This Service Level Agreement (99.9% Uptime) is designed for technology service providers operating under Singapore jurisdiction who need to establish clear, measurable service commitments with their customers. The agreement addresses the increasing demand for high-availability services in the Singapore market, incorporating local regulatory requirements and industry standards. It is particularly relevant for cloud services, mission-critical applications, and regulated industries where service reliability is paramount. The document includes detailed uptime calculations, service credit mechanisms, and compliance with Singapore's technology and data protection laws.
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1. Parties: Identification and details of contracting parties
2. Background: Context and purpose of the agreement
3. Definitions: Key terms used throughout the agreement including service availability, measurement periods, and excluded events
4. Service Levels: Detailed specification of the 99.9% uptime commitment, measurement methodology, and calculation methods
5. Service Credits: Compensation mechanism and credit calculations for service level breaches
6. Monitoring and Reporting: Procedures for monitoring service levels and generating reports
7. Service Provider Obligations: Core obligations including maintenance, support, and incident response
8. Customer Obligations: Customer responsibilities and cooperation requirements
9. Term and Termination: Duration of agreement and termination provisions
10. General Provisions: Standard contract clauses including governing law, dispute resolution, and force majeure
1. Data Protection: PDPA compliance measures and data handling requirements, used when personal data is processed
2. Disaster Recovery: Disaster recovery procedures and commitments, included for critical services or financial sector clients
3. Security Requirements: Specific security standards and certifications, used for sensitive data or regulated industries
4. Compliance with Industry Standards: Additional compliance requirements for specific industries (e.g., MAS Guidelines for financial services)
1. Schedule 1 - Service Level Calculations: Detailed methodology for calculating uptime and service availability
2. Schedule 2 - Service Credit Calculator: Formula and examples for calculating service credits for breaches
3. Schedule 3 - Technical Requirements: Technical specifications and requirements for service delivery
4. Schedule 4 - Incident Response Plan: Procedures and timelines for handling service disruptions
5. Schedule 5 - Service Description: Detailed description of services covered by the SLA
Relevant legal definitions
Clauses
Relevant Industries
Relevant Teams
Relevant Roles
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