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1. Parties: Identification of service provider and customer with full legal names
2. Background: Context of the agreement and relationship between parties
3. Definitions: Key terms used throughout the agreement
4. Service Levels: Detailed description of service levels, metrics, and measurement methods
5. Performance Monitoring: Methods and frequency of service level monitoring
6. Service Credits: Compensation mechanism for service level failures
7. Reporting Requirements: Regular reporting obligations and formats
1. Industry-Specific Compliance: Additional compliance requirements for regulated industries such as financial services, healthcare, or telecommunications
2. Data Localization: Specific requirements for data storage location and handling of sensitive data
3. Business Continuity: Disaster recovery and business continuity requirements for critical services
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service levels and performance indicators
2. Schedule 2 - Service Credit Calculation: Formula and examples for calculating service credits for service level breaches
3. Schedule 3 - Report Templates: Standard formats for regular service level reporting and monitoring
4. Schedule 4 - Contact Matrix: Key contacts and escalation procedures for both parties
5. Schedule 5 - Technical Requirements: Detailed technical specifications and requirements for service delivery
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