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Enterprise SLA
"I need an Enterprise SLA for our cloud computing services that we'll provide to a large financial institution in Singapore, with specific focus on data security, 99.99% uptime guarantee, and compliance with MAS guidelines, starting from March 2025."
1. Parties: Identification and details of the contracting parties
2. Background: Context and purpose of the SLA
3. Definitions: Key terms used throughout the agreement
4. Service Descriptions: Detailed description of services to be provided
5. Service Level Metrics: Specific, measurable performance targets
6. Response and Resolution Times: Timeframes for addressing service issues
7. Reporting and Monitoring: Methods and frequency of service level monitoring
8. Service Credits: Compensation mechanism for service level failures
9. Term and Termination: Duration and conditions for ending the agreement
1. Disaster Recovery: Business continuity provisions for critical services or when required by regulation
2. Data Processing Terms: Specific data handling requirements when personal data processing is involved
3. Change Management: Process for implementing service changes in complex or evolving service relationships
1. Service Description Schedule: Detailed technical specifications of services
2. Service Level Metrics Schedule: Detailed performance metrics and measurement methods
3. Pricing Schedule: Service fees and payment terms
4. Support Procedures: Detailed support processes and escalation procedures
5. Business Continuity Plan: Disaster recovery and business continuity procedures
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