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Master Service Level Agreement
"I need a Master Service Level Agreement for my Singapore-based IT consultancy firm to provide cloud migration services to enterprise clients, with specific focus on data protection compliance and performance metrics for system availability of 99.9%."
1. Parties: Identification and details of contracting parties
2. Background: Context and purpose of the agreement
3. Definitions: Key terms used throughout the agreement
4. Services: Detailed description of services to be provided
5. Service Levels: Performance metrics, KPIs, and measurement methods
6. Fees and Payment: Pricing, payment terms, and invoicing procedures
7. Term and Termination: Duration, renewal, and termination conditions
8. Data Protection: PDPA compliance and data handling requirements
9. Confidentiality: Protection of confidential information
10. Governing Law: Singapore law and jurisdiction specifications
1. Change Management: Procedures for service modifications - recommended for complex or long-term service arrangements
2. Disaster Recovery: Business continuity provisions - recommended for critical services or IT infrastructure
3. Security Requirements: Specific security protocols and standards - recommended for technology or data-intensive services
4. Audit Rights: Client's right to audit service provider - recommended for regulated industries or critical services
1. Service Description Schedule: Detailed technical specifications of services
2. Service Level Metrics: Detailed KPIs and measurement methodologies
3. Price Schedule: Detailed pricing structure and rates
4. Data Processing Agreement: Detailed data handling procedures and compliance requirements
5. Business Continuity Plan: Detailed recovery procedures and contingency plans
6. Contact Matrix: Key personnel and escalation procedures
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