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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."
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
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
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
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