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1. Parties: Identification of the service provider and customer, including legal entities and contact details
2. Background: Context of the agreement and purpose of the data warehouse services
3. Definitions: Key terms used throughout the SLA including technical terminology
4. Service Description: Detailed description of the data warehouse services being provided
5. Service Level Metrics: Specific, measurable performance targets including availability, response times, and reliability metrics
6. Security Requirements: Mandatory security measures, protocols, and compliance requirements
7. Data Protection: Data handling, privacy requirements, and compliance with relevant regulations
8. Term and Termination: Duration of agreement and conditions for termination
1. Disaster Recovery: Procedures for data recovery and business continuity in case of system failures or emergencies
2. Data Migration: Procedures and requirements for moving data in and out of the warehouse system
3. Training and Support: Details of training services and ongoing support provided to client personnel
4. Custom Development: Terms and conditions for any custom features or modifications to the standard service
1. Service Level Metrics Detail: Detailed breakdown of all performance metrics and measurement methodologies
2. Pricing Schedule: Detailed pricing structure, including base fees and additional charges
3. Technical Specifications: Detailed technical requirements and specifications of the data warehouse
4. Security Standards: Detailed security protocols and compliance requirements
5. Incident Response Plan: Detailed procedures for handling security incidents and data breaches
6. Data Processing Agreement: Detailed terms for data processing in compliance with privacy regulations
Data Warehouse
Service Provider
Customer
Service Levels
Performance Metrics
Uptime
Downtime
Scheduled Maintenance
Emergency Maintenance
Response Time
Resolution Time
Service Credits
Service Level Failure
Data Breach
Security Incident
Personal Data
Confidential Information
Business Day
Business Hours
Force Majeure
Disaster Recovery
Backup
System Availability
Query Response Time
Data Loading Window
ETL Process
Service Window
Maintenance Window
Support Services
Service Requests
Critical Incident
Major Incident
Minor Incident
Recovery Point Objective (RPO)
Recovery Time Objective (RTO)
Data Migration
Data Processing
Authorized Users
Access Controls
Compliance Requirements
Performance Monitoring
Service Credits
Data Security
Data Protection
Confidentiality
Availability
Disaster Recovery
Backup and Recovery
Access Rights
Service Support
Maintenance Windows
Change Management
Incident Response
Reporting
Compliance
Audit Rights
Force Majeure
Liability Limitation
Indemnification
Termination
Exit Management
Data Migration
Fees and Payment
Service Review
Escalation Procedures
Subcontracting
Insurance
Intellectual Property
Warranties
Data Ownership
Business Continuity
Service Measurement
Problem Management
Capacity Management
Documentation
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