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SLA Purchasing
"I need an SLA Purchasing agreement for IT managed services with our new cloud provider, starting March 2025, with specific uptime requirements of 99.9% and strict data security provisions for handling sensitive customer data in Australia."
1. Parties: Identification and details of all parties to the agreement
2. Background: Context of the agreement and relationship between the parties
3. Definitions: Detailed definitions of terms used throughout the agreement
4. Service Scope: Detailed description of services to be provided and any exclusions
5. Term and Renewal: Duration of the agreement and renewal provisions
6. Service Levels: Specific performance metrics, measurement methods, and reporting requirements
7. Performance Monitoring: Methods and frequency of monitoring service level compliance
8. Service Credits and Penalties: Consequences of failing to meet service levels
9. Pricing and Payment Terms: Fee structure, payment schedule, and invoicing requirements
10. Responsibilities: Detailed obligations of both service provider and customer
11. Change Management: Process for requesting and implementing changes to services or service levels
12. Dispute Resolution: Procedures for handling disputes between parties
13. Termination: Circumstances and processes for agreement termination
14. General Provisions: Standard legal clauses including governing law, notices, and assignment
1. Business Continuity: Disaster recovery and business continuity requirements, used when service disruption could significantly impact operations
2. Security Requirements: Specific security protocols and compliance requirements, needed for services involving sensitive data or systems
3. Compliance with Standards: Industry-specific standards compliance requirements, included when regulated industries are involved
4. Intellectual Property: IP ownership and licensing provisions, needed when services involve creation or use of intellectual property
5. Personnel Requirements: Specific staffing, qualification, or security clearance requirements, used when service quality depends on staff capabilities
6. Third-Party Subcontractors: Rules and approval processes for subcontractor use, included when subcontracting is anticipated
7. Data Protection: Specific data handling and privacy requirements, needed when personal or sensitive data is involved
8. Insurance Requirements: Specific insurance coverage requirements, included for high-risk or high-value services
1. Schedule 1 - Service Specifications: Detailed technical specifications of services to be provided
2. Schedule 2 - Service Level Metrics: Detailed performance metrics, measurement methodologies, and targets
3. Schedule 3 - Price Schedule: Detailed pricing information, rate cards, and payment terms
4. Schedule 4 - Service Credit Calculations: Formulas and examples for calculating service credits
5. Schedule 5 - Reporting Requirements: Templates and specifications for required service level reports
6. Schedule 6 - Escalation Procedures: Detailed procedures for issue escalation and emergency responses
7. Schedule 7 - Transition Plan: Implementation and transition timeline and requirements
8. Appendix A - Contact Details: Key contacts and notification requirements for both parties
Authors
Agreement
Business Day
Business Hours
Change Request
Commencement Date
Confidential Information
Critical Service
Customer
Deliverables
Dispute
Fees
Force Majeure Event
GST
Initial Term
Key Performance Indicators
Material Breach
Measurement Period
Minimum Service Levels
Performance Credits
Performance Reports
Personnel
Priority Levels
Purchase Order
Renewal Term
Response Time
Service Credits
Service Hours
Service Level Failure
Service Level Requirements
Service Provider
Services
Specifications
Subsidiary
Support Services
Term
Termination Date
Third Party Provider
Transition Period
Transition Plan
Urgent Change
Working Hours
Performance Standards
Service Level Metrics
Service Level Credits
Measurement and Reporting
Pricing and Payment
Term and Renewal
Termination Rights
Confidentiality
Data Protection
Intellectual Property
Warranties
Liability and Indemnification
Force Majeure
Dispute Resolution
Change Management
Governance
Audit Rights
Insurance
Assignment and Subcontracting
Compliance with Laws
Business Continuity
Security Requirements
Personnel Requirements
Notice Requirements
Entire Agreement
Severability
Governing Law
Amendment
Waiver
Third Party Rights
Counterparts
Information Technology
Manufacturing
Professional Services
Telecommunications
Healthcare
Financial Services
Retail
Logistics
Energy and Utilities
Education
Procurement
Legal
Operations
Supply Chain
Risk Management
Compliance
Finance
Commercial
Vendor Management
Quality Assurance
Procurement Manager
Contract Manager
Vendor Relationship Manager
Operations Director
Legal Counsel
Supply Chain Manager
Chief Operating Officer
Service Delivery Manager
Risk Manager
Compliance Officer
Category Manager
Commercial Manager
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