48 Hour SLA Template for Australia

1. Change Management: Procedures for managing changes to services or SLA terms - include when the service involves complex systems or frequent updates

2. Business Continuity: Disaster recovery and business continuity provisions - include for critical services

3. Security Requirements: Specific security standards and protocols - include when handling sensitive data

4. Data Management: Data handling, privacy, and protection requirements - include when personal or sensitive data is involved

5. Escalation Procedures: Detailed escalation paths and contacts - include for complex organizational structures

6. Service Exclusions: Specific exclusions from the service scope - include when there are important limitations to clarify

7. Third-Party Dependencies: Management of third-party service providers - include when external providers are involved

1. Schedule 1 - Service Definitions: Detailed technical specifications of services and support levels

2. Schedule 2 - Service Level Metrics: Detailed measurement criteria and calculation methods for service levels

3. Schedule 3 - Fee Schedule: Pricing, service credits, and payment terms

4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures for different scenarios

5. Schedule 5 - Incident Priority Definitions: Classification and definitions of incident priority levels

6. Appendix A - Technical Requirements: Technical specifications and requirements for service delivery

7. Appendix B - Report Templates: Standard templates for service level reporting