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Description of Products follows:
Cloud Hosting Services Agreement
This Cloud Hosting Services Agreement is for use by a supplier that provides hosted IT environments as a cloud service using the Supplier’s data centers, and related services, to provide cloud-based fully managed and supported IT environments.
The Cloud Hosting Services Agreement includes provision for Setup Work and ongoing Cloud Hosting Services and Support Services as well as Professional Services (to be provided under statements of work).
For the Cloud Hosting Services there is suggested content, with details to be included. System Uptime and Service Credits are to be specified and when ‘exception factors’ apply there is no commitment to meet the System Uptime. All aspects can be modified by you as required to suit the cloud hosting service that you provide.
The details on Support Services recognize that Incidents may arise due to factors that are not in scope and also recognize that the Supplier may need to involve or hand over to third parties for resolution. There is provision for service levels (for response and target remedy times) and service level exclusions.
The Agreement is 21 pages long including the cover page. The agreement has four parts: 1) a background section and execution provisions, 2) a Schedule of customer-specific details and summary information, 3) an Appendix to the Schedule for details of the setup work (if any), the cloud hosting services and support services and 4) terms and conditions.
Managed Services Agreement (IT environments)
This Managed Services Agreement (IT environments) is for supply of a managed service to manage and support the customer’s IT environments.
All details of the Managed Service are to be completed by the Supplier in an Appendix, we provide guideline headings and wording only.
Aspects that are always needed such as customer information, term, renewals and pricing are included in a Schedule.
There is also a terms and conditions section.
The agreement can readily be completed with details of your managed service and/or modified to suit.