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1. Parties: Identifies the service provider and customer entering into the SLA
2. Background: Establishes the context and purpose of the SLA
3. Definitions: Defines key terms used throughout the agreement, including incident classification levels
4. Service Level Objectives: Specifies the response time commitments for each incident classification
5. Incident Classification: Details the criteria for categorizing incidents by severity
6. Response Process: Outlines the steps and procedures for incident response
7. Reporting Requirements: Specifies reporting obligations and timeframes
8. Performance Measurement: Defines how SLA compliance will be measured and tracked
1. Regulatory Compliance: Special provisions for regulated industries or data types, including HIPAA, SOX, GLBA, and state-specific requirements
2. Security Requirements: Specific security measures and protocols for handling sensitive information or high-risk systems
3. Disaster Recovery: Procedures for major incidents and system recovery in critical systems
4. Service Credits: Financial compensation structure and calculations for failing to meet SLAs
1. Schedule 1 - Incident Response Procedures: Detailed step-by-step response procedures for each incident type
2. Schedule 2 - Contact Matrix: List of key contacts and escalation paths
3. Schedule 3 - Service Level Metrics: Detailed breakdown of response time targets and measurement methods
4. Schedule 4 - Reporting Templates: Standard formats for incident reporting and tracking
5. Schedule 5 - Compliance Requirements: Specific regulatory requirements and compliance measures
6. Schedule 6 - Service Credit Calculations: Formula and examples for calculating service credits
Response Time
Resolution Time
Service Hours
Critical Incident
Major Incident
Minor Incident
Service Level Agreement (SLA)
Mean Time to Respond (MTTR)
Mean Time to Resolve (MTTR)
Incident Priority Level
Emergency Response
Business Hours
Out of Hours
Escalation Path
Service Credits
Force Majeure
Security Breach
Data Breach
System Availability
Response Acknowledgment
Initial Response
Root Cause Analysis
Resolution Plan
Workaround
Incident Log
Service Provider
Customer
Authorized Representative
Business Impact
Service Window
Maintenance Window
Performance Metrics
Reporting Period
Service Level Objective (SLO)
Support Levels
Incident Status
Response Personnel
Incident Commander
Security Event
Response Time Requirements
Incident Classification
Incident Reporting
Escalation Procedures
Performance Measurement
Service Credits
Penalties
Force Majeure
Confidentiality
Data Protection
Security Requirements
Regulatory Compliance
Breach Notification
Documentation Requirements
Communication Protocols
Resource Allocation
Root Cause Analysis
Resolution Procedures
Monitoring and Reporting
Audit Rights
Review and Amendment
Termination
Liability Limitations
Insurance Requirements
Indemnification
Dispute Resolution
Governing Law
Business Continuity
Disaster Recovery
Service Hours
Change Management
Subcontracting
Performance Reviews
Quality Assurance
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