational framework. It is recommended that you have your final document reviewed by a legal professional to ensure compliance with the Fair Trading Act and the Consumer Guarantees Act, where applicable.

Can I modify the service levels?

Yes, service levels should be tailored to the specific needs of your business and the expectations of your client. Ensure that the metrics you choose are realistic and trackable.