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Msp Service Level Agreement

Msp Service Level Agreement Template for New Zealand

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Key Requirements PROMPT example:

Msp Service Level Agreement

"I need an MSP Service Level Agreement for a medium-sized financial services company in Auckland, with comprehensive 24/7 IT support services, strict data security protocols, and disaster recovery requirements, targeting service commencement from March 2025."

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Document background
The MSP Service Level Agreement is essential for organizations in New Zealand seeking to outsource their IT operations to a managed service provider. This document type is specifically designed to establish a clear contractual framework for the delivery of managed IT services, incorporating New Zealand legal requirements and business practices. The agreement is typically used when a business needs ongoing IT support, infrastructure management, or specialized technical services delivered by a professional MSP. The document includes detailed service descriptions, performance metrics, security requirements, and compliance standards, all aligned with New Zealand legislation including the Privacy Act 2020 and Contract and Commercial Law Act 2017. It serves as both a legal safeguard and an operational guide, ensuring transparency in service delivery and setting clear expectations for both parties involved.
Suggested Sections

1. Parties: Identification of the MSP and the client, including full legal names, company details, and registered addresses

2. Background: Context of the agreement, including brief description of the MSP's business and the client's requirements

3. Definitions: Detailed definitions of technical terms, service-related terminology, and other important concepts used throughout the agreement

4. Services Overview: High-level description of the managed services to be provided

5. Service Level Commitments: Detailed service levels, response times, resolution times, and performance metrics

6. Performance Monitoring and Reporting: Methods and frequency of service level measurement and reporting

7. Support Services and Help Desk: Description of support services, including hours of operation, contact methods, and escalation procedures

8. Client Responsibilities: Clear outline of client obligations and requirements for service delivery

9. MSP Responsibilities: Detailed responsibilities and obligations of the MSP

10. Security and Data Protection: Security measures, data protection protocols, and compliance requirements

11. Charges and Payment Terms: Pricing structure, payment terms, and billing procedures

12. Term and Termination: Duration of the agreement, renewal terms, and termination conditions

13. Liability and Indemnification: Limitation of liability, indemnification provisions, and insurance requirements

14. General Provisions: Standard legal clauses including governing law, dispute resolution, and force majeure

Optional Sections

1. Change Management: Procedures for requesting and implementing changes to services or service levels

2. Disaster Recovery: Specific disaster recovery and business continuity provisions, required for clients needing enhanced business continuity assurance

3. Third-Party Vendor Management: Terms regarding management of third-party vendors and subcontractors, needed when MSP manages other vendors

4. Cloud Services: Specific terms for cloud service provision and management, required when cloud services are part of the offering

5. Hardware and Equipment: Terms regarding provision and maintenance of physical hardware, needed when hardware is part of the service

6. On-Site Services: Provisions for on-site support and maintenance, required when physical presence is part of the service

7. Compliance and Regulatory Requirements: Industry-specific compliance requirements, needed for regulated industries

8. Training and Knowledge Transfer: Terms regarding training services and knowledge transfer to client staff, optional based on service scope

Suggested Schedules

1. Schedule 1 - Service Descriptions: Detailed technical specifications of all services provided

2. Schedule 2 - Service Level Metrics: Detailed performance metrics, measurement methods, and reporting formats

3. Schedule 3 - Pricing and Rate Card: Detailed pricing information, rate cards, and charging mechanisms

4. Schedule 4 - Support Procedures: Detailed support procedures, escalation matrices, and contact information

5. Schedule 5 - Security Requirements: Detailed security protocols, requirements, and compliance standards

6. Schedule 6 - Transition Plan: Details of service transition and implementation timeline

7. Appendix A - Technical Infrastructure: Documentation of technical infrastructure and architecture

8. Appendix B - Approved Third-Party Tools: List of approved software, tools, and third-party services

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

Authors

Alex Denne

Head of Growth (Open Source Law) @ Genie AI | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

Linkedin in social icon imageX social icon image
alex.den.21@genieai.co
Relevant legal definitions
Acceptable Use Policy
Agreement
Authorized Users
Business Day
Business Hours
Change Request
Confidential Information
Critical Incident
Customer Data
Disaster Recovery
Effective Date
Emergency Maintenance
Fees
Force Majeure Event
Help Desk
Incident
Initial Term
Intellectual Property Rights
Key Performance Indicators (KPIs)
Maintenance Window
Managed Services
Mean Time to Respond
Mean Time to Resolve
Monitoring Services
Normal Business Hours
Out of Hours
Personal Data
Planned Maintenance
Priority Levels
Problem
Resolution Time
Response Time
Service Credits
Service Hours
Service Level Agreement (SLA)
Service Level Targets
Service Levels
Services
Severity Levels
Site
Software
Statement of Work
Support Services
System
Term
Third-Party Products
Transition Period
Uptime
User Acceptance Testing
Workaround
Clauses
Service Provision
Service Levels
Performance Standards
Response Times
Support Services
Maintenance
Change Management
Security
Data Protection
Privacy
Confidentiality
Intellectual Property
Payment Terms
Fees and Charges
Service Credits
Liability
Indemnification
Insurance
Force Majeure
Term and Termination
Dispute Resolution
Governing Law
Assignment
Subcontracting
Warranties
Compliance
Audit Rights
Business Continuity
Disaster Recovery
Notice
Amendments
Entire Agreement
Severability
Personnel
Client Obligations
Access Rights
Third Party Rights
Reporting
Documentation
Training
Transition Services
Relevant Industries

Information Technology

Financial Services

Healthcare

Professional Services

Manufacturing

Retail

Education

Government

Telecommunications

Construction

Non-profit Organizations

Legal Services

Media and Entertainment

Relevant Teams

Information Technology

Legal

Procurement

Finance

Operations

Risk and Compliance

Security

Service Delivery

Project Management

Vendor Management

Technical Support

Infrastructure

Executive Leadership

Relevant Roles

Chief Information Officer

IT Director

Chief Technology Officer

Procurement Manager

Contract Manager

IT Service Manager

Operations Manager

Chief Financial Officer

Risk Manager

Compliance Officer

Legal Counsel

Service Delivery Manager

Account Manager

Technical Operations Director

IT Infrastructure Manager

Security Manager

Project Manager

Vendor Manager

Industries
Contract and Commercial Law Act 2017: Governs contract formation, electronic transactions, and general commercial relationships in New Zealand. Critical for establishing the legal framework of the SLA.
Fair Trading Act 1986: Ensures fair trading practices and prohibits misleading conduct in trade. Relevant for service descriptions, performance promises, and marketing claims in the SLA.
Privacy Act 2020: Regulates how personal information is collected, used, stored, and disclosed. Essential for MSPs handling client data and defining data protection obligations.
Consumer Guarantees Act 1993: Sets statutory guarantees for services provided to consumers, including that services must be carried out with reasonable care and skill.
Electronic Transactions Act 2002: Facilitates the use of electronic transactions and validates electronic contracts. Important for digital service delivery and online agreements.
Employment Relations Act 2000: May impact service delivery commitments and staff availability provisions in the SLA, particularly regarding working hours and holiday coverage.
Harmful Digital Communications Act 2015: Relevant for digital service providers in managing and preventing harmful digital communications through their services.
Companies Act 1993: Relevant for understanding the legal obligations and responsibilities of the service provider as a business entity.
Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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