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1. Parties: Identification of service provider and customer with full legal details
2. Background: Context and purpose of the agreement
3. Definitions: Key terms used throughout the agreement
4. Service Levels: Detailed description of service performance metrics
5. Service Credits: Compensation mechanism for failure to meet service levels
6. Measurement and Reporting: How service levels will be measured and reported
7. Term and Termination: Duration of the agreement and conditions for termination
8. Payment Terms: Pricing, invoicing, and payment conditions
9. Governing Law: Applicable law and jurisdiction
1. Change Management: Process for implementing changes to service levels - used for complex or long-term agreements
2. Disaster Recovery: Procedures for service continuity in emergency situations - used for critical services or regulated industries
3. Security Requirements: Specific security measures and compliance requirements - used when handling sensitive data or in regulated industries
4. Data Protection: Specific provisions for handling personal data - used when personal data is processed
1. Service Level Metrics Schedule: Detailed technical specifications of service levels
2. Service Credit Calculation Schedule: Formula and examples for calculating service credits
3. Reporting Template: Standard format for service level reporting
4. Escalation Matrix: Contact details and procedures for issue escalation
5. Price Schedule: Detailed pricing structure and service fees
Service Level
Service Credit
Performance Metrics
Measurement Period
Reporting Period
Business Day
Business Hours
Commencement Date
Confidential Information
Customer
Deliverables
Documentation
Emergency Maintenance
Force Majeure Event
Incident
Key Performance Indicators (KPIs)
Maintenance Window
Planned Downtime
Priority Levels
Resolution Time
Response Time
Service Availability
Service Credits
Service Hours
Service Level Failure
Service Provider
Service Quality
Support Services
Term
Territory
Unplanned Downtime
Working Hours
Performance Measurement
Service Credits
Reporting Requirements
Service Level Review
Remediation
Force Majeure
Term and Termination
Confidentiality
Data Protection
Intellectual Property
Warranties
Liability
Indemnification
Dispute Resolution
Change Management
Service Availability
Response Times
Quality Standards
Customer Obligations
Service Provider Obligations
Maintenance and Support
Escalation Procedures
Audit Rights
Business Continuity
Disaster Recovery
Governance
Subcontracting
Assignment
Notices
Entire Agreement
Severability
Waiver
Governing Law
Jurisdiction
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