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External SLA Template for Singapore

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Key Requirements PROMPT example:

External SLA

"I need an External SLA for cloud hosting services we're providing to a Singapore-based fintech company, with specific emphasis on 99.99% uptime guarantees and strict data protection measures in line with MAS guidelines."

Document background
An External SLA is essential for businesses operating in Singapore that need to establish clear, measurable service standards with external service providers. This document type is particularly crucial in regulated industries where service performance needs to be strictly monitored and enforced. The External SLA includes specific performance metrics, measurement methodologies, reporting requirements, and service credits or penalties for non-performance. It must comply with Singapore's legal framework, including the Contracts Act, Personal Data Protection Act, and industry-specific regulations. The agreement typically addresses service availability, response times, quality metrics, and problem resolution timeframes.
Suggested Sections

1. Parties: Identification and details of the service provider and service recipient

2. Background: Context of the agreement and relationship between parties

3. Definitions: Key terms used throughout the agreement

4. Service Description: Detailed description of services to be provided

5. Service Levels: Specific performance metrics and standards

6. Measurement and Reporting: How service levels will be measured and reported

7. Service Credits: Compensation for failure to meet service levels

8. Term and Termination: Duration of agreement and termination provisions

Optional Sections

1. Data Protection: Required when personal data is processed as part of the services

2. Security Requirements: Specific security measures and standards for technology or data-intensive services

3. Business Continuity: Disaster recovery and business continuity provisions for critical services

4. Regulatory Compliance: Industry-specific compliance requirements for regulated sectors

Suggested Schedules

1. Service Level Metrics: Detailed performance metrics and calculation methodologies

2. Service Credit Calculation: Formula and examples for calculating service credits

3. Technical Specifications: Detailed technical requirements and specifications

4. Pricing Schedule: Detailed pricing information and payment terms

5. Reporting Templates: Standard formats for service level reporting

Authors

Alex Denne

Head of Growth (Open Source Law) @ ¶¶Òõ¶ÌÊÓƵ | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

Relevant legal definitions



































Clauses



































Industries

Contracts Act (Cap. 53): Core legislation governing contract formation, validity, and enforcement in Singapore, based on Common Law principles

Unfair Contract Terms Act (Cap. 396): Regulates unfair terms in contracts and limits the extent to which civil liability can be excluded through contract terms

Personal Data Protection Act 2012 (PDPA): Governs the collection, use, disclosure and care of personal data, including data protection obligations and cross-border data transfer requirements

Computer Misuse Act: Provides for computer security and cybercrime prevention, relevant for technology services and data protection measures

Electronic Transactions Act: Provides legal framework for electronic transactions and digital signatures, essential for digital service agreements

Consumer Protection (Fair Trading) Act: Protects consumers against unfair practices and provides additional rights if service recipient qualifies as a consumer

IMDA Regulations: Industry-specific regulations from Info-communications Media Development Authority for technology and telecommunications services

MAS Guidelines: Regulatory guidelines from Monetary Authority of Singapore applicable for financial services sector

Competition Act: Promotes competition in markets and prohibits anti-competitive practices that could affect service delivery and pricing

Copyright Act: Protects intellectual property rights related to copyrightable elements of services and deliverables

Patents Act: Governs patent rights and protection, relevant for technology-related services and innovations

Trade Marks Act: Protects trademarks and service marks, important for branding and service identification

Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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