The Master Service Level Agreement (MSLA) serves as the primary governing document for complex service relationships in the Indian business context. It is particularly useful when establishing long-term service arrangements that require detailed performance metrics, service standards, and operational procedures. This agreement type is designed to comply with Indian contract law, including the Indian Contract Act 1872 and Information Technology Act 2000, while providing flexibility to accommodate various service types and industry-specific requirements. The MSLA typically includes comprehensive provisions for service delivery, performance measurement, governance, and remedy mechanisms, making it suitable for both domestic and international service arrangements subject to Indian jurisdiction.
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1. Parties: Identification and details of the contracting parties
2. Background: Context of the agreement and brief description of the services
3. Definitions: Definitions of key terms used throughout the agreement
4. Scope of Services: Overview of services covered under the agreement
5. Term and Renewal: Duration of the agreement and renewal provisions
6. Service Levels: Key performance indicators, metrics, and measurement methods
7. Performance Monitoring: Methods and frequency of service level monitoring
8. Reporting Requirements: Regular reporting obligations and formats
9. Payment Terms: Pricing, payment schedule, and invoicing procedures
10. Service Credits: Compensation mechanism for service level failures
11. Governance: Management structure, meetings, and escalation procedures
12. Responsibilities: Detailed obligations of both parties
13. Data Protection and Security: Data handling, security measures, and compliance requirements
14. Intellectual Property Rights: Ownership and usage rights of IP created or used
15. Confidentiality: Protection of confidential information
16. Limitation of Liability: Liability caps and exclusions
17. Force Majeure: Provisions for unforeseen circumstances
18. Termination: Termination rights, process, and consequences
19. Dispute Resolution: Process for resolving disputes
20. General Provisions: Standard boilerplate clauses including notices, amendments, etc.
1. Business Continuity: Required for critical services, covering disaster recovery and business continuity plans
2. Compliance with Specific Regulations: Needed for regulated industries or specific compliance requirements
3. Third-Party Contractors: Include when subcontractors may be used in service delivery
4. Insurance Requirements: Detailed insurance obligations, typically for high-risk services
5. Training and Knowledge Transfer: Include when service includes staff training or knowledge sharing
6. Transition Services: Required when complex service transition is involved
7. Environmental Requirements: Include for services with environmental impact
8. Anti-Bribery and Corruption: Include for international services or high-risk jurisdictions
9. Change Control Procedure: Include for services likely to require frequent changes
1. Service Description Schedule: Detailed description of each service component
2. Service Level Specifications: Detailed metrics, targets, and measurement methods
3. Pricing Schedule: Detailed pricing structure, rates, and charging mechanisms
4. Personnel Schedule: Key personnel, roles, and responsibilities
5. Technical Requirements: Technical specifications and requirements
6. Security Requirements: Detailed security protocols and requirements
7. Operational Procedures: Day-to-day operational procedures and processes
8. Report Formats: Templates and formats for required reports
9. Exit Management Plan: Detailed procedures for service termination and transition
10. Contact Details: Contact information for key personnel and escalation paths
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Business Process Outsourcing
Cloud Services
Telecommunications
Professional Services
Healthcare Services
Financial Services
Manufacturing
Logistics and Supply Chain
Facilities Management
Software Development
Infrastructure Services
Consulting Services
Relevant Teams
Legal
Operations
Procurement
Information Technology
Compliance
Risk Management
Service Delivery
Commercial
Account Management
Project Management
Vendor Management
Business Development
Finance
Relevant Roles
Legal Counsel
Contract Manager
Service Delivery Manager
Operations Director
Chief Technology Officer
Procurement Manager
Commercial Director
Compliance Officer
Project Manager
Account Manager
Service Level Manager
Risk Manager
Business Development Manager
IT Director
Chief Operating Officer
Vendor Manager
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