---
title: "Service level schedule with service credits (SaaS, managed or hosted services)"
url: "https://ailawframework.com/precedents/technology-media-and-telecommunications-it-contracts/service-level-schedule-with-service-credits"
type: "precedent"
site: "AI Law Framework"
id: "a24-service-level-schedule-with-service-credits"
area_id: "A24"
kind: "clause"
ai_level: "yellow"
version: 1
task_ids: ["A24-A20260923-1", "A24-T1-R2"]
law_stated_as_at: "2026-10-18"
---

# Service level schedule with service credits (SaaS, managed or hosted services)

> A service level schedule for a technology services contract: availability and support response targets, measurement and exclusions, service credits and caps, chronic failure rights, reporting, and an ACL check on…

Canonical page: https://ailawframework.com/precedents/technology-media-and-telecommunications-it-contracts/service-level-schedule-with-service-credits  
Law stated as at: 2026-10-18

Site index for agents: https://ailawframework.com/llms.txt

A service level schedule for a technology services contract: availability and support response targets, measurement and exclusions, service credits and caps, chronic failure rights, reporting, and an ACL check on whether credits can be the sole remedy.

## Key facts

- Kind: Clause. Wording to drop into a longer document.
- Practice area: [Technology, Media & Telecommunications / IT Contracts](https://ailawframework.com/precedents/technology-media-and-telecommunications-it-contracts.md)
- Jurisdictions: Australia
- AI level: Yellow. AI can help in set ways. A lawyer checks specific points before use.
- Law stated as at: 2026-10-18
- Status: Maintained. Checked on 2026-10-18 against the 3 authorities it cites, for Australia.

## When to use it

Use when drafting or reviewing the SLA schedule to a SaaS, managed services or hosting agreement, for either side. Fill the targets from the operational requirements, not from the vendor’s standard page alone.

## Used for these tasks

- [Extract uptime, credits and support response times from the SLA schedule](https://ailawframework.com/practice/technology-media-and-telecommunications-it-contracts.md#A24-A20260923-1)
- [Draft a data-processing, IP, SLA or exit schedule from the playbook](https://ailawframework.com/practice/technology-media-and-telecommunications-it-contracts.md#A24-T1-R2)

## How AI may be used

AI may draft the schedule from the agreed targets and extract uptime, credit and response figures from a vendor’s SLA, but the lawyer settles the exclusions, caps, sole-remedy wording and chronic failure rights.

**AI may:**

- Extract availability, support response and resolution times, credits and caps from a vendor SLA into the tables
- Calculate example credits for sample outage scenarios using the formula
- Flag exclusions that could swallow the availability commitment

**AI must not:**

- Must not set service levels or credit percentages not agreed by the parties
- Must not state that service credits are the customer’s sole remedy without the lawyer checking the ACL position
- Must not treat a vendor status page as the measurement source unless the contract says so

**The lawyer checks:**

- Availability is defined with a clear measurement period, method and source, and exclusions are limited and specific
- Credits are a genuine pre-estimate or price adjustment, capped as agreed, and their relationship to other remedies is clear
- Any sole-remedy wording is consistent with ACL ss 64 and 64A and the unfair contract terms law
- Chronic or critical failure gives a termination or step-in right that is usable in practice

## Authorities

- [Australian Consumer Law s 64 (terms excluding, restricting or modifying the consumer guarantees are void to that extent)](https://classic.austlii.edu.au/au/legis/cth/consol_act/caca2010265/sch2.html)
- [Australian Consumer Law s 64A(2) (for services not ordinarily acquired for personal, domestic or household use, liability may be limited to resupply or the cost of resupply, unless not fair or reasonable)](https://classic.austlii.edu.au/au/legis/cth/consol_act/caca2010265/sch2.html)
- [Australian Consumer Law s 23 (unfair terms in standard form consumer and small business contracts are void)](https://classic.austlii.edu.au/au/legis/cth/consol_act/caca2010265/sch2.html)

## Full text and drafting notes

The full text and the drafting notes are not part of this public page. Signed-in firm accounts can read them at https://ailawframework.com/precedents/technology-media-and-telecommunications-it-contracts/service-level-schedule-with-service-credits and through the signed-in MCP connector https://ailawframework.com/mcp/firm.

*Practice guidance for planning and review. Confirm current primary sources and the requirements of the actual matter. This is general information, not legal advice.*