Critical SLA Template for Australia

1. Transition Services: Required when service transition from another provider or back-sourcing needs to be addressed

2. Data Migration: Include when significant data transfer or migration is part of the service scope

3. Industry Compliance: Add when specific industry regulations (e.g., financial services, healthcare) apply

4. Third Party Dependencies: Include when critical service delivery relies on specific third-party providers

5. Intellectual Property Rights: Required when service involves development, customization, or use of proprietary systems

6. Personnel Requirements: Add when specific qualifications, security clearances, or staffing levels are critical

7. Change Management: Include when formal change control procedures are required for service modifications

1. Schedule 1 - Service Specifications: Detailed technical specifications of the services, including architectural diagrams

2. Schedule 2 - Service Level Metrics: Comprehensive metrics, calculation methods, and measurement periods

3. Schedule 3 - Pricing and Service Credits: Fee structure, payment terms, and service credit calculations

4. Schedule 4 - Governance Procedures: Detailed procedures for service management, escalation, and reporting

5. Schedule 5 - Business Continuity Plan: Detailed procedures for disaster recovery and service continuity

6. Schedule 6 - Security Standards: Specific security requirements, protocols, and compliance standards

7. Appendix A - Contact Details: Key contacts and escalation points for both parties

8. Appendix B - Technical Environment: Description of technical infrastructure and environmental requirements

9. Appendix C - Response Priority Matrix: Classification of incidents and corresponding response requirements