Service Management Contract Template for South Africa

1. Business Continuity: Required when services are critical to client operations, detailing disaster recovery and continuity plans

2. Change Management: Include when services may require significant modifications during the contract term

3. Third Party Management: Necessary when subcontractors or third-party providers are involved

4. Compliance and Audit Rights: Important for regulated industries or when regular audits are required

5. Equipment and Assets: Include when physical assets or equipment are provided as part of the service

6. Information Security: Detailed section required when handling sensitive data or systems

7. B-BBEE Commitments: Required for contracts above certain values or in specific sectors

8. Exit Management: Detailed transition provisions for complex service arrangements

1. Schedule 1: Service Specifications: Detailed description of services, including technical specifications and requirements

2. Schedule 2: Service Levels and KPIs: Detailed performance metrics, measurement methods, and penalties/rewards

3. Schedule 3: Pricing and Fee Structure: Detailed pricing, rate cards, and payment terms

4. Schedule 4: Governance Framework: Detailed governance structure, meeting schedules, and escalation procedures

5. Schedule 5: Key Personnel: List of key staff members and their roles

6. Schedule 6: Technical Requirements: Specific technical standards, systems, and infrastructure requirements

7. Schedule 7: RACI Matrix: Responsibility assignment matrix for key activities and decisions

8. Appendix A: Standard Operating Procedures: Detailed operational procedures and workflows

9. Appendix B: Report Templates: Templates for required operational and performance reports