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1. Parties: Identification and details of the service provider and service recipient
2. Background: Context of the agreement and brief description of the services being provided
3. Definitions: Detailed definitions of technical terms, metrics, and key concepts used in the agreement
4. Service Description: Comprehensive description of services to be provided under the agreement
5. Service Levels and Performance Metrics: Specific, measurable performance standards and metrics that the service provider commits to maintain
6. Measurement and Reporting: Methods and frequency of measuring and reporting service level performance
7. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods
8. Support and Response Times: Support levels, response times, and escalation procedures
9. Payment Terms: Fees, payment schedule, and related financial terms
10. Term and Termination: Duration of agreement, renewal terms, and termination conditions
11. Force Majeure: Circumstances under which service level obligations may be suspended
12. Governing Law and Jurisdiction: Applicable law and jurisdiction for dispute resolution
1. Data Protection and Privacy: Required when personal or sensitive data processing is involved in service delivery
2. Disaster Recovery: Include when service continuity is critical and specific recovery procedures are needed
3. Security Requirements: Add when specific security protocols or compliance requirements must be maintained
4. Change Management: Include for services requiring formal processes for implementing changes
5. Transition and Exit Management: Required when complex service transition or exit procedures need to be defined
6. Intellectual Property Rights: Include when services involve creation or use of intellectual property
7. Insurance Requirements: Add when specific insurance coverage needs to be maintained by either party
8. Compliance and Audit Rights: Include when regulatory compliance or audit requirements apply
1. Schedule A - Service Specifications: Detailed technical specifications of services and delivery parameters
2. Schedule B - Service Level Metrics: Comprehensive list of all SLA metrics, measurement methods, and thresholds
3. Schedule C - Rate Card: Detailed pricing structure, rates, and calculation methods
4. Schedule D - Escalation Matrix: Contact details and escalation procedures for various scenarios
5. Schedule E - Report Formats: Templates and formats for various service level reports
6. Schedule F - Service Credit Calculations: Detailed methods for calculating service credits and penalties
7. Appendix 1 - Technical Requirements: Specific technical requirements and configurations
8. Appendix 2 - Operating Procedures: Day-to-day operational procedures and guidelines
Information Technology
Telecommunications
Cloud Services
Managed Services
Business Process Outsourcing
Healthcare Technology
Financial Services
E-commerce
Data Center Operations
Software as a Service
Infrastructure as a Service
Network Services
Digital Services
Legal
Operations
Service Delivery
Information Technology
Quality Assurance
Compliance
Risk Management
Procurement
Contract Management
Technical Support
Service Management
Performance Analytics
Chief Technology Officer
Service Delivery Manager
Operations Director
Contract Manager
IT Manager
Service Level Manager
Quality Assurance Manager
Compliance Officer
Technical Account Manager
Project Manager
Operations Manager
Procurement Manager
Legal Counsel
Risk Manager
Business Relationship Manager
Performance Analytics Manager
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