Customer Service Agreement Template for New Zealand

1. Service Level Agreement (SLA): Include when specific performance metrics and service levels need to be guaranteed

2. Intellectual Property: Include when services involve creation or use of intellectual property

3. Insurance: Include when specific insurance requirements need to be maintained

4. Force Majeure: Include when need to address circumstances beyond parties' control

5. Change Management: Include when services may need modification during the term

6. Security Requirements: Include when services involve IT systems or sensitive data

7. Business Continuity: Include when service continuity is critical

8. Subcontracting: Include when provider may need to subcontract services

1. Schedule 1 - Service Description: Detailed specifications of services including scope and deliverables

2. Schedule 2 - Fee Schedule: Detailed breakdown of fees, rates, and charging mechanisms

3. Schedule 3 - Service Levels: Specific performance metrics, KPIs, and measurement methods

4. Schedule 4 - Support Services: Details of support services, response times, and escalation procedures

5. Appendix A - Contact Details: Key contacts and notification details for both parties

6. Appendix B - Required Forms: Standard forms used in service delivery or reporting