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1. Parties: Identification and details of the contracting parties, including registered addresses and company numbers
2. Background: Context of the agreement and high-level purpose of the services
3. Definitions: Key terms used throughout the agreement and their specific meanings
4. Services: Detailed description of services to be provided and service levels
5. Service Level Metrics: Specific performance indicators, measurement methods, and reporting requirements
6. Payment Terms: Pricing, invoicing, and payment conditions
7. Term and Termination: Duration of agreement and termination provisions
8. Confidentiality: Protection of confidential information and trade secrets
9. Data Protection: Obligations regarding data privacy and security
10. Governing Law: Applicable law and jurisdiction
1. Change Management: Procedures for implementing changes to services
2. Business Continuity: Disaster recovery and business continuity requirements
3. Compliance Requirements: Industry-specific regulatory compliance obligations
4. Transition Services: Requirements for service transition at termination
1. Service Description Schedule: Detailed technical specifications of services
2. Service Level Requirements: Detailed KPIs, metrics, and measurement methodologies
3. Pricing Schedule: Detailed pricing structure, rates, and charging mechanisms
4. Security Requirements: Specific security protocols and requirements
5. Data Processing Agreement: Detailed data processing terms and requirements
6. Business Continuity Plan: Detailed disaster recovery procedures
7. Contact Matrix: Key contacts and escalation procedures
8. Reporting Templates: Standard formats for service level reporting
Acceptance Criteria
Authorized Representatives
Business Day
Business Hours
Change Control Procedure
Change Request
Confidential Information
Customer
Customer Data
Documentation
Effective Date
Emergency Maintenance
Force Majeure Event
Incident
Initial Term
Intellectual Property Rights
Key Performance Indicators (KPIs)
Maintenance Window
Material Breach
Minimum Service Levels
Operating Environment
Performance Credits
Personal Data
Planned Maintenance
Priority Levels
Recovery Point Objective (RPO)
Recovery Time Objective (RTO)
Renewal Term
Reports
Response Time
Resolution Time
Service Credits
Service Fees
Service Hours
Service Level Failure
Service Level Metrics
Service Levels
Service Provider
Services
Service Window
Severity Levels
Special Terms
Specifications
Subcontractor
System
Term
Third Party Materials
Transition Period
Transition Services
Uptime
Work Product
Service Levels
Performance Measurement
Reporting Requirements
Payment Terms
Service Credits
Change Management
Acceptance Testing
Implementation
Term and Termination
Force Majeure
Intellectual Property Rights
Confidentiality
Data Protection
Security Requirements
Business Continuity
Disaster Recovery
Subcontracting
Compliance
Audit Rights
Insurance
Liability Limitation
Indemnification
Warranties
Personnel
Dispute Resolution
Notices
Assignment
Governing Law
Entire Agreement
Severability
Force Majeure
Exit Management
Transition Services
Non-Solicitation
Records Retention
Customer Obligations
Service Provider Obligations
Key Personnel
Performance Monitoring
Escalation Procedures
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