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1. Parties: Identification of service provider and customer with full legal details
2. Background: Context of the agreement and brief description of services to be provided
3. Definitions: Key terms used throughout the agreement including service levels, metrics, and technical terminology
4. Service Descriptions: Detailed description of services covered by the agreement and service delivery parameters
5. Service Levels: Specific performance metrics, standards, and measurement methodologies
6. Service Credits: Compensation mechanism for service level failures including calculation methods
7. Reporting and Review: Performance monitoring, reporting procedures, and periodic review mechanisms
8. Data Protection: PDPA compliance measures, data handling procedures, and privacy obligations
1. Business Continuity: Disaster recovery procedures and business continuity planning for critical services
2. Security Requirements: Specific security standards, protocols, and compliance requirements for IT services
3. Change Management: Procedures for service modifications and change request handling
1. Schedule 1 - Service Level Metrics: Detailed performance indicators and measurement methods
2. Schedule 2 - Pricing Schedule: Service fees, payment terms, and pricing mechanisms
3. Schedule 3 - Technical Specifications: Detailed technical requirements, standards, and service specifications
4. Schedule 4 - Service Credit Calculations: Formula and examples for service credit calculations and compensation methods
5. Schedule 5 - Contact Details: Key personnel, escalation procedures, and communication protocols
Business Day
Business Hours
Confidential Information
Customer
Customer Data
Disaster Recovery Plan
Documentation
Effective Date
Emergency Maintenance
Force Majeure Event
Incident
Key Performance Indicators (KPIs)
Maintenance Window
Measurement Period
Personal Data
Planned Maintenance
Response Time
Resolution Time
Service
Service Credits
Service Hours
Service Level Failure
Service Level Requirements
Service Provider
Service Reports
Support Services
System
Term
Third Party Provider
Uptime
Working Hours
Service Levels
Service Availability
Performance Monitoring
Service Credits
Service Provider Obligations
Customer Obligations
Data Protection
Confidentiality
Intellectual Property Rights
Payment Terms
Reporting and Review
Change Management
Force Majeure
Termination
Liability and Indemnification
Dispute Resolution
Business Continuity
Security Requirements
Audit Rights
Subcontracting
Assignment
Notice Requirements
Governing Law
Entire Agreement
Severability
Waiver
Third Party Rights
Escalation Procedures
Service Support
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