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Outsourcing SLA

Outsourcing SLA Template for New Zealand

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Key Requirements PROMPT example:

Outsourcing SLA

"I need an Outsourcing SLA for IT infrastructure management services between my Auckland-based fintech company and a cloud services provider, with particular emphasis on data security, privacy compliance, and 99.99% uptime requirements."

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Document background
This Outsourcing SLA template is designed for organizations operating under New Zealand law who are engaging external service providers for various business functions. The document is particularly relevant when establishing formal service relationships that require defined performance metrics, clear accountability, and compliance with New Zealand regulatory requirements. It provides a comprehensive framework for managing outsourcing relationships, incorporating service levels, governance structures, and risk management provisions. The agreement addresses key aspects of modern outsourcing arrangements, including data protection, intellectual property rights, and digital service delivery, while ensuring compliance with New Zealand's Privacy Act 2020 and other relevant legislation. This template is suitable for both domestic and international outsourcing arrangements, provided they fall under New Zealand jurisdiction.
Suggested Sections

1. Parties: Identification of the service provider and customer, including full legal names and registered addresses

2. Background: Context of the agreement, including the customer's business needs and provider's expertise

3. Definitions and Interpretation: Detailed definitions of technical terms, industry terminology, and interpretation rules

4. Service Provider Obligations: Core responsibilities and commitments of the service provider

5. Customer Obligations: Customer's responsibilities and commitments to enable service delivery

6. Service Levels: Key performance indicators, measurement methods, and reporting requirements

7. Performance Management: Monitoring, reporting, and review processes for service delivery

8. Charges and Payment: Pricing structure, payment terms, and invoice procedures

9. Governance and Change Management: Decision-making processes, change control procedures, and relationship management

10. Data Protection and Privacy: Compliance with Privacy Act 2020 and data handling requirements

11. Intellectual Property Rights: Ownership and licensing of IP created or used in service delivery

12. Confidentiality: Protection of confidential information and trade secrets

13. Liability and Indemnities: Risk allocation, limitation of liability, and indemnification provisions

14. Force Majeure: Handling of events beyond reasonable control

15. Term and Termination: Contract duration, renewal options, and termination rights

16. Exit Management: Transition assistance and knowledge transfer upon termination

17. General Provisions: Standard legal clauses including notices, assignment, and governing law

Optional Sections

1. Security Requirements: Detailed security protocols and compliance requirements, essential for handling sensitive data or regulated industries

2. Business Continuity and Disaster Recovery: Required for critical services or when handling essential business functions

3. Personnel and Key Staff: Include when specific staff qualifications or security clearances are required

4. Audit Rights: Important for regulated industries or when handling sensitive data

5. Environmental Compliance: Relevant for services with environmental impact or sustainability requirements

6. Insurance Requirements: Detailed insurance obligations, important for high-risk services

7. Anti-Bribery and Corruption: Essential for international services or government contracts

8. Third-Party Rights: Required when third parties may need to enforce agreement terms

9. Service Credits: Include when financial penalties for missed service levels are required

Suggested Schedules

1. Schedule 1 - Services Description: Detailed description of all services to be provided

2. Schedule 2 - Service Levels and KPIs: Specific performance metrics, measurement methods, and targets

3. Schedule 3 - Pricing and Charging Model: Detailed pricing structure, rates, and calculation methods

4. Schedule 4 - Implementation Plan: Timeline and milestones for service implementation

5. Schedule 5 - Governance Procedures: Detailed procedures for meetings, reporting, and escalation

6. Schedule 6 - Security Policies: Detailed security requirements and compliance procedures

7. Schedule 7 - Business Continuity Plan: Detailed procedures for service continuity and disaster recovery

8. Schedule 8 - Exit Plan: Detailed procedures for contract termination and service transition

9. Schedule 9 - Approved Subcontractors: List of approved subcontractors and their roles

10. Appendix A - Technical Requirements: Detailed technical specifications and requirements

11. Appendix B - Form of Change Request: Template for requesting and documenting changes

12. Appendix C - Report Templates: Standard templates for various required reports

Authors

Alex Denne

Head of Growth (Open Source Law) @ tiktok³ÉÈË°æ | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

alex.den.21@genieai.co
Relevant legal definitions




































































Clauses









































Relevant Industries

Information Technology

Business Process Outsourcing

Manufacturing

Financial Services

Healthcare

Telecommunications

Retail

Professional Services

Logistics and Supply Chain

Education

Relevant Teams

Legal

Procurement

Information Technology

Operations

Risk Management

Compliance

Finance

Vendor Management

Project Management

Service Delivery

Relevant Roles

Chief Information Officer

Procurement Manager

Legal Counsel

Operations Director

Vendor Management Specialist

Contract Manager

Risk Management Officer

Compliance Officer

Service Delivery Manager

Chief Technology Officer

Chief Financial Officer

Project Manager

Operations Manager

Business Analyst

IT Director

Industries










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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