Document background
The Master Service Level Agreement (MSLA) is designed for use in complex service delivery relationships where a service provider will provide multiple or ongoing services to a customer over time. This agreement, governed by Australian law, provides a comprehensive framework that eliminates the need to negotiate multiple individual agreements for each service engagement. It typically includes core terms covering service delivery, performance standards, pricing mechanisms, governance, risk allocation, and compliance with Australian regulatory requirements. The MSLA is particularly suitable for long-term strategic service relationships where flexibility is needed to add or modify services over time while maintaining consistent overarching terms. The agreement incorporates provisions for service orders, allowing parties to efficiently engage specific services under the master framework while ensuring compliance with Australian legal requirements including consumer protection, privacy, and fair trading regulations.
