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1. Parties: Identification of service provider and customer
2. Background: Context and purpose of the SLA
3. Definitions: Key terms used throughout the agreement
4. Service Description: Detailed description of services covered
5. Service Levels: Performance metrics and standards
6. Pricing Structure: Base fees, variable costs, and payment terms
7. Term and Termination: Duration and termination conditions
1. Service Credits: Compensation mechanisms and calculations for service level failures
2. Volume Discounts: Pricing tiers and discount structures based on service usage volumes
3. Currency Provisions: Provisions for handling multiple currencies and exchange rate fluctuations
1. Price List: Detailed breakdown of all charges and fees
2. Service Level Metrics: Technical specifications and measurements of service levels
3. Calculation Methodology: Formulas and methods for calculating variable fees and credits
4. Rate Card: Standard rates for additional services
5. Service Credit Calculator: Methods and tools for calculating service credits and adjustments
Authorized Representative
Base Fee
Business Day
Business Hours
Change Request
Commencement Date
Confidential Information
Contract Year
Customer
Dispute
Effective Date
Force Majeure Event
Initial Term
Key Performance Indicators (KPIs)
Measurement Period
Minimum Service Levels
Operating Hours
Performance Credits
Performance Metrics
Price Review Date
Pricing Schedule
Rate Card
Renewal Period
Report
Service Credits
Service Fees
Service Hours
Service Level Agreement
Service Level Failure
Service Level Threshold
Service Provider
Services
Term
Territory
Third Party Costs
Usage Fees
Variable Charges
Volume Discount
Working Hours
Services Scope
Service Levels
Service Level Measurement
Pricing Structure
Base Fees
Variable Charges
Volume Discounts
Price Adjustments
Service Credits
Invoicing
Payment Terms
Performance Monitoring
Reporting
Review Meetings
Term and Renewal
Termination
Change Control
Escalation Procedures
Force Majeure
Confidentiality
Data Protection
Intellectual Property
Liability
Insurance
Dispute Resolution
Governing Law
Assignment
Subcontracting
Notices
Entire Agreement
Severability
Waiver
Third Party Rights
Currency and Exchange Rates
Audit Rights
Business Continuity
Service Provider Warranties
Customer Obligations
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