1. Parties: Identification of the service provider and customer, including full legal names and registered addresses
2. Background: Context of the agreement, relationship between parties, and general purpose of the services
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 commencement date and renewal provisions
5. Services Scope: High-level description of services to be provided under the agreement
6. Service Levels: Core service level commitments, measurement methods, and reporting requirements
7. Performance Monitoring: Procedures for monitoring and reporting on service level achievement
8. Change Management: Process for requesting, approving, and implementing changes to services or service levels
9. Charges and Payment: Pricing structure, payment terms, and invoicing procedures
10. Service Credits: Calculation and application of credits for service level failures
11. Governance and Reporting: Management structure, meeting requirements, and reporting obligations
12. Personnel and Resources: Requirements for service provider personnel and resources
13. Intellectual Property Rights: Ownership and licensing of IP used or created in providing services
14. Confidentiality: Protection and handling of confidential information
15. Data Protection: Obligations regarding personal data handling and privacy compliance
16. Liability and Insurance: Limitation of liability provisions and insurance requirements
17. Force Majeure: Rights and obligations during events beyond reasonable control
18. Termination: Grounds for termination and termination procedures
19. Exit Management: Obligations and procedures upon termination or expiry
20. General Provisions: Standard boilerplate clauses including notices, assignment, and entire agreement
