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1. Parties: Identification of the service provider and customer with full legal names and addresses
2. Background: Context and purpose of the SLA, including brief description of the services being provided
3. Definitions: Key terms used throughout the agreement including technical terminology and service metrics
4. Service Levels: Detailed performance metrics, standards, and measurement methods for the SaaS service
5. Service Credits: Compensation mechanism and calculations for service level failures
6. Service Availability: Guaranteed uptime percentages, maintenance windows, and planned downtime procedures
7. Support Services: Response times, support levels, and procedures for different incident severities
8. Term and Termination: Duration of the agreement and conditions for termination
9. Force Majeure: Circumstances under which service levels may be excused due to events beyond reasonable control
1. Disaster Recovery: Business continuity procedures and recovery time objectives for critical service disruptions
2. Security Requirements: Specific security measures, compliance requirements, and data protection standards
3. Data Processing: Specific terms for handling personal data, including compliance with privacy laws and data protection requirements
4. Regulatory Compliance: Specific compliance requirements for regulated industries (healthcare, financial services, etc.)
1. Schedule 1 - Service Level Metrics: Detailed performance metrics, measurement methodologies, and reporting procedures
2. Schedule 2 - Technical Support Details: Comprehensive support procedures, escalation paths, and contact information
3. Schedule 3 - Service Credits Calculation: Detailed formulas and examples for calculating service credits and compensation
4. Schedule 4 - Security Standards: Technical security requirements, compliance standards, and audit procedures
5. Schedule 5 - Data Processing Requirements: Detailed data handling procedures, privacy requirements, and compliance measures
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