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HR Service Level Agreement
"I need a HR Service Level Agreement for outsourcing our HR operations to a third-party provider in Singapore, with specific KPIs for payroll processing (99.9% accuracy) and employee onboarding (48-hour turnaround), starting March 2025."
1. Parties: Identification and details of the service provider and client organization
2. Background: Context and purpose of the HR services agreement
3. Definitions: Key terms used throughout the agreement including references to Singapore employment legislation
4. Scope of Services: Detailed description of HR services to be provided, ensuring compliance with Singapore employment laws
5. Service Levels: Specific performance metrics and standards for HR service delivery
6. Term and Termination: Duration of agreement and termination conditions aligned with Singapore employment regulations
7. Fees and Payment: Pricing structure and payment terms
8. Compliance Requirements: Obligations under Singapore employment laws, PDPA, and other relevant legislation
9. Confidentiality and Data Protection: Data protection obligations under PDPA and confidentiality requirements
1. Transition Services: Procedures for transitioning HR services from existing providers or internal teams
2. Technology Requirements: Technical specifications for HR systems and data management platforms
3. Business Continuity: Disaster recovery and service continuation plans for critical HR functions
4. Foreign Employment Provisions: Additional requirements when dealing with foreign workforce under Employment of Foreign Manpower Act
5. Union Relations: Procedures for handling union matters under Industrial Relations Act
1. Schedule 1 - Detailed Service Description: Comprehensive breakdown of each HR service offering and delivery specifications
2. Schedule 2 - Service Level Metrics: Detailed KPIs, performance measurements, and reporting requirements
3. Schedule 3 - Price Schedule: Detailed pricing breakdown, payment terms, and fee calculation methods
4. Schedule 4 - Data Protection Requirements: Specific PDPA compliance requirements and data handling procedures
5. Schedule 5 - Escalation Matrix: Contact details and escalation procedures for service issues
6. Schedule 6 - Compliance Checklist: Checklist of relevant Singapore employment laws and regulatory requirements
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