SLA Policy Template for New Zealand

1. Disaster Recovery: Detailed procedures for service restoration in case of major incidents, used when services are mission-critical

2. Security Requirements: Specific security standards and protocols, necessary when handling sensitive data or providing security-critical services

3. Data Management: Provisions for data handling, backup, and recovery, required when service involves significant data processing

4. Change Management: Procedures for implementing service changes, recommended for complex technical services

5. Continuous Improvement: Framework for ongoing service improvement, useful for long-term strategic partnerships

6. Third-Party Dependencies: Management of external service providers or dependencies, needed when service delivery relies on third parties

7. Customer Obligations: Specific responsibilities of the customer, important when service quality depends on customer actions

8. Compliance Requirements: Industry-specific compliance obligations, necessary for regulated industries

1. Schedule 1: Technical Specifications: Detailed technical requirements and service specifications

2. Schedule 2: Service Level Metrics Details: Comprehensive breakdown of all service level metrics and measurement methodologies

3. Schedule 3: Fee Schedule: Pricing details, payment terms, and service credit calculations

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

5. Schedule 5: Reporting Templates: Standard formats for service level reports and performance measurements

6. Appendix A: Incident Classification: Definitions and examples of incident priority levels

7. Appendix B: Service Coverage Matrix: Detailed breakdown of services, locations, and hours of coverage

8. Appendix C: Technical Environment: Description of the technical environment and supported configurations