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1. Parties: Identification of the service provider and customer with full legal names and addresses
2. Background: Context of the agreement and brief description of the cloud services being provided
3. Definitions: Key terms used throughout the agreement including technical terminology
4. Service Description: Detailed description of cloud services covered by the SLA
5. Service Level Commitments: Specific performance metrics, availability guarantees, and response times
6. Security and Data Protection: Security measures, data handling procedures, and compliance with PDPA
7. Service Credits: Compensation mechanism for service level failures
8. Term and Termination: Duration of agreement and termination conditions
1. Disaster Recovery: Business continuity procedures for enterprise-level agreements or critical services
2. Industry-Specific Compliance: Additional compliance requirements for regulated industries such as finance or healthcare
3. Multi-Region Services: Specific provisions for services provided across multiple jurisdictions
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service levels and measurement methods
2. Schedule 2 - Security Standards: Detailed security protocols and compliance certifications
3. Schedule 3 - Service Credit Calculation: Detailed methodology for calculating service credits
4. Schedule 4 - Technical Support Details: Support level definitions and escalation procedures
5. Schedule 5 - Data Processing Agreement: Detailed terms for processing personal data under PDPA requirements
6. Schedule 6 - Business Continuity Plan: Detailed disaster recovery and business continuity procedures
Agreement
Authorized Users
Business Day
Business Hours
Cloud Services
Confidential Information
Customer Data
Data Protection Laws
Documentation
Downtime
Emergency Maintenance
Force Majeure Event
Incident
Intellectual Property Rights
Maintenance Window
Monthly Uptime Percentage
PDPA
Personal Data
Platform
Response Time
Scheduled Maintenance
Security Breach
Service Credits
Service Levels
Service Provider
Services
SLA Exclusions
Support Hours
Support Services
System
Term
Third-Party Services
Uptime
User Credentials
Service Availability
Performance Metrics
Service Credits
Data Protection
Security Requirements
Incident Response
Support Services
Maintenance
Monitoring and Reporting
Disaster Recovery
Business Continuity
Confidentiality
Intellectual Property
Warranties
Liability Limitations
Force Majeure
Termination
Data Backup
Audit Rights
Compliance
Service Changes
Customer Obligations
Payment Terms
Data Location
Sub-processors
Exit Assistance
Dispute Resolution
Governing Law
Data Breach Notification
Service Level Reporting
Technical Support
Change Management
Service Credits Calculation
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