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1. Parties: Identification and details of the service provider and service recipient
2. Background: Context of the agreement and relationship between the parties
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used in the agreement
4. Service Description: Detailed description of services to be provided
5. Service Levels: Specific, measurable minimum performance standards for each service
6. Performance Monitoring: Methods and frequency of measuring and reporting service performance
7. Service Credits and Penalties: Consequences of failing to meet minimum service levels
8. Reporting Requirements: Frequency, format, and content of service level reports
9. Review and Governance: Process for periodic review of service levels and governance structure
10. Force Majeure: Circumstances under which service levels may be excused
11. Term and Termination: Duration of agreement and termination conditions
12. General Provisions: Standard contractual clauses including notices, amendments, and governing law
1. Data Protection and Privacy: Required when services involve processing personal data or confidential information
2. Business Continuity: Needed for critical services requiring disaster recovery and business continuity planning
3. Security Requirements: Important for services involving IT systems or sensitive data
4. Subcontractor Management: Required when service provider may use subcontractors
5. Innovation and Continuous Improvement: Useful for long-term agreements where service evolution is expected
6. Knowledge Transfer: Important for services requiring significant handover or training
7. Regulatory Compliance: Required for regulated industries or services
8. Exit Management: Important for complex services requiring detailed transition planning
1. Schedule 1 - Service Descriptions: Detailed technical specifications of each service
2. Schedule 2 - Service Level Metrics: Detailed measurement methodology and specific targets for each service level
3. Schedule 3 - Pricing and Service Credits: Detailed pricing structure and service credit calculations
4. Schedule 4 - Reporting Templates: Standard formats for performance reports and monitoring
5. Schedule 5 - Escalation Procedures: Contact details and procedures for issue escalation
6. Schedule 6 - Technical Requirements: Specific technical or operational requirements for service delivery
7. Appendix A - Key Personnel: List of key contacts and responsible personnel from both parties
8. Appendix B - Service Location: Details of locations where services will be provided or accessed
Information Technology
Telecommunications
Facilities Management
Business Process Outsourcing
Cloud Services
Healthcare Services
Manufacturing
Logistics and Supply Chain
Professional Services
Financial Services
Legal
Operations
Procurement
Compliance
Quality Assurance
Service Delivery
Contract Management
Risk Management
Vendor Management
Performance Management
Chief Operations Officer
Service Delivery Manager
Contract Manager
Performance Analyst
Quality Assurance Manager
Operations Director
Procurement Manager
Legal Counsel
Compliance Officer
Business Relationship Manager
Service Level Manager
Technical Operations Manager
Risk Manager
Vendor Manager
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