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1. Parties: Identification of the service provider and customer with full legal names and addresses
2. Background: Context and purpose of the SLA, including brief description of the services being provided
3. Definitions: Key terms used throughout the agreement including technical terminology and service metrics
4. Service Levels: Detailed performance metrics, standards, and measurement methods for the SaaS service
5. Service Credits: Compensation mechanism and calculations for service level failures
6. Service Availability: Guaranteed uptime percentages, maintenance windows, and planned downtime procedures
7. Support Services: Response times, support levels, and procedures for different incident severities
8. Term and Termination: Duration of the agreement and conditions for termination
9. Force Majeure: Circumstances under which service levels may be excused due to events beyond reasonable control
1. Disaster Recovery: Business continuity procedures and recovery time objectives for critical service disruptions
2. Security Requirements: Specific security measures, compliance requirements, and data protection standards
3. Data Processing: Specific terms for handling personal data, including compliance with privacy laws and data protection requirements
4. Regulatory Compliance: Specific compliance requirements for regulated industries (healthcare, financial services, etc.)
1. Schedule 1 - Service Level Metrics: Detailed performance metrics, measurement methodologies, and reporting procedures
2. Schedule 2 - Technical Support Details: Comprehensive support procedures, escalation paths, and contact information
3. Schedule 3 - Service Credits Calculation: Detailed formulas and examples for calculating service credits and compensation
4. Schedule 4 - Security Standards: Technical security requirements, compliance standards, and audit procedures
5. Schedule 5 - Data Processing Requirements: Detailed data handling procedures, privacy requirements, and compliance measures
Authorized Users
Business Day
Confidential Information
Customer
Customer Data
Documentation
Downtime
Emergency Maintenance
Force Majeure Event
Incident
Initial Term
Maintenance Window
Permitted Purpose
Personal Data
Platform
Priority Levels
Response Time
Resolution Time
SaaS Services
Scheduled Maintenance
Service Credits
Service Hours
Service Level Failure
Service Level Metrics
Service Levels
Service Provider
Service Availability
Support Services
System Requirements
Term
Third-Party Applications
Updates
Uptime
User Credentials
Service Availability
Support Services
Service Credits
Service Level Measurement
Maintenance Windows
Response Times
Resolution Times
Performance Monitoring
Reporting
Data Protection
Security Requirements
Customer Obligations
Service Provider Obligations
Force Majeure
Confidentiality
Intellectual Property Rights
Warranties
Liability
Indemnification
Termination
Dispute Resolution
Disaster Recovery
Business Continuity
Compliance
Audit Rights
Service Changes
Escalation Procedures
Subcontracting
Insurance
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