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Network Service Level Agreement

Network Service Level Agreement Template for New Zealand

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Key Requirements PROMPT example:

Network Service Level Agreement

"I need a Network Service Level Agreement for a medium-sized healthcare provider in Auckland, with specific emphasis on data privacy, 99.99% uptime requirements, and strict security protocols for handling patient data."

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Document background
This Network Service Level Agreement template is designed for use in New Zealand telecommunications and IT service contexts, where a formal agreement is required to establish service standards and mutual obligations between network service providers and their customers. The document is particularly relevant when establishing new network services or formalizing existing service arrangements, incorporating requirements under New Zealand's Telecommunications Act 2001, Fair Trading Act 1986, and other relevant legislation. It provides comprehensive coverage of service specifications, performance metrics, support levels, and remedies, while ensuring compliance with New Zealand's regulatory framework. The agreement is structured to protect both parties' interests while maintaining clarity on service deliverables and operational requirements.
Suggested Sections

1. Parties: Identification of the service provider and customer, including registered addresses and company details

2. Background: Context of the agreement and brief description of the services being provided

3. Definitions: Definitions of technical terms, performance metrics, and other key terms used throughout the agreement

4. Service Description: Detailed description of the network services being provided, including scope and limitations

5. Service Levels: Specific performance metrics, availability targets, and quality standards the provider commits to maintain

6. Service Credits: Compensation mechanism for failure to meet service levels, including calculation methods and claim procedures

7. Support and Maintenance: Details of technical support, maintenance windows, and incident response procedures

8. Customer Obligations: Customer responsibilities and requirements for accessing and using the services

9. Security Requirements: Security standards, protocols, and responsibilities of both parties

10. Charges and Payment: Pricing, payment terms, and billing procedures

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

12. Liability and Indemnities: Limitations of liability, indemnification obligations, and force majeure provisions

13. Confidentiality: Protection and handling of confidential information

14. Dispute Resolution: Procedures for resolving disputes between parties

15. General Provisions: Standard contractual terms including governing law, notices, and assignment rights

Optional Sections

1. Data Protection and Privacy: Detailed privacy obligations and data handling requirements, required if personal data is processed

2. Disaster Recovery: Specific disaster recovery and business continuity procedures, recommended for critical services

3. Change Management: Procedures for implementing service or network changes, useful for complex deployments

4. Reporting Requirements: Detailed reporting obligations and procedures, important for enterprise clients

5. Service Migration: Procedures for service transition and migration, relevant when replacing existing services

6. Regulatory Compliance: Specific regulatory obligations, required for regulated industries

7. Third-Party Services: Terms relating to third-party service providers or integrations

8. Insurance Requirements: Specific insurance obligations, important for high-value or high-risk services

Suggested Schedules

1. Schedule 1 - Service Specifications: Detailed technical specifications of the network services

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

3. Schedule 3 - Fee Schedule: Detailed pricing, including service credits and additional charges

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

5. Schedule 5 - Accepted Network Usage Policy: Detailed policies regarding acceptable use of network services

6. Schedule 6 - Security Standards: Detailed security requirements and compliance standards

7. Appendix A - Technical Requirements: Customer technical requirements and specifications

8. Appendix B - Service Coverage Map: Geographic coverage areas and network points of presence

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
Availability
Bandwidth
Business Day
Business Hours
Change Request
Confidential Information
Critical Incident
Customer Equipment
Data
Downtime
Emergency Maintenance
End User
Force Majeure Event
Help Desk
Incident
Initial Term
Intellectual Property Rights
Internet Protocol (IP)
Latency
Maintenance Window
Mean Time to Repair (MTTR)
Network
Network Infrastructure
Network Interface
Normal Business Hours
Packet Loss
Planned Maintenance
Point of Presence (PoP)
Priority Levels
Response Time
Resolution Time
Service
Service Credits
Service Hours
Service Level
Service Level Failure
Service Level Measurement Period
Service Level Target
Service Provider Equipment
Service Provider Network
Service Request
Support Services
System
Term
Territory
Third Party Provider
Throughput
Unplanned Outage
Uptime
User
Working Day
Clauses
Interpretation
Definitions
Service Scope
Service Levels
Performance Standards
Service Credits
Support Services
Maintenance
Security
Data Protection
Privacy
Confidentiality
Intellectual Property
Payment Terms
Pricing
Term
Termination
Force Majeure
Liability
Indemnification
Insurance
Dispute Resolution
Compliance
Regulatory
Audit Rights
Change Management
Reporting
Customer Obligations
Service Provider Obligations
Subcontracting
Assignment
Notices
Governing Law
Entire Agreement
Variation
Severability
Business Continuity
Disaster Recovery
Third Party Rights
Anti-Corruption
Warranties
Relevant Industries

Telecommunications

Information Technology

Financial Services

Healthcare

Education

E-commerce

Manufacturing

Professional Services

Government

Media and Entertainment

Retail

Transportation and Logistics

Relevant Teams

Legal

Information Technology

Network Operations

Service Delivery

Procurement

Compliance

Risk Management

Technical Operations

Infrastructure

Operations

Vendor Management

Service Management

Relevant Roles

Chief Technology Officer

IT Director

Network Manager

Service Delivery Manager

Procurement Manager

Legal Counsel

Contracts Manager

Operations Manager

Infrastructure Manager

Telecommunications Manager

Technical Operations Director

Chief Information Officer

Service Level Manager

Network Operations Engineer

Compliance Officer

Risk Manager

IT Service Manager

Industries
Telecommunications Act 2001: Primary legislation governing telecommunications services in New Zealand, including network operations, service standards, and regulatory requirements
Fair Trading Act 1986: Ensures fair trading practices and prohibits misleading conduct in trade, relevant for service representations and guarantees in the SLA
Consumer Guarantees Act 1993: Provides statutory guarantees for services, including requirements that services be provided with reasonable care and skill
Privacy Act 2020: Governs the collection, use, and protection of personal information, crucial for handling customer data in network services
Contract and Commercial Law Act 2017: Provides the fundamental legal framework for contract formation, enforcement, and remedies
Commerce Act 1986: Promotes competition in markets and prohibits anti-competitive practices, relevant for network service pricing and terms
Telecommunications (Interception Capability and Security) Act 2013: Specifies security requirements and interception capabilities for network operators
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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