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1. Parties: Identification and details of all contracting parties
2. Background: Context and purpose of the agreement
3. Definitions: Key terms and their meanings as used in the agreement
4. Service Levels: Detailed description of service levels and performance metrics
5. Performance Measurement: Methods and frequency of measuring service performance
6. Remedies and Penalties: Consequences of failing to meet service levels
7. Term and Termination: Duration and conditions for ending the agreement
1. Data Protection: Provisions for handling personal data and ensuring compliance with privacy laws
2. Regulatory Compliance: Specific provisions for industry-specific compliance requirements and standards
3. Disaster Recovery: Procedures and requirements for service continuity in case of emergencies
1. Schedule 1 - Service Level Definitions: Detailed technical specifications of service levels and performance metrics
2. Schedule 2 - Pricing Schedule: Detailed pricing structure, payment terms, and financial penalties
3. Schedule 3 - Performance Monitoring Procedures: Detailed procedures for monitoring, measuring, and reporting service levels
4. Schedule 4 - Escalation Procedures: Process and procedures for handling service level breaches and dispute resolution
5. Schedule 5 - Technical Requirements: Specific technical requirements, standards, and specifications for service delivery
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