Production Support SLA Template for Australia

1. Data Protection: Required when personal or sensitive data is processed as part of the services

2. Disaster Recovery: Include when business continuity is critical to the customer

3. Security Requirements: Required for services involving sensitive systems or data

4. Third Party Dependencies: Include when service delivery relies on third-party products or services

5. Compliance Requirements: Add for regulated industries or specific compliance obligations

6. Change Management: Include for complex environments requiring formal change processes

7. Training and Documentation: Required when service includes knowledge transfer or documentation deliverables

1. Schedule 1 - Service Descriptions: Detailed descriptions of each support service provided

2. Schedule 2 - Service Level Metrics: Detailed SLA parameters, measurements, and calculations

3. Schedule 3 - Fee Schedule: Detailed pricing, rates, and charging models

4. Schedule 4 - Escalation Procedures: Support tiers and escalation processes

5. Schedule 5 - Contact Details: Key contacts and communication protocols

6. Schedule 6 - Service Environment: Technical environment and supported systems

7. Schedule 7 - Reporting Requirements: Format and content of service performance reports

8. Schedule 8 - Transition Plan: Service implementation or transition procedures

9. Appendix A - Incident Priority Matrix: Criteria for categorizing incident priority levels

10. Appendix B - Service Request Catalog: Standard service requests and response times