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Business Level Agreement
"I need a Business Level Agreement for an IT consulting company providing strategic business transformation services to a financial institution in Singapore, with specific focus on quarterly performance reviews and remediation processes beginning March 2025."
1. Parties: Identification and details of contracting parties
2. Background: Context and purpose of the agreement
3. Definitions: Key terms used throughout the agreement
4. Service Levels: Specific performance metrics and standards
5. Measurement and Reporting: How performance will be measured and reported
6. Review and Governance: Process for reviewing and managing the agreement
7. Term and Termination: Duration and conditions for ending the agreement
1. Penalties and Rewards: Specific incentives or penalties for performance levels
2. Disaster Recovery: Business continuity provisions for critical services
3. Data Protection: Specific data handling and protection requirements under PDPA
1. Schedule 1 - Service Level Metrics: Detailed performance indicators and targets
2. Schedule 2 - Pricing Schedule: Detailed pricing structure and calculations
3. Schedule 3 - Reporting Templates: Standard formats for performance reporting
4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures
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