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Firewall SLA
"Need a Firewall SLA for our Singapore-based fintech company that will ensure 99.99% uptime and includes strict security monitoring requirements, with service commencement planned for March 2025."
1. Parties: Details of the service provider and customer
2. Background: Context of the agreement and basic premises
3. Definitions: Key terms used throughout the agreement including technical firewall terminology
4. Service Levels: Detailed metrics and performance standards for firewall services including uptime, throughput, and latency requirements
5. Response Times: Timeframes for different types of incidents and requests, categorized by severity levels
6. Security Requirements: Specific security measures, protocols, and compliance with Singapore's Cybersecurity Act and PDPA requirements
7. Reporting and Monitoring: Requirements for service monitoring, reporting frequency, and types of reports to be provided
8. Term and Termination: Duration of the agreement and conditions for termination or modification
1. Financial Institution Specific Requirements: Additional provisions required by MAS Technology Risk Management Guidelines for financial institutions
2. Cross-border Data Transfers: Specific provisions for international data movement and compliance with ASEAN Framework on Personal Data Protection
3. Industry-Specific Compliance: Additional compliance requirements for specific regulated industries
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service levels, including performance metrics and measurement methodologies
2. Schedule 2 - Pricing Schedule: Detailed pricing structure, payment terms, and any penalties for service level breaches
3. Schedule 3 - Technical Requirements: Specific technical requirements, firewall configurations, and maintenance procedures
4. Schedule 4 - Incident Response Plan: Detailed procedures for handling and escalating security incidents and breaches
5. Schedule 5 - Contact Details: Key contacts for both parties including escalation matrix and emergency contact information
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