1. Parties: Identification and details of the service provider and customer, including their registered addresses and authorized representatives
2. Background: Context of the agreement, relationship between parties, and high-level purpose of the managed services arrangement
3. Definitions: Detailed definitions of technical terms, service-related terminology, and contract-specific phrases used throughout the agreement
4. Services Overview: High-level description of the managed services to be provided, including scope and general service categories
5. Service Level Requirements: Detailed specification of service levels, performance metrics, measurement methodologies, and reporting requirements
6. Performance Monitoring: Procedures for monitoring and measuring service performance, including tools, methodologies, and reporting frequencies
7. Service Credits and Penalties: Calculation and application of service credits or financial penalties for failure to meet agreed service levels
8. Response and Resolution Times: Defined timeframes for responding to and resolving different categories of incidents and service requests
9. Responsibilities and Dependencies: Clear delineation of responsibilities between service provider and customer, including necessary dependencies
10. Change Management: Procedures for requesting, approving, and implementing changes to services or service levels
11. Security Requirements: Security obligations, compliance requirements, and data protection measures as per Pakistani law
12. Business Continuity: Requirements for service continuity, disaster recovery, and backup procedures
13. Governance and Escalation: Management structure, meeting cadence, and escalation procedures for issue resolution
14. Term and Termination: Duration of the agreement, renewal terms, and conditions for termination
15. Payment Terms: Fee structure, payment schedule, and billing procedures
16. General Terms: Standard legal provisions including governing law, dispute resolution, and force majeure
