Guaranteed SLA Template for Australia

1. Change Management: Procedures for requesting and implementing changes to services or service levels - include for complex service arrangements

2. Disaster Recovery: Specific provisions for service continuity in disaster scenarios - include for critical services

3. Security Requirements: Specific security standards and compliance requirements - include for services involving sensitive data

4. Subcontractor Management: Rules and obligations regarding the use of subcontractors - include when subcontracting is likely

5. Innovation and Continuous Improvement: Provisions for service enhancement over time - include for long-term strategic partnerships

6. Data Management and Privacy: Specific data handling and privacy requirements - include when personal data is processed

7. Environmental Requirements: Environmental standards and commitments - include for services with environmental impact

8. Training and Knowledge Transfer: Requirements for staff training and knowledge sharing - include for complex technical services

1. Schedule 1 - Service Specifications: Detailed technical specifications of all services covered

2. Schedule 2 - Service Level Metrics: Detailed description of each service level metric, including calculation methods

3. Schedule 3 - Fee Schedule: Pricing structure and service credit calculations

4. Schedule 4 - Service Reports: Templates and examples of required service performance reports

5. Schedule 5 - Escalation Procedures: Detailed escalation paths and contact information for various types of issues

6. Schedule 6 - Technical Requirements: Specific technical requirements and standards that must be met

7. Appendix A - Incident Categories: Classification and definitions of different types of service incidents

8. Appendix B - Contact Details: Key contacts and communication protocols for both parties