SLA In System Design Template for Australia

1. Disaster Recovery: Detailed disaster recovery procedures and business continuity plans, required for critical systems

2. Third-Party Integration: Terms governing integration with third-party systems and services, needed when external integrations are part of the design

3. Training and Support: Requirements for user training and ongoing support, relevant when end-user training is part of the scope

4. Intellectual Property Rights: Specific IP provisions for custom developments, needed when custom software or designs are created

5. Service Credits: Financial compensation scheme for service level failures, optional but common in high-value agreements

6. Exit Management: Detailed transition procedures at contract end, important for complex or critical systems

7. Environmental Requirements: Environmental standards and sustainability requirements, relevant for systems with significant environmental impact

1. Schedule A - Technical Specifications: Detailed technical requirements and system architecture specifications

2. Schedule B - Service Level Metrics: Specific performance indicators, measurement methods, and reporting requirements

3. Schedule C - Pricing and Payment Schedule: Detailed fee structure, payment milestones, and service credit calculations

4. Schedule D - Support and Maintenance Procedures: Detailed procedures for ongoing support and maintenance activities

5. Schedule E - Security Standards and Compliance: Specific security requirements, compliance standards, and audit procedures

6. Schedule F - Change Request Template: Standard format and process for requesting and documenting changes

7. Appendix 1 - Contact Matrix: Key contacts and escalation paths for both parties

8. Appendix 2 - Incident Response Plan: Detailed procedures for handling and escalating various types of incidents