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Response Time Service Level Agreement

Response Time Service Level Agreement Template for New Zealand

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Key Requirements PROMPT example:

Response Time Service Level Agreement

"I need a Response Time Service Level Agreement for our cloud-based IT support services, with four priority levels and maximum response times ranging from 15 minutes for critical incidents to 4 hours for low-priority issues, including 24/7 coverage for critical systems starting March 2025."

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Document background
The Response Time Service Level Agreement serves as a critical contract component in service-based business relationships within New Zealand's legal framework. This document is essential when parties need to establish clear, measurable standards for service response times, particularly in scenarios involving technical support, customer service, or professional service delivery. It defines specific time commitments for different service categories and priority levels, measurement methodologies, and consequences for missing targets. The agreement is structured to comply with New Zealand's Contract and Commercial Law Act 2017, Fair Trading Act 1986, and other relevant legislation, making it suitable for both business-to-business and business-to-consumer relationships where service response timing is crucial to operations.
Suggested Sections

1. Parties: Identifies and provides full legal details of the service provider and customer

2. Background: Outlines the context of the agreement and the services being provided

3. Definitions: Defines key terms used throughout the agreement, including technical terminology and service metrics

4. Service Overview: High-level description of the services covered by the SLA

5. Response Time Commitments: Detailed specification of guaranteed response times for different service categories and priority levels

6. Service Hours and Coverage: Specifies when the SLA applies, including business hours, after-hours, and holiday coverage

7. Priority Levels: Defines incident/request priority levels and their classification criteria

8. Performance Measurement: Details how response times will be measured, monitored, and reported

9. Service Credits and Penalties: Specifies compensation or credits for failing to meet response time commitments

10. Exclusions and Limitations: Lists circumstances where the SLA commitments do not apply

11. Reporting and Review: Describes performance reporting frequency and service review meetings

12. Term and Termination: Specifies the duration of the agreement and termination conditions

13. General Provisions: Standard legal clauses including governing law, notices, and dispute resolution

Optional Sections

1. Continuous Improvement: Include when parties want to establish a framework for regularly improving service levels and response times

2. Disaster Recovery: Include when specific response times need to be defined for disaster scenarios

3. Security Requirements: Include when response times are affected by or dependent on security protocols

4. Customer Obligations: Include when customer must meet specific requirements to enable response time commitments

5. Subcontractor Management: Include when service provider uses subcontractors to meet response time commitments

6. Multi-location Services: Include when services are provided across multiple geographic locations with different response times

7. Technology Dependencies: Include when response times are dependent on specific technical infrastructure or systems

Suggested Schedules

1. Schedule 1: Service Definitions: Detailed descriptions of each service covered by the response time commitments

2. Schedule 2: Response Time Metrics: Detailed tables of response time targets for each service category and priority level

3. Schedule 3: Service Credit Calculations: Formulas and examples for calculating service credits for missed response times

4. Schedule 4: Incident Priority Matrix: Detailed criteria for determining incident priority levels

5. Schedule 5: Contact Details: Contact information for key personnel and escalation paths

6. Appendix A: Technical Requirements: Technical specifications required to meet response time commitments

7. Appendix B: Reporting Templates: Standard templates for service level reporting

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
Agreement
Business Day
Business Hours
Completion Time
Critical Incident
Customer
Escalation
First Response
Holidays
Incident
Initial Response Time
Key Performance Indicators (KPIs)
Major Incident
Measurement Period
Minor Incident
Monthly Service Report
Non-Business Hours
Normal Business Hours
Out of Hours Support
Performance Credits
Priority Levels
Resolution Time
Response Time
Service
Service Credits
Service Hours
Service Level Failure
Service Level Measurement
Service Level Requirements
Service Provider
Service Request
Service Window
Support Hours
Support Levels
System
Target Response Time
Time to Resolution
Urgent Request
Working Hours
Workaround
Clauses
Definitions
Service Scope
Response Time Commitments
Performance Measurement
Service Level Targets
Reporting Requirements
Service Credits
Force Majeure
Confidentiality
Data Protection
Liability
Indemnification
Dispute Resolution
Term and Termination
Service Hours
Priority Classifications
Escalation Procedures
Review and Governance
Amendment Process
Notices
Assignment
Subcontracting
Entire Agreement
Severability
Governing Law
Warranties
Service Exclusions
Customer Obligations
Disaster Recovery
Business Continuity
Relevant Industries

Information Technology

Healthcare

Financial Services

Telecommunications

Professional Services

Manufacturing

Retail

Public Sector

Education

Emergency Services

Utilities

Transportation and Logistics

Relevant Teams

Legal

Operations

Service Delivery

Information Technology

Procurement

Compliance

Risk Management

Customer Success

Technical Support

Service Desk

Contract Management

Quality Assurance

Performance Management

Account Management

Relevant Roles

Service Delivery Manager

IT Operations Manager

Contract Manager

Legal Counsel

Chief Technology Officer

Operations Director

Service Level Manager

Performance Analyst

Customer Success Manager

Procurement Manager

Risk Manager

Compliance Officer

Technical Support Manager

Account Manager

Business Relationship Manager

Industries
Contract and Commercial Law Act 2017: Provides the fundamental framework for contract formation, enforcement, and remedies in New Zealand. This is essential for ensuring the SLA is legally binding and enforceable.
Fair Trading Act 1986: Ensures that service level commitments are not misleading or deceptive, and that performance metrics and guarantees are accurately represented.
Consumer Guarantees Act 1993: Provides statutory guarantees for services supplied to consumers, including requirements that services be carried out with reasonable care and skill, which may affect SLA terms.
Privacy Act 2020: Governs the collection, use, and storage of personal information during service delivery and monitoring, which is often necessary for SLA tracking and reporting.
Electronic Transactions Act 2002: Relevant for electronic service delivery and monitoring systems, ensuring electronic transactions and records are legally valid.
Telecommunications Act 2001: May be relevant if the SLA involves telecommunications services or network-dependent services, setting industry-specific requirements.
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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