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1. Parties: Identification of service provider and customer, including legal entities
2. Background: Context of the agreement and basic service description
3. Definitions: Key terms used throughout the SLA including technical metrics
4. Service Level Commitments: Specific uptime/availability guarantees and measurement methods
5. Measurement and Reporting: How service levels are measured and reported to customer
6. Service Credits: Compensation structure for failing to meet SLAs
7. Force Majeure: Circumstances beyond reasonable control exemptions
1. Security Requirements: Specific security measures and compliance requirements when handling sensitive data or requiring specific security standards
2. Disaster Recovery: Recovery time objectives and procedures for critical services requiring business continuity guarantees
3. Data Protection: Specific data handling and privacy requirements when handling personal or regulated data
4. Support Services: Technical support levels and response times when support services are part of the availability guarantee
1. Technical Service Specifications: Detailed technical specifications of the service
2. Service Level Calculations: Detailed formulas and methods for calculating service levels
3. Service Credit Calculation: Detailed breakdown of service credit calculations
4. Incident Response Procedures: Step-by-step procedures for handling service interruptions
5. Contact Matrix: Key contacts and escalation procedures
Service Level
Service Availability
Uptime
Downtime
Scheduled Maintenance
Emergency Maintenance
Service Credits
Service Level Failure
Measurement Period
Service Level Report
Business Day
Business Hours
Force Majeure Event
Service Level Objective (SLO)
Service Level Agreement (SLA)
Response Time
Resolution Time
Critical Incident
Service Window
Maintenance Window
Recovery Time Objective (RTO)
Recovery Point Objective (RPO)
System
Platform
Infrastructure
Service Component
Monitoring Tools
Service Level Measurement
Exclusions
Service Measurement
Service Credits
Force Majeure
Scheduled Maintenance
Emergency Maintenance
Reporting
Monitoring
Service Support
Disaster Recovery
Business Continuity
Service Exclusions
Remediation
Termination
Service Level Reviews
Dispute Resolution
Compliance
Data Protection
Confidentiality
Liability
Indemnification
Insurance
Audit Rights
Change Management
Governance
Notice Requirements
Service Provider Obligations
Customer Obligations
Escalation Procedures
Amendment Process
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