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1. Parties: Identification of service provider and client, including legal entities and addresses
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Key terms used throughout the agreement defined for clarity
4. Services Scope: Detailed description of IT services to be provided
5. Service Levels: Performance metrics, response times, and service quality standards
6. Term and Termination: Duration of agreement and conditions for termination
7. Fees and Payment: Pricing structure, payment terms, and billing procedures
8. Data Protection and Security: Information security requirements and data handling procedures
9. Confidentiality: Protection of sensitive information and trade secrets
10. Liability and Indemnification: Limitations of liability and indemnification obligations
1. Transition Services: Process for transitioning services from existing providers when taking over from another service provider
2. Disaster Recovery: Procedures for handling system failures and emergencies, typically included for critical systems or when required by client
3. Personnel Requirements: Specific staffing requirements and qualifications, included when specific expertise or security clearances are needed
4. Compliance Requirements: Industry-specific regulatory compliance obligations, necessary when serving regulated industries like healthcare or finance
5. Intellectual Property Rights: Ownership and usage rights of software and systems, included when custom development or licensed software is involved
1. Service Level Agreement (SLA): Detailed performance metrics and service standards
2. Pricing Schedule: Detailed breakdown of fees and charging mechanisms
3. Equipment Schedule: List of hardware and equipment covered under the agreement
4. Software License Schedule: Details of software licenses and terms of use
5. Security Requirements: Detailed security protocols and requirements
6. Business Continuity Plan: Procedures for maintaining service during disruptions
7. Key Personnel: List of key staff and their roles/responsibilities
8. Change Control Procedure: Process for managing changes to services or requirements
Authorized Users
Business Day
Business Hours
Change Control
Confidential Information
Data Protection Laws
Documentation
Effective Date
Emergency Maintenance
Equipment
Force Majeure Event
Good Industry Practice
Incident
Initial Term
Intellectual Property Rights
IT Infrastructure
Key Personnel
Maintenance Window
Managed Services
Network
Personal Data
Priority Levels
Response Time
Resolution Time
Service Credits
Service Levels
Service Provider
Services
Software
Specifications
Support Services
System
Term
Third-Party Software
Transition Period
Upgrade
User Acceptance Testing
Virus
Vulnerability
Service Levels
Performance Standards
Change Management
Payment Terms
Confidentiality
Data Protection
Information Security
Intellectual Property
Warranties
Service Credits
Liability Limitations
Indemnification
Force Majeure
Term and Termination
Exit Management
Business Continuity
Disaster Recovery
Compliance
Audit Rights
Staff and Personnel
Subcontracting
Insurance
Dispute Resolution
Notice Requirements
Assignment
Non-Solicitation
Service Transition
Equipment and Software
Maintenance and Support
Reporting Requirements
Governance
Third-Party Rights
Anti-Bribery
Data Backup
System Access
Service Availability
Incident Management
Change Control
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