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The Service Management Contract serves as a foundational document for organizations engaging in long-term service delivery relationships within the Canadian market. It is specifically designed to address the complexities of modern service delivery arrangements, providing a robust framework for managing service levels, performance standards, and operational responsibilities. This contract type is essential when organizations require ongoing, managed services with clear accountability and governance structures. The document incorporates Canadian federal and provincial legal requirements, including privacy laws, consumer protection regulations, and industry-specific compliance standards. It is particularly valuable for businesses seeking to formalize their service delivery arrangements while ensuring proper risk allocation and operational clarity.

1. Parties: Identification and details of the service provider and client, including registered addresses and company information

2. Background: Context of the agreement and brief description of the parties' business relationship

3. Definitions: Defined terms used throughout the agreement for clarity and consistency

4. Scope of Services: Detailed description of services to be provided, including core deliverables and service boundaries

5. Term and Renewal: Duration of the agreement, including start date, end date, and renewal provisions

6. Service Levels: Performance standards, metrics, and measurement methodology

7. Fees and Payment Terms: Pricing structure, payment schedule, invoicing procedures, and late payment consequences

8. Service Provider Obligations: Key responsibilities and commitments of the service provider

9. Client Obligations: Key responsibilities and commitments of the client

10. Governance and Reporting: Management structure, reporting requirements, and review procedures

11. Confidentiality: Protection and handling of confidential information

12. Data Protection and Privacy: Compliance with privacy laws and data handling requirements

13. Intellectual Property: Ownership and usage rights of IP created or used during service delivery

14. Liability and Indemnification: Limitation of liability and indemnification obligations

15. Force Majeure: Provisions for handling events beyond reasonable control

16. Termination: Grounds for termination, notice periods, and consequences of termination

17. Dispute Resolution: Process for resolving disputes between parties

18. General Provisions: Standard boilerplate clauses including notices, assignment, and governing law