The SLA Outsourcing Services agreement is essential for businesses operating in Nigeria that seek to outsource specific functions or services to external providers. This document type is particularly relevant in today's business environment where companies increasingly rely on specialized service providers for various operational needs. The agreement establishes clear performance metrics, service standards, and mutual obligations while ensuring compliance with Nigerian regulatory requirements, including data protection, labor laws, and industry-specific regulations. It is designed to protect both the service provider and the customer by clearly defining service expectations, quality metrics, pricing, and remedies for non-performance. The document includes comprehensive provisions for service delivery, monitoring, reporting, and governance mechanisms, making it suitable for both domestic and international outsourcing arrangements within the Nigerian jurisdiction.
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1. Parties: Identification of the service provider and customer, including their registered addresses and company registration details
2. Background: Context of the agreement and brief description of the parties' business relationship
3. Definitions and Interpretation: Definitions of key terms used throughout the agreement and rules of interpretation
4. Scope of Services: Detailed description of the services to be provided under the agreement
5. Service Levels: Specific performance metrics, measurement methods, and reporting requirements
6. Customer Obligations: Responsibilities and obligations of the customer to enable service delivery
7. Provider Obligations: Core responsibilities and commitments of the service provider
8. Personnel and Resources: Requirements for staff, equipment, and resources needed for service delivery
9. Data Protection and Security: Compliance with NDPR and security measures for protecting data
10. Charges and Payment Terms: Pricing, payment schedule, and related financial terms
11. Intellectual Property Rights: Ownership and usage rights of IP created or used in service delivery
12. Confidentiality: Protection of confidential information and trade secrets
13. Term and Termination: Duration of agreement and circumstances for termination
14. Liability and Indemnities: Limitation of liability and indemnification obligations
15. Force Majeure: Provisions for handling events beyond parties' reasonable control
16. Dispute Resolution: Process for resolving disputes, including applicable law and jurisdiction
17. General Provisions: Standard boilerplate clauses including notices, assignment, and entire agreement
1. Transition Services: Details of service transition at the start and end of the agreement, used when complex handover is required
2. Business Continuity and Disaster Recovery: Specific provisions for ensuring service continuity, required for critical services
3. Regulatory Compliance: Additional compliance requirements for regulated industries
4. Change Control: Procedures for managing changes to services or requirements, needed for complex service relationships
5. Anti-Bribery and Corruption: Specific provisions for compliance with anti-corruption laws, important for high-value contracts
6. Insurance: Specific insurance requirements, important for high-risk services
7. Environmental and Social Responsibility: Sustainability and social responsibility requirements, important for environmentally sensitive services
8. Subcontracting: Terms governing the use of subcontractors, needed when subcontracting is permitted
1. Service Description Schedule: Detailed technical specifications of services to be provided
2. Service Level Agreement Details: Comprehensive metrics, measurements, and service level targets
3. Pricing and Payment Schedule: Detailed pricing structure, rates, and payment terms
4. Key Personnel: List of key staff members and their roles
5. Technical Requirements: Specific technical standards and requirements for service delivery
6. Security Requirements: Detailed security protocols and requirements
7. Data Processing Agreement: Specific terms for handling personal data under NDPR
8. Business Continuity Plan: Detailed procedures for maintaining service continuity
9. Exit Plan: Procedures and requirements for service termination and transition
10. Approved Subcontractors: List of approved subcontractors and their roles
Relevant legal definitions
Acceptance Criteria
Affiliate
Agreement
Applicable Law
Authorized Representative
Background IP
Business Day
Business Hours
Change Control Procedure
Charges
Commencement Date
Confidential Information
Contract Year
Customer
Customer Data
Customer Materials
Data Protection Laws
Deliverables
Disaster Recovery Plan
Effective Date
Emergency Maintenance
Force Majeure Event
Good Industry Practice
Implementation Period
Intellectual Property Rights
Key Performance Indicators
Key Personnel
Material Breach
NDPR
Normal Business Hours
Notice
Parties
Personal Data
Personnel
Planned Maintenance
Project Plan
Related Agreements
Representatives
Service Credits
Service Levels
Services
Service Provider
Service Provider System
Service Reports
Specified Purpose
Statement of Work
Subcontractor
Term
Termination Date
Third Party
Transition Period
Transition Plan
Working Day
Work Product
Affiliate
Agreement
Applicable Law
Authorized Representative
Background IP
Business Day
Business Hours
Change Control Procedure
Charges
Commencement Date
Confidential Information
Contract Year
Customer
Customer Data
Customer Materials
Data Protection Laws
Deliverables
Disaster Recovery Plan
Effective Date
Emergency Maintenance
Force Majeure Event
Good Industry Practice
Implementation Period
Intellectual Property Rights
Key Performance Indicators
Key Personnel
Material Breach
NDPR
Normal Business Hours
Notice
Parties
Personal Data
Personnel
Planned Maintenance
Project Plan
Related Agreements
Representatives
Service Credits
Service Levels
Services
Service Provider
Service Provider System
Service Reports
Specified Purpose
Statement of Work
Subcontractor
Term
Termination Date
Third Party
Transition Period
Transition Plan
Working Day
Work Product
Clauses
Definitions
Service Scope
Service Levels
Performance Monitoring
Service Credits
Customer Obligations
Provider Obligations
Personnel
Subcontracting
Data Protection
Confidentiality
Intellectual Property
Fees and Payment
Invoicing
Term and Duration
Termination
Force Majeure
Change Control
Transition Services
Exit Management
Business Continuity
Disaster Recovery
Audit Rights
Compliance
Security Requirements
Warranties
Indemnification
Limitation of Liability
Insurance
Dispute Resolution
Governing Law
Assignment
Non-Solicitation
Anti-Corruption
Notices
Entire Agreement
Severability
Waiver
Third Party Rights
Amendments
Counterparts
Service Scope
Service Levels
Performance Monitoring
Service Credits
Customer Obligations
Provider Obligations
Personnel
Subcontracting
Data Protection
Confidentiality
Intellectual Property
Fees and Payment
Invoicing
Term and Duration
Termination
Force Majeure
Change Control
Transition Services
Exit Management
Business Continuity
Disaster Recovery
Audit Rights
Compliance
Security Requirements
Warranties
Indemnification
Limitation of Liability
Insurance
Dispute Resolution
Governing Law
Assignment
Non-Solicitation
Anti-Corruption
Notices
Entire Agreement
Severability
Waiver
Third Party Rights
Amendments
Counterparts
Relevant Industries
Information Technology
Banking and Financial Services
Telecommunications
Manufacturing
Healthcare
Energy and Utilities
Professional Services
Retail and E-commerce
Education
Logistics and Supply Chain
Relevant Teams
Legal
Procurement
Information Technology
Operations
Finance
Compliance
Risk Management
Vendor Management
Project Management
Service Delivery
Relevant Roles
Chief Information Officer
Procurement Manager
Legal Counsel
Operations Director
Vendor Management Specialist
Service Delivery Manager
Compliance Officer
IT Director
Contract Manager
Business Unit Head
Risk Manager
Chief Financial Officer
Project Manager
Technical Operations Manager
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