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The Backup Service Level Agreement is essential for organizations operating in Pakistan that require reliable and secure data backup services. This document is typically used when establishing a formal arrangement between a backup service provider and a customer organization, defining the scope, quality, and reliability of backup services. The agreement incorporates Pakistani legal requirements, including compliance with the Electronic Transactions Ordinance 2002 and cybersecurity regulations, while establishing clear service levels, performance metrics, and accountability measures. It's particularly crucial for businesses handling sensitive data or requiring guaranteed data availability, providing a framework for service delivery, performance measurement, and remedy mechanisms.

1. Parties: Identification of the service provider and customer, including their legal details and registered addresses

2. Background: Context of the agreement and brief description of the backup services to be provided

3. Definitions: Definitions of technical terms, service metrics, and other key terminology used in the agreement

4. Service Description: Detailed description of the backup services, including types of backup, storage locations, and retention periods

5. Service Levels: Specific performance metrics, including backup frequency, recovery time objectives (RTO), and recovery point objectives (RPO)

6. Security Requirements: Security measures, data protection protocols, and compliance requirements

7. Customer Responsibilities: Customer obligations, including providing access, maintaining source systems, and data integrity

8. Provider Responsibilities: Provider's obligations, including service delivery, maintenance, and support

9. Monitoring and Reporting: Performance monitoring procedures and reporting requirements

10. Service Credits: Compensation mechanism for service level failures

11. Term and Termination: Duration of agreement, renewal terms, and termination conditions

12. Data Handling: Procedures for data storage, retention, and deletion

13. Dispute Resolution: Process for resolving disputes between parties

14. General Provisions: Standard legal clauses including governing law, notices, and amendments