Customer Service Service Level Agreement Template for New Zealand

1. Business Continuity: Procedures for maintaining service levels during disruptions, recommended for critical services

2. Security Requirements: Specific security standards and protocols, important when handling sensitive customer data

3. Training Requirements: Staff training and certification requirements, relevant for specialized customer service

4. Subcontractor Management: Rules for engaging and managing subcontractors, needed if service provider uses third parties

5. Customer Obligations: Specific customer responsibilities beyond basic ones, important for complex service relationships

6. Innovation and Continuous Improvement: Procedures for service enhancement and modernization, useful for long-term agreements

7. Multi-language Support: Requirements for supporting multiple languages, relevant for diverse customer bases

1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and measurement criteria

2. Schedule 2 - Fee Schedule: Detailed pricing, service credits, and penalty calculations

3. Schedule 3 - Escalation Matrix: Contact details and procedures for different levels of issue escalation

4. Schedule 4 - Report Templates: Standard formats for performance reporting and monitoring

5. Schedule 5 - Operating Procedures: Detailed operational procedures and workflows

6. Appendix A - Technology Requirements: Technical specifications for systems and tools used in service delivery

7. Appendix B - Quality Assurance Standards: Detailed quality standards and monitoring procedures