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Service Management Contract
"I need a Service Management Contract for IT infrastructure services, including 24/7 support and strict SLAs, to be used with a major cloud services provider in Auckland, with service commencement planned for March 2025."
1. Parties: Identifies and provides full legal details of all parties to the agreement
2. Background: Outlines the context and purpose of the agreement, including any relevant history or relationships
3. Definitions and Interpretation: Defines key terms used throughout the agreement and establishes interpretation rules
4. Term and Commencement: Specifies the duration of the agreement and when it becomes effective
5. Services: Detailed description of the services to be provided, including scope and deliverables
6. Service Levels: Defines the required performance standards and metrics for service delivery
7. Fees and Payment: Details the fee structure, payment terms, and invoicing procedures
8. Service Provider Obligations: Lists the specific duties and responsibilities of the service provider
9. Client Obligations: Outlines the responsibilities and commitments of the client
10. Reporting and Governance: Establishes reporting requirements and governance structure for the service relationship
11. Intellectual Property: Addresses ownership and usage rights of intellectual property
12. Confidentiality: Details confidentiality obligations and information handling requirements
13. Liability and Indemnities: Sets out liability limitations and indemnification provisions
14. Termination: Specifies termination rights, process, and consequences
15. General Provisions: Contains standard legal provisions including notices, amendments, and governing law
1. Change Management: Procedures for requesting and implementing changes to services - include when services are likely to evolve
2. Disaster Recovery: Procedures for handling service disruptions - include for critical services
3. Data Protection: Specific provisions for handling personal data - include when processing personal information
4. Transition Services: Procedures for service transition at start and end - include for complex service arrangements
5. Security Requirements: Specific security protocols and requirements - include for services involving sensitive information or systems
6. Insurance: Specific insurance requirements - include for high-risk services
7. Subcontracting: Rules and procedures for subcontracting - include when subcontractors may be used
8. Force Majeure: Provisions for handling unforeseen events - include for long-term or critical services
1. Schedule 1 - Service Specifications: Detailed technical specifications of the services
2. Schedule 2 - Service Levels and KPIs: Detailed performance metrics and measurement methods
3. Schedule 3 - Fee Schedule: Detailed breakdown of fees, rates, and payment terms
4. Schedule 4 - Governance Framework: Detailed governance procedures and escalation paths
5. Schedule 5 - Implementation Plan: Timeline and milestones for service implementation
6. Schedule 6 - Approved Subcontractors: List of pre-approved subcontractors if applicable
7. Schedule 7 - Contract Change Request Form: Template for requesting contract changes
8. Appendix A - Security Standards: Detailed security requirements and standards
9. Appendix B - Required Insurance Coverage: Specific insurance requirements and levels
Authors
Information Technology
Facilities Management
Professional Services
Healthcare
Telecommunications
Property Management
Infrastructure Services
Business Process Outsourcing
Financial Services
Education
Manufacturing
Logistics and Supply Chain
Legal
Operations
Procurement
Commercial
Risk and Compliance
Finance
Service Delivery
Quality Assurance
Vendor Management
Project Management
Chief Operations Officer
Procurement Manager
Contract Manager
Service Delivery Manager
Operations Director
Legal Counsel
Commercial Manager
Relationship Manager
Risk Manager
Compliance Officer
Project Manager
Business Unit Head
Chief Financial Officer
Vendor Manager
Quality Assurance Manager
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