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1. Parties: Identification and details of the contracting parties
2. Background: Context of the agreement and business relationship
3. Definitions: Defined terms used throughout the agreement
4. Service Description: Detailed description of services to be provided
5. Service Levels: Specific performance metrics and standards
6. Measurement and Reporting: Methods for measuring and reporting service performance
7. Service Credits: Compensation mechanism for service level failures
8. Response and Resolution Times: Timeframes for addressing service issues
9. Customer Obligations: Requirements and responsibilities of the customer
10. Fees and Payment Terms: Pricing, payment schedule, and related terms
11. Term and Termination: Duration of agreement and termination provisions
12. Liability and Indemnification: Limitation of liability and indemnification obligations
13. Confidentiality: Protection of confidential information
14. Force Majeure: Provisions for unforeseen circumstances
15. Governing Law and Jurisdiction: Swiss law application and dispute resolution
1. Data Protection: Specific provisions for handling personal data, required if personal data processing is involved
2. Disaster Recovery: Procedures for service continuity in case of major disruptions, recommended for critical services
3. Insurance: Insurance requirements and coverage details, important for high-value or high-risk services
4. Intellectual Property Rights: IP ownership and licensing provisions, needed if IP is created or used in service delivery
5. Change Management: Procedures for implementing service changes, useful for complex or long-term agreements
6. Security Requirements: Specific security standards and protocols, important for IT or sensitive services
7. Subcontracting: Terms for engaging subcontractors, relevant if subcontractors may be used
8. Exit Management: Detailed transition procedures at contract end, important for complex service relationships
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and performance metrics
2. Schedule 2 - Pricing and Calculation of Service Credits: Detailed pricing structure and service credit calculations
3. Schedule 3 - Service Description and Technical Requirements: Comprehensive technical description of services and requirements
4. Schedule 4 - Operational Procedures: Day-to-day operational procedures and protocols
5. Schedule 5 - Contact Details and Escalation Procedures: Key contacts and escalation matrices
6. Schedule 6 - Reporting Requirements: Templates and specifications for service level reporting
7. Appendix A - Service Level Measurement Methods: Detailed methodology for measuring service levels
8. Appendix B - Form of Reports: Standard formats for required reports and documentation
Retail
Technology
Manufacturing
Professional Services
Telecommunications
Financial Services
Software and IT
Distribution and Logistics
Consumer Goods
Industrial Equipment
Pharmaceutical
Energy and Utilities
Sales
Legal
Operations
Commercial
Business Development
Compliance
Finance
Performance Management
Contract Administration
Account Management
Partner Management
Sales Director
Commercial Manager
Business Development Manager
Account Executive
Sales Operations Manager
Performance Management Specialist
Contract Manager
Legal Counsel
Compliance Officer
Operations Director
Chief Commercial Officer
Sales Performance Analyst
Regional Sales Manager
Channel Manager
Partnership Manager
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