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1. Parties: Identification and details of all parties entering into the SLA
2. Background: Context and purpose of the agreement
3. Definitions: Key terms and their meanings as used in the agreement
4. Service Description: Detailed description of services to be provided
5. Service Level Metrics: Specific, measurable performance targets and standards
6. Response and Resolution Times: Timeframes for addressing service issues
7. Monitoring and Reporting: Methods and frequency of service performance measurement
8. Term and Termination: Duration of agreement and conditions for termination
1. Disaster Recovery: Procedures for service continuity in emergency situations - use when providing critical services or handling sensitive data
2. Data Protection: Specific data handling and privacy requirements - use when processing personal or sensitive data
3. Security Requirements: Specific security measures and protocols - use when handling sensitive information or providing IT services
4. Compliance Requirements: Industry-specific regulatory compliance measures - use when operating in regulated industries
1. Service Level Metrics Schedule: Detailed breakdown of performance metrics and targets
2. Pricing Schedule: Detailed pricing structure and payment terms
3. Technical Specifications: Detailed technical requirements and specifications
4. Incident Management Procedures: Detailed procedures for handling service incidents
5. Service Credits Calculation: Formula and methodology for calculating service credits
6. Contact Matrix: Key contacts and escalation procedures
Service Level
Service Credits
Service Hours
Business Day
Business Hours
Maintenance Window
Emergency Maintenance
Service Availability
Downtime
Response Time
Resolution Time
Incident
Critical Incident
Major Incident
Minor Incident
Service Request
Measurement Period
Performance Reports
Service Level Failure
Service Level Target
Monthly Service Fee
Force Majeure Event
Scheduled Maintenance
Support Services
Help Desk
Escalation Process
Key Performance Indicators (KPIs)
Recovery Time Objective (RTO)
Recovery Point Objective (RPO)
Excused Downtime
Authorized Users
Service Provider Systems
Customer Data
Confidential Information
Service Levels
Performance Monitoring
Service Credits
Service Availability
Response Times
Resolution Times
Incident Management
Reporting
Customer Obligations
Service Provider Obligations
Fees and Payment
Service Level Failures
Maintenance
Support Services
Disaster Recovery
Business Continuity
Data Protection
Confidentiality
Intellectual Property
Liability
Indemnification
Force Majeure
Term and Termination
Governance
Dispute Resolution
Change Management
Subcontracting
Compliance
Audit Rights
Insurance
Security Requirements
Service Level Review
Escalation Procedures
Warranties
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