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1. Parties: Identification of the service provider and customer, including legal names and addresses
2. Background: Brief context of the agreement and purpose of the services
3. Definitions: Key terms used throughout the agreement
4. Services: Detailed description of services to be provided
5. Payment Terms: Pricing, payment schedule, and payment methods
6. Term and Termination: Duration of agreement and termination conditions
7. Service Level Standards: Performance metrics and service quality standards
8. Confidentiality: Protection of confidential information
1. Data Protection: Privacy and data handling provisions - include when personal data is processed
2. Intellectual Property: IP rights and ownership - include when IP is created or shared during service provision
3. Force Majeure: Provisions for unforeseeable circumstances - recommended for long-term or critical services
4. Insurance: Insurance requirements - include for high-risk services
1. Service Level Agreement (SLA): Detailed performance metrics and response times
2. Price Schedule: Detailed breakdown of fees and charges
3. Data Processing Agreement: Detailed data handling procedures and compliance requirements
4. Support Procedures: Technical support processes and escalation procedures
5. Change Control Procedure: Process for implementing changes to services
Services
Service Level Standards
Business Day
Business Hours
Charges
Commencement Date
Confidential Information
Customer
Customer Data
Customer Materials
Deliverables
Documentation
Effective Date
Force Majeure Event
Initial Term
Intellectual Property Rights
Personal Data
Personnel
Quality Standards
Response Time
Service Credits
Service Level Agreement (SLA)
Service Provider
Service Provider Systems
Support Services
Term
Territory
Working Hours
Representatives
Resolution Time
Service Desk
Standard Operating Procedures
Emergency Support
Escalation Procedure
Service Levels
Payment Terms
Term and Termination
Confidentiality
Data Protection
Performance Standards
Quality Assurance
Customer Obligations
Service Provider Obligations
Intellectual Property
Warranties
Liability Limitations
Force Majeure
Dispute Resolution
Insurance
Indemnification
Assignment
Subcontracting
Service Credits
Change Management
Reporting Requirements
Audit Rights
Personnel Requirements
Training
Business Continuity
Disaster Recovery
Notice Requirements
Compliance with Laws
Anti-Bribery
Entire Agreement
Severability
Governing Law
Amendment Process
Escalation Procedures
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