Service Level Agreement Contract Template for Nigeria

1. Data Protection and Privacy: Required when services involve personal data processing or storage

2. Business Continuity and Disaster Recovery: Important for critical services or when continuous service availability is essential

3. Security Requirements: Necessary for IT services or when handling sensitive information

4. Intellectual Property Rights: Required when services involve creation or use of intellectual property

5. Compliance with Regulatory Requirements: Needed for regulated industries or services

6. Third-Party Contractors: Include when subcontractors or third-party service providers are involved

7. Training and Knowledge Transfer: Relevant when service delivery requires customer training or capability building

8. Change Management: Important for complex services or long-term agreements

9. Exit Management: Necessary for complex services requiring transition planning

1. Schedule A - Service Specifications: Detailed technical specifications of services

2. Schedule B - Service Level Metrics and Calculations: Detailed methodology for calculating service levels and performance metrics

3. Schedule C - Pricing and Payment Schedule: Detailed breakdown of costs, fees, and payment terms

4. Schedule D - Operational Procedures: Day-to-day operational procedures and processes

5. Schedule E - Contact Details and Escalation Matrix: Key personnel contacts and escalation procedures

6. Schedule F - Reports and Documentation: Templates and formats for required reports and documentation

7. Schedule G - Service Credits Calculation: Detailed methodology for calculating service credits and penalties

8. Appendix 1 - Technical Infrastructure: Details of technical infrastructure and systems involved

9. Appendix 2 - Security Standards: Specific security standards and requirements

10. Appendix 3 - Business Continuity Plan: Detailed business continuity and disaster recovery procedures