SLA Enterprise Template for Nigeria

1. Disaster Recovery: Details of disaster recovery procedures, used when service continuity is critical

2. Change Management: Procedures for implementing service changes, included for complex service arrangements

3. Transition Services: Procedures for service transition at start and end of contract, used for complex implementations

4. Compliance with Industry Standards: Specific industry compliance requirements, included when operating in regulated sectors

5. Multi-jurisdiction Services: Additional provisions for services delivered across multiple countries, used for international arrangements

6. Third-party Service Providers: Provisions governing use of subcontractors, included when subcontractors are involved

7. Innovation and Continuous Improvement: Framework for service improvements, included for long-term strategic partnerships

1. Schedule 1 - Service Definitions: Detailed technical specifications of each service component

2. Schedule 2 - Service Level Metrics: Comprehensive list of SLAs with measurement criteria and thresholds

3. Schedule 3 - Service Credits Calculation: Detailed methodology for calculating service credits and penalties

4. Schedule 4 - Pricing and Payment Schedule: Detailed pricing structure, payment milestones, and rate cards

5. Schedule 5 - Support Procedures: Detailed support processes, contact information, and escalation matrices

6. Schedule 6 - Security Requirements: Specific security protocols and compliance requirements

7. Schedule 7 - Data Processing Agreement: NDPR-compliant data processing terms and procedures

8. Appendix A - Service Reports Template: Standard format for service level reporting

9. Appendix B - Contact Directory: Key personnel and contact information for both parties