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Infrastructure SLA for Singapore

Infrastructure SLA Template for Singapore

An Infrastructure Service Level Agreement (SLA) under Singapore law that establishes performance metrics, service standards, and accountability measures for infrastructure services. The document incorporates Singapore's regulatory requirements, including PDPA compliance, cybersecurity standards, and relevant industry guidelines. It defines service levels, monitoring mechanisms, reporting requirements, and remedies for service failures while ensuring alignment with Singapore's legal framework.

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What is a Infrastructure SLA?

This Infrastructure SLA is designed for use in Singapore-based infrastructure service arrangements, establishing clear performance metrics and accountability measures. The document addresses the specific requirements of Singapore's regulatory environment, including data protection, cybersecurity, and industry-specific compliance needs. It serves as a crucial agreement for organizations requiring reliable infrastructure services, incorporating detailed service levels, monitoring mechanisms, and remediation processes. The Infrastructure SLA provides a comprehensive framework for managing service provider relationships while ensuring compliance with Singapore's legal and regulatory requirements.

What sections should be included in a Infrastructure SLA?

1. Parties: Identification of service provider and customer with full legal names and addresses

2. Background: Context and purpose of the SLA, including the nature of infrastructure services to be provided

3. Definitions: Key terms used throughout the agreement including technical infrastructure terminology

4. Service Levels: Detailed performance metrics, standards, and measurement methodology for infrastructure services

5. Service Credits: Compensation mechanism and calculations for service level failures

6. Monitoring and Reporting: Methods and tools for tracking and reporting performance metrics

7. Response and Resolution Times: Specified timeframes for addressing different categories of infrastructure issues

8. Maintenance and Support: Terms for regular maintenance, updates, and technical support services

9. Term and Termination: Duration of the agreement and conditions for termination

What sections are optional to include in a Infrastructure SLA?

1. Business Continuity: Disaster recovery procedures and business continuity planning for critical infrastructure

2. Security Requirements: Specific security protocols, standards, and compliance requirements for infrastructure

3. Data Processing: Data handling, protection measures, and compliance with Singapore's PDPA requirements

4. Regulatory Compliance: Specific provisions addressing compliance with Singapore's infrastructure-related regulations

What schedules should be included in a Infrastructure SLA?

1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service levels including uptime, performance, and reliability metrics

2. Schedule 2 - Pricing and Service Credits: Detailed breakdown of service credits calculation and penalty mechanisms

3. Schedule 3 - Technical Infrastructure Specifications: Comprehensive details of infrastructure components, architecture, and technical requirements

4. Schedule 4 - Incident Response Procedures: Step-by-step procedures for handling various categories of service disruptions

5. Schedule 5 - Compliance Requirements: Specific regulatory and compliance requirements applicable to the infrastructure services

Authors

Alex Denne

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

Jurisdiction

Singapore

Publisher

Ƶ

Cost

Free to use
Relevant legal definitions

































Clauses





























Industries

Personal Data Protection Act 2012: Primary legislation governing the collection, use, disclosure, and care of personal data in Singapore. Essential for data protection clauses in Infrastructure SLAs.

Computer Misuse Act: Legislation addressing unauthorized access to computer systems and cybercrime. Relevant for security breach provisions and cybersecurity requirements.

Cybersecurity Act 2018: Framework for protection of Critical Information Infrastructure (CII) and cybersecurity incident reporting. Important for security compliance requirements.

Electronic Transactions Act: Governs electronic transactions and digital signatures. Relevant for contract execution and electronic records maintenance.

Telecommunications Act: Regulates telecommunication systems and services in Singapore. Important for infrastructure and connectivity requirements.

IMDA Cloud Outage Guidelines: Regulatory guidelines for managing cloud service disruptions and outages. Essential for incident response and service recovery provisions.

MAS Technology Risk Management Guidelines: Guidelines for technology risk management in financial sector. Applicable if the infrastructure supports financial services.

PDPC Advisory Guidelines: Detailed guidance on implementing PDPA requirements. Important for ensuring compliance with data protection obligations.

Singapore Contract Law: General contract law principles governing formation and enforcement of contracts in Singapore.

Unfair Contract Terms Act: Regulates unfair terms in contracts. Important for ensuring balance and fairness in SLA terms.

Industry-Specific Regulations: Sector-specific regulatory requirements that may apply depending on the industry (healthcare, finance, etc.).

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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