The Outsourcing Service Level Agreement is essential for organizations engaging external service providers in the United States. This contract type is particularly crucial when businesses need to establish clear, measurable performance standards for outsourced operations. It provides legal protection while ensuring service quality through defined metrics and accountability measures. The agreement addresses key aspects such as service delivery, performance measurement, pricing, and compliance with U.S. federal and state regulations. It's commonly used in scenarios ranging from IT outsourcing to business process management, incorporating industry best practices and regulatory requirements.
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1. Parties: Identification of service provider and client, including full legal names 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
4. Services: Detailed description of services to be provided
5. Service Levels: Specific performance metrics, KPIs, and measurement methods
6. Term and Termination: Duration of agreement and termination conditions
7. Fees and Payment: Pricing, payment terms, and invoicing procedures
8. Governance: Management structure, reporting, and communication procedures
1. Transition Services: Details of service transition process from another provider or in-house team
2. Business Continuity: Disaster recovery and business continuity procedures for critical services or regulatory compliance
3. Step-In Rights: Client's right to take control of services in critical or high-risk arrangements
1. Service Description Schedule: Detailed technical specifications of services
2. Service Level Metrics Schedule: Detailed performance metrics and calculation methodologies
3. Pricing Schedule: Detailed pricing breakdown and rate cards
4. Data Protection Schedule: Specific data protection and security requirements
5. Personnel Schedule: Key personnel and roles requirements
6. Exit Management Schedule: Detailed transition-out procedures
Relevant legal definitions
Agreement
Acceptance Criteria
Business Day
Change Control
Change Request
Commencement Date
Confidential Information
Contract Year
Critical Service Levels
Deliverables
Disaster Recovery Plan
Effective Date
Force Majeure Event
Good Industry Practice
Intellectual Property Rights
Key Personnel
Material Breach
Measurement Period
Operating Hours
Performance Credits
Performance Reports
Personal Data
Service Credits
Service Hours
Service Level Failure
Service Level Requirements
Service Levels
Service Provider Personnel
Services
Subcontractor
Term
Termination Date
Transition Period
Transition Plan
Working Hours
Acceptance Criteria
Business Day
Change Control
Change Request
Commencement Date
Confidential Information
Contract Year
Critical Service Levels
Deliverables
Disaster Recovery Plan
Effective Date
Force Majeure Event
Good Industry Practice
Intellectual Property Rights
Key Personnel
Material Breach
Measurement Period
Operating Hours
Performance Credits
Performance Reports
Personal Data
Service Credits
Service Hours
Service Level Failure
Service Level Requirements
Service Levels
Service Provider Personnel
Services
Subcontractor
Term
Termination Date
Transition Period
Transition Plan
Working Hours
Clauses
Service Levels and Performance
Measurement and Reporting
Service Credits
Governance
Change Control
Pricing and Payment
Intellectual Property Rights
Confidentiality
Data Protection
Security Requirements
Business Continuity
Disaster Recovery
Force Majeure
Liability and Indemnification
Insurance
Warranties
Personnel and Key Staff
Subcontracting
Audit Rights
Compliance with Laws
Anti-Bribery
Assignment and Transfer
Dispute Resolution
Termination
Exit Management
Non-Solicitation
Notice Requirements
Entire Agreement
Severability
Governing Law
Contract Variation
Third Party Rights
Step-In Rights
Service Transition
Knowledge Transfer
Measurement and Reporting
Service Credits
Governance
Change Control
Pricing and Payment
Intellectual Property Rights
Confidentiality
Data Protection
Security Requirements
Business Continuity
Disaster Recovery
Force Majeure
Liability and Indemnification
Insurance
Warranties
Personnel and Key Staff
Subcontracting
Audit Rights
Compliance with Laws
Anti-Bribery
Assignment and Transfer
Dispute Resolution
Termination
Exit Management
Non-Solicitation
Notice Requirements
Entire Agreement
Severability
Governing Law
Contract Variation
Third Party Rights
Step-In Rights
Service Transition
Knowledge Transfer
Relevant Industries
Relevant Teams
Relevant Roles
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