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1. Parties: Identification of the SaaS provider and customer, including legal entities and contact details
2. Background: Context of the agreement and brief description of the services being provided
3. Definitions: Key terms used throughout the agreement including technical terminology
4. Service Levels: Detailed specifications of service performance metrics, including uptime guarantees
5. Service Credits: Compensation mechanism for failure to meet service levels
6. Support Services: Description of technical support, response times, and escalation procedures
7. Security Requirements: Security measures, data protection protocols, and compliance requirements
8. Term and Termination: Duration of agreement and conditions for termination
1. Disaster Recovery: Procedures for system recovery and business continuity in case of major incidents or outages
2. Data Processing: Specific terms for processing personal data in compliance with privacy regulations
3. Compliance Reporting: Requirements for regular compliance reporting and auditing procedures
4. Professional Services: Additional implementation, consulting, or customization services beyond standard SaaS offering
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service levels and measurement methods
2. Schedule 2 - Support Procedures: Detailed support processes, contact information, and escalation procedures
3. Schedule 3 - Security Policies: Detailed security protocols and compliance requirements
4. Schedule 4 - Service Credit Calculations: Detailed formulas and examples for calculating service credits
5. Schedule 5 - Technical Requirements: Specific technical requirements for service delivery
6. Schedule 6 - Data Processing Agreement: Detailed terms for processing personal data, if applicable
Availability
Business Day
Business Hours
Change Control
Confidential Information
Customer
Customer Data
Data Processing Agreement
Documentation
Downtime
Emergency Maintenance
Excused Downtime
Force Majeure Event
Incident
Intellectual Property Rights
Maintenance Window
Personal Data
Platform
Priority Levels
Response Time
Resolution Time
SaaS Services
Scheduled Maintenance
Security Breach
Service Credits
Service Level Agreement
Service Level Failure
Service Levels
Service Provider
Support Hours
Support Services
System
Term
Updates
Upgrades
Uptime
Uptime Percentage
User
Working Hours
Performance Monitoring
Service Credits
Service Availability
Support Services
Response Times
Maintenance Windows
Security Requirements
Data Protection
Data Backup
Disaster Recovery
Change Management
Reporting
Service Reviews
Confidentiality
Intellectual Property
Warranties
Force Majeure
Limitation of Liability
Indemnification
Term and Termination
Service Suspension
Payment Terms
Dispute Resolution
Compliance
Audit Rights
Subcontracting
Assignment
Notice Requirements
Governing Law
Service Modifications
Exit Management
Business Continuity
Incident Management
Service Level Remedies
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