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1. Parties: Identification of internal service provider and service recipient departments/units
2. Background: Context of the agreement and purpose of the internal service arrangement
3. Definitions: Key terms used throughout the agreement
4. Service Description: Detailed outline of services to be provided
5. Service Levels: Specific, measurable performance metrics and standards
6. Roles and Responsibilities: Clear delineation of each party's obligations
7. Monitoring and Reporting: Methods and frequency of performance measurement and reporting
1. Cost Allocation: Internal charging mechanisms for cross-charged services between departments
2. Security Requirements: Specific security protocols and standards for handling sensitive data or systems
3. Business Continuity: Disaster recovery and service continuation procedures for critical services
4. Change Management: Process for modifying service requirements when services are expected to evolve
1. Service Level Metrics Schedule: Detailed breakdown of performance indicators and measurement methods
2. Pricing Schedule: Detailed cost breakdown for internal charging arrangements
3. Technical Specifications Schedule: Detailed technical requirements and standards
4. Escalation Matrix: Contact details and escalation procedures for service issues
5. Report Templates: Standard formats for performance reporting
Business Day
Business Hours
Confidential Information
Core Services
Critical Incident
Deliverables
Downtime
Emergency Maintenance
Force Majeure
Incident
Key Performance Indicators (KPIs)
Mean Time to Repair (MTTR)
Mean Time Between Failures (MTBF)
Operating Hours
Performance Metrics
Planned Maintenance
Resolution Time
Response Time
Service Credits
Service Hours
Service Level Objectives (SLOs)
Service Level Requirements
Service Period
Service Provider
Service Recipient
Service Request
Support Hours
Support Levels
System
Third-Party Dependencies
Uptime
Working Hours
Performance Standards
Service Level Metrics
Monitoring and Reporting
Response Times
Availability Requirements
Quality Standards
Support Services
Roles and Responsibilities
Resource Allocation
Communication Protocols
Escalation Procedures
Change Management
Cost Allocation
Confidentiality
Data Protection
Security Requirements
Business Continuity
Disaster Recovery
Performance Review
Dispute Resolution
Service Credits
Maintenance Windows
Training Requirements
Documentation Requirements
Compliance Requirements
Audit Rights
Force Majeure
Term and Termination
Review and Amendment
Capacity Management
Risk Management
Quality Assurance
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