1. Parties: Identification and details of the service provider and customer, including registration numbers and registered addresses
2. Background: Context of the agreement, relationship between parties, and general purpose of the services
3. Definitions and Interpretation: Comprehensive 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 Overview: High-level description of services covered under the agreement
6. Service Levels and Performance Metrics: Detailed service level requirements, KPIs, and measurement methodologies
7. Monitoring and Reporting: Requirements for service performance monitoring and regular reporting
8. Charges and Payment Terms: Pricing structure, payment terms, invoicing procedures, and related financial provisions
9. Customer Obligations: Responsibilities and obligations of the customer to enable service delivery
10. Service Provider Obligations: Core responsibilities and commitments of the service provider
11. Governance and Change Management: Framework for managing the relationship and handling changes to services or agreement
12. Data Protection and Privacy: Compliance with PDPA 2010 and data handling requirements
13. Confidentiality: Protection of confidential information and trade secrets
14. Intellectual Property Rights: Ownership and usage rights of IP related to services
15. Liability and Indemnities: Limitation of liability and indemnification provisions
16. Force Majeure: Provisions for handling events beyond reasonable control
17. Termination: Grounds for termination and termination procedures
18. Exit and Transition: Requirements for service transition upon termination
19. General Provisions: Standard boilerplate clauses including notices, assignment, and governing law
