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A SaaS provider and a customer are having a dispute about the availability of service, quality of service, and issue resolution provided by the SaaS provider. What type of a legal agreement should the parties add to their contract to better define these problems and their resolution?

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A SaaS provider and a customer are having a dispute about the availability of service, quality of service, and issue resolution provided by the SaaS provider. What type of a legal agreement should the parties add to their contract to better define these problems and their resolution?






 
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