1. Parties: Identification of the contracting parties, including registered names, company registration numbers, and registered addresses
2. Background: Context of the agreement, relationship between parties, and high-level purpose of the MSA
3. Definitions and Interpretation: Detailed definitions of terms used throughout the agreement and rules of interpretation
4. Term and Renewal: Duration of the agreement, including initial term and renewal provisions
5. Services Framework: Overview of service categories, process for adding/removing services, and relationship governance
6. Service Orders: Process for requesting, approving, and implementing specific services under the MSA
7. Service Provider Obligations: Key responsibilities, service standards, personnel requirements, and compliance obligations
8. Customer Obligations: Customer responsibilities, access requirements, and cooperation obligations
9. Change Management: Procedures for requesting, implementing, and documenting changes to services
10. Fees and Payment: Pricing structure, payment terms, invoicing requirements, and fee adjustment mechanisms
11. Intellectual Property Rights: Ownership and licensing of IP, including pre-existing IP and newly created materials
12. Data Protection and Privacy: POPIA compliance requirements, data processing terms, and security obligations
13. Confidentiality: Protection of confidential information, permitted disclosures, and survival terms
14. Performance Monitoring: Service level agreements, reporting requirements, and performance review processes
15. Warranties and Representations: Standard and service-specific warranties, including compliance with laws
16. Liability and Indemnities: Limitation of liability, exclusions, and mutual indemnification provisions
17. Insurance: Required insurance coverage and minimum limits
18. Termination: Termination rights, notice periods, and consequences of termination
19. Exit Management: Transition assistance, data return/destruction, and post-termination obligations
20. General Provisions: Standard boilerplate clauses including notices, assignment, and governing law
