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Service Level Agreement Availability
"I need a Service Level Agreement Availability for my cloud hosting company based in Singapore, with strict uptime guarantees of 99.99% and significant service credits for any breaches, to be implemented from January 2025."
1. Parties: Identification of service provider and customer
2. Background: Context and purpose of the SLA
3. Definitions: Key terms used throughout the agreement including availability metrics, downtime, scheduled maintenance
4. Service Levels: Specific availability commitments, uptime guarantees, and performance metrics
5. Measurement and Reporting: Methods for measuring availability, reporting frequency, and monitoring tools
6. Service Credits: Compensation mechanism and calculations for service level failures
7. Force Majeure: Circumstances beyond reasonable control that excuse performance
8. Term and Termination: Duration of agreement and conditions for termination
9. Governing Law: Specification of Singapore law as governing law and jurisdiction
1. Security Requirements: Specific security measures, compliance requirements, and certifications when dealing with sensitive data or regulated industries
2. Disaster Recovery: Recovery procedures, timelines, and business continuity measures for critical services
3. Data Protection: PDPA compliance measures and specific data handling requirements when processing personal data
4. Change Management: Procedures for implementing changes to service levels or technical specifications
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of availability measurements and calculation methods
2. Schedule 2 - Service Credit Calculations: Detailed formula and examples for calculating service credits for various breach scenarios
3. Schedule 3 - Technical Support Details: Support levels, response times, and escalation procedures for various incident types
4. Schedule 4 - Incident Management Procedures: Step-by-step procedures for handling and reporting service disruptions
5. Schedule 5 - Contact Details: List of key contacts for both parties including technical, management and emergency contacts
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