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1. Parties: Identification of the government agency and service provider
2. Background: Context and purpose of the SLA
3. Definitions: Key terms used throughout the agreement
4. Service Descriptions: Detailed description of services to be provided
5. Performance Metrics: Specific, measurable service levels and KPIs
6. Reporting Requirements: Frequency and content of performance reports
7. Security Requirements: Mandatory security protocols and compliance measures
8. Term and Termination: Duration of the agreement and termination conditions
9. Payment Terms: Pricing, invoicing, and payment conditions
10. Compliance with Laws: Obligations to comply with relevant federal, state and local laws
1. Disaster Recovery: Business continuity procedures for critical services or IT systems
2. Environmental Requirements: Environmental compliance measures for services with environmental impact
3. Small Business Provisions: Requirements for contracts involving small business set-asides
4. Section 508 Compliance: Accessibility requirements for IT services and systems
5. Data Privacy: Additional privacy requirements when handling sensitive government data
1. Schedule A - Service Level Metrics: Detailed performance metrics and measurement methodologies
2. Schedule B - Pricing Schedule: Detailed pricing structure and payment terms
3. Schedule C - Security Requirements: Detailed security protocols and compliance requirements
4. Schedule D - Personnel Requirements: Staff qualifications and clearance requirements
5. Appendix 1 - Reporting Templates: Standard formats for required reports
6. Appendix 2 - Contact Matrix: Key personnel and escalation procedures
Agency
Authorized Representatives
Business Day
Business Hours
Commencement Date
Confidential Information
Contract Year
Contracting Officer
Deliverables
Documentation
Emergency Maintenance
Force Majeure Event
Government Data
Government Property
Incident
Key Performance Indicators (KPIs)
Maintenance Window
Material Breach
Metrics
Operating Environment
Performance Credits
Performance Standards
Personnel
Planned Maintenance
Recovery Time Objective (RTO)
Recovery Point Objective (RPO)
Response Time
Service Credits
Service Hours
Service Level Failure
Service Levels
Services
Subcontractor
System
Term
Third Party Materials
Uptime
User
Work Product
Performance Measurement
Service Availability
Response Times
Reporting Requirements
Service Credits
Security Requirements
Data Protection
Confidentiality
Intellectual Property Rights
Personnel Requirements
Compliance with Laws
Change Management
Disaster Recovery
Business Continuity
Force Majeure
Termination
Dispute Resolution
Liability and Indemnification
Insurance Requirements
Subcontracting
Government Property
Access and Facilities
Quality Assurance
Acceptance Testing
Payment Terms
Audit Rights
Records Retention
Training Requirements
Warranties
Non-Performance Remedies
Transition Services
Key Personnel
Background Checks
Security Clearance
Export Control
Small Business Requirements
Environmental Compliance
Health and Safety
Accessibility Requirements
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