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1. Parties: Identification of the contracting parties - the bank and the service provider
2. Background: Context of the agreement and relationship between parties
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used in the agreement
4. Scope of Services: Detailed description of banking services covered under the agreement
5. Service Levels and Performance Metrics: Specific measurable service standards and KPIs
6. Monitoring and Reporting: Procedures for monitoring service levels and reporting requirements
7. Obligations of Service Provider: Detailed responsibilities and commitments of the service provider
8. Bank's Responsibilities: Obligations and commitments of the bank
9. Security and Confidentiality: Data security, privacy, and confidentiality requirements
10. Business Continuity and Disaster Recovery: Plans and procedures for ensuring service continuity
11. Compliance and Regulatory Requirements: Adherence to banking regulations and RBI guidelines
12. Term and Termination: Duration of agreement and termination conditions
13. Dispute Resolution: Procedures for handling disputes between parties
14. General Provisions: Standard legal clauses including governing law, notices, etc.
1. Transition Services: Procedures for service transition at start or end of contract, used when complex service handover is required
2. Audit Rights: Detailed audit procedures and requirements, included for high-risk or regulatory-sensitive services
3. Innovation and Continuous Improvement: Framework for service improvements and technological updates, relevant for long-term strategic partnerships
4. Force Majeure: Provisions for unforeseen circumstances, particularly relevant in critical banking services
5. Insurance Requirements: Specific insurance obligations, included for high-risk services
6. Regulatory Change Management: Procedures for handling regulatory changes, important for regulated banking services
7. Third-Party Dependencies: Management of subcontractors and third-party services, included when service provider uses substantial subcontracting
1. Schedule A - Service Descriptions: Detailed technical specifications of each banking service
2. Schedule B - Service Level Metrics: Specific KPIs, measurement methodologies, and reporting formats
3. Schedule C - Pricing and Payment Terms: Detailed fee structure, payment schedules, and penalty calculations
4. Schedule D - Security Standards: Specific security protocols, compliance requirements, and procedures
5. Schedule E - Business Continuity Plan: Detailed disaster recovery and business continuity procedures
6. Schedule F - Governance Framework: Meeting schedules, escalation matrices, and communication protocols
7. Schedule G - Transition Plan: Detailed transition milestones and responsibilities
8. Appendix 1 - Contact Details: Key personnel and escalation contacts for both parties
9. Appendix 2 - Required Reports: Templates and formats for all required service reports
10. Appendix 3 - Compliance Checklist: Regulatory and compliance requirements checklist
Banking
Financial Services
Information Technology
Payment Services
Digital Services
Business Process Outsourcing
Financial Technology
Telecommunications
Legal
Operations
Information Technology
Procurement
Vendor Management
Compliance
Risk Management
Information Security
Digital Banking
Project Management
Quality Assurance
Customer Service
Finance
Internal Audit
Chief Operations Officer
Head of Vendor Management
Chief Information Officer
Procurement Manager
Service Delivery Manager
Compliance Officer
Risk Manager
IT Security Manager
Operations Manager
Legal Counsel
Contract Manager
Chief Technology Officer
Banking Operations Head
Digital Banking Head
Project Manager
Quality Assurance Manager
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