IT Service Level Agreement Template for New Zealand

1. Disaster Recovery and Business Continuity: Details disaster recovery procedures and business continuity plans - include for critical services

2. Third-Party Service Providers: Defines terms for subcontractors and third-party service providers - include when external providers are involved

3. Intellectual Property Rights: Detailed IP provisions - include when custom development or significant IP is involved

4. Change Management: Procedures for service changes and modifications - include for complex or evolving services

5. Transition and Exit Management: Procedures for service transition and termination - include for complex or critical services

6. Compliance and Audit Rights: Specific compliance requirements and audit procedures - include for regulated industries

7. Service Integration: Provisions for integration with other services - include when multiple service providers are involved

1. Schedule 1 - Service Specifications: Detailed technical specifications of all services covered

2. Schedule 2 - Service Level Metrics: Detailed breakdown of all service levels and measurement criteria

3. Schedule 3 - Fee Schedule: Detailed pricing, payment terms, and service credit calculations

4. Schedule 4 - Support Procedures: Detailed support processes, contacts, and escalation procedures

5. Schedule 5 - Security Requirements: Specific security protocols and requirements

6. Appendix A - Technical Infrastructure: Details of technical infrastructure and architecture

7. Appendix B - Incident Management Procedures: Detailed procedures for handling and resolving incidents

8. Appendix C - Report Templates: Templates for various service reports and performance measurements