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1. Parties: Identifies and provides details of the service provider and customer entering into the agreement
2. Background: Outlines the context and purpose of the agreement, including the nature of services being provided
3. Definitions: Defines key terms used throughout the agreement, including technical terminology specific to uptime and service levels
4. Service Levels: Specifies the guaranteed uptime percentage and service availability commitments
5. Measurement and Monitoring: Details how uptime will be measured, monitored, and reported
6. Exclusions: Specifies planned maintenance windows and circumstances not counted as downtime
7. Service Credits: Defines compensation or credits provided for failure to meet service levels
8. Reporting: Outlines the frequency and format of service level performance reports
9. Problem Resolution: Details the process for addressing and resolving service issues
10. Term and Termination: Specifies the duration of the agreement and conditions for termination
11. General Provisions: Standard legal clauses including governing law, notices, and entire agreement
1. Disaster Recovery: Details disaster recovery procedures and commitments when required for critical services
2. Security Requirements: Specifies security standards and protocols when handling sensitive data
3. Change Management: Outlines procedures for implementing changes to services or service levels when flexibility is needed
4. Customer Obligations: Defines customer responsibilities when specific customer actions are required for service delivery
5. Premium Support: Details enhanced support options when offering tiered service levels
6. Data Processing: Includes data handling requirements when personal or sensitive data is involved
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and measurement methodologies
2. Schedule 2 - Service Credit Calculations: Detailed formulas and examples for calculating service credits
3. Schedule 3 - Support Procedures: Detailed support processes, contact information, and escalation procedures
4. Schedule 4 - Technical Requirements: Technical specifications and requirements for service delivery
5. Schedule 5 - Service Level Reports: Templates and examples of service level reports
6. Appendix A - Incident Classification: Definitions and categories of various incident types and their priority levels
Information Technology
Cloud Services
Telecommunications
E-commerce
Financial Services
Healthcare Technology
Enterprise Software
Data Center Services
Digital Infrastructure
Managed Services
SaaS (Software as a Service)
PaaS (Platform as a Service)
Legal
Information Technology
Operations
Service Delivery
Infrastructure
Cloud Services
Vendor Management
Risk Management
Technical Support
Solutions Architecture
Contract Management
Chief Technology Officer
IT Director
Service Delivery Manager
Operations Manager
Legal Counsel
Contract Manager
System Administrator
Infrastructure Manager
Cloud Services Manager
Technical Account Manager
Procurement Manager
Vendor Management Specialist
Solutions Architect
Service Level Manager
Risk Management Officer
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