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1. Parties: Identification and details of the service provider and client
2. Background: Context of the agreement and brief description of services required
3. Definitions: Key terms used throughout the agreement
4. Services: Detailed description of IT support services to be provided
5. Service Levels: Response times, availability, and performance metrics
6. Charges and Payment: Fee structure, payment terms, and invoicing details
7. Term and Termination: Duration of agreement and termination provisions
8. Confidentiality: Protection of sensitive information
9. Data Protection: Compliance with data protection legislation and handling of personal data
10. Liability and Insurance: Limitation of liability provisions and required insurance coverage
11. General Provisions: Standard boilerplate clauses including governing law, notices, and assignment
1. Change Control: Process for managing changes to services - recommended for complex or long-term contracts
2. Staff Transfer: TUPE provisions for situations where staff may transfer between parties
3. Disaster Recovery: Business continuity provisions for critical systems support
4. Security Requirements: Specific security protocols and requirements for sensitive operations
5. Intellectual Property Rights: Detailed IP provisions where custom solutions or developments are involved
1. Schedule 1 - Service Level Agreement: Detailed performance metrics and service standards
2. Schedule 2 - Pricing Schedule: Detailed breakdown of charges and payment terms
3. Schedule 3 - Support Procedures: Technical procedures and escalation processes
4. Schedule 4 - GDPR Processing Details: Details of data processing activities and compliance requirements
5. Schedule 5 - Equipment Schedule: List of supported hardware/software and equipment specifications
6. Schedule 6 - Key Personnel: Details of key staff members and their roles
Acceptance Criteria
Business Day
Business Hours
Charges
Confidential Information
Client Data
Client Systems
Commencement Date
Data Protection Legislation
Deliverables
Documentation
Emergency Maintenance
Force Majeure Event
Good Industry Practice
Incident
Initial Term
Intellectual Property Rights
IT Environment
Maintenance Window
Personal Data
Priority Levels
Response Time
Resolution Time
Services
Service Credits
Service Levels
Service Level Agreement
Software
Specification
Support Hours
Support Request
System
Term
Third Party Software
Virus
Vulnerability
Service Levels
Response Times
Support Hours
Maintenance
Service Credits
Charges and Payment
Client Obligations
Provider Obligations
Data Protection
Confidentiality
Intellectual Property Rights
Warranties
Liability Limitations
Force Majeure
Term and Termination
Exit Management
Staff and Personnel
Change Control
Disaster Recovery
Security Requirements
Audit Rights
Insurance
Assignment and Subcontracting
Dispute Resolution
Notice Requirements
Governing Law
Third Party Rights
Entire Agreement
Variation
Severability
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