The Managed Network Services Agreement is essential for organizations seeking to outsource their network infrastructure management to specialized service providers in India. This document is particularly relevant in today's digital business environment where reliable network infrastructure is critical for operations. The agreement comprehensively covers service scope, performance metrics, security protocols, and compliance requirements under Indian law, including adherence to DoT guidelines and TRAI regulations. It is designed to protect both service providers and customers while ensuring clear accountability and service standards. The document becomes particularly important given India's evolving regulatory landscape in IT and telecommunications, requiring specific provisions for data protection, cybersecurity, and telecom compliance.
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1. Parties: Identification of service provider and customer, including registered addresses and company details
2. Background: Context of the agreement, brief description of the services, and purpose of the contract
3. Definitions: Detailed definitions of technical terms, service-related terminology, and contract-specific language
4. Scope of Services: Detailed description of managed network services to be provided, including network monitoring, maintenance, and support
5. Service Provider Obligations: Comprehensive list of service provider responsibilities, including service delivery, technical support, and compliance requirements
6. Customer Obligations: Customer responsibilities, including access provision, cooperation requirements, and payment obligations
7. Service Levels: Detailed service level agreements (SLAs), including performance metrics, availability guarantees, and response times
8. Security and Compliance: Security protocols, data protection measures, and regulatory compliance requirements
9. Fees and Payment: Pricing structure, payment terms, invoicing procedures, and late payment consequences
10. Term and Termination: Contract duration, renewal terms, and termination conditions
11. Intellectual Property Rights: Ownership and usage rights of software, systems, and data
12. Confidentiality: Protection of confidential information and trade secrets
13. Liability and Indemnification: Limitation of liability, indemnification obligations, and insurance requirements
14. Force Majeure: Provisions for unforeseen circumstances and their impact on service delivery
15. Dispute Resolution: Procedures for resolving disputes, including jurisdiction and governing law
16. General Provisions: Standard boilerplate clauses including notices, assignment, and entire agreement
1. Change Management: Procedures for requesting and implementing changes to services - include when significant service modifications are anticipated
2. Disaster Recovery: Specific disaster recovery and business continuity provisions - include for critical network services
3. Training and Knowledge Transfer: Requirements for training customer staff - include when customer requires operational knowledge
4. Transition Services: Provisions for service transition from existing providers - include when taking over from another provider
5. Third-Party Services: Management of third-party service providers and subcontractors - include when subcontractors will be used
6. Equipment and Assets: Provisions regarding hardware and equipment ownership/maintenance - include when physical equipment is part of the service
7. Environmental Compliance: Green IT and environmental requirements - include when customer has specific environmental policies
1. Schedule A - Service Description: Detailed technical specifications of all network services to be provided
2. Schedule B - Service Level Agreement: Comprehensive SLA metrics, measurement methods, and penalties
3. Schedule C - Pricing and Payment Schedule: Detailed fee structure, payment milestones, and rate cards
4. Schedule D - Network Architecture: Technical diagrams and specifications of network infrastructure
5. Schedule E - Security Requirements: Detailed security protocols, compliance requirements, and audit procedures
6. Schedule F - Escalation Matrix: Contact details and escalation procedures for various service issues
7. Schedule G - Transition Plan: Detailed plan for service implementation and transition
8. Appendix 1 - Required Reports: List and templates of all required service reports
9. Appendix 2 - Approved Subcontractors: List of approved third-party service providers and their roles
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