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1. Parties: Identification of the banking institution and the service provider/customer
2. Background: Context of the agreement and relationship between parties
3. Definitions: Key terms used throughout the agreement
4. Service Scope: Detailed description of services covered under the agreement
5. Service Levels: Specific performance metrics, availability requirements, and response times
6. Security Requirements: Mandatory security protocols and compliance requirements
7. Data Protection: Requirements for handling and protecting customer data
8. Reporting and Monitoring: Required reporting processes and monitoring procedures
9. Term and Termination: Duration of agreement and termination conditions
1. Disaster Recovery: Specific procedures for disaster recovery and business continuity planning for critical services
2. Change Management: Procedures for implementing changes to services and managing service modifications
3. Pricing and Penalties: Service costs and penalties for non-performance or SLA breaches
4. Third-Party Dependencies: Management of subcontractors and third-party services including compliance requirements
1. Schedule A - Service Level Metrics: Detailed technical specifications of service levels and measurement methods
2. Schedule B - Price Schedule: Detailed pricing information and calculation methods
3. Schedule C - Security Protocols: Detailed security requirements and procedures
4. Schedule D - Compliance Requirements: Specific regulatory compliance requirements and procedures
5. Schedule E - Incident Response Plan: Detailed procedures for handling service incidents
6. Schedule F - Contact Matrix: List of key contacts and escalation procedures
7. Schedule G - Service Reports Template: Standard format for service level reporting
Service Provider
Banking Services
Business Day
Compliance Requirements
Confidential Information
Critical Service
Customer Data
Data Protection Laws
Disaster Recovery
Effective Date
Force Majeure
Incident
Key Performance Indicators (KPIs)
Maintenance Window
Material Breach
Operating Hours
Performance Metrics
Personal Data
Regulatory Requirements
Response Time
Security Breach
Service Credits
Service Hours
Service Interruption
Service Level Failure
Service Level Objectives (SLOs)
Service Level Requirements
Service Reports
Severity Levels
System Availability
Term
Third-Party Provider
Uptime
User
Vendor Personnel
Performance Monitoring
Availability Requirements
Response Times
Security Requirements
Data Protection
Confidentiality
Regulatory Compliance
Reporting Requirements
Service Credits and Penalties
Incident Management
Business Continuity
Disaster Recovery
Change Management
Audit Rights
Force Majeure
Termination Rights
Dispute Resolution
Liability and Indemnification
Insurance Requirements
Subcontracting
Intellectual Property
Service Provider Personnel
Maintenance Windows
Escalation Procedures
Documentation Requirements
Exit Management
Payment Terms
Performance Reviews
Service Level Measurement
Root Cause Analysis
Customer Obligations
Governance
Record Keeping
Notice Requirements
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