The Service License Agreement (SLA) is essential for businesses operating in Singapore that provide ongoing services requiring specific performance standards and measurements. This document establishes clear expectations, responsibilities, and remedies for both service providers and customers. It includes detailed service descriptions, performance metrics, response times, and compliance requirements with Singapore regulations. The SLA is particularly crucial for technology services, managed services, and other business-critical operations where service quality and availability are paramount.
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1. Parties: Identification of service provider and customer, including full legal names and registration details
2. Background: Context and purpose of the agreement, including brief description of services
3. Definitions: Key terms used throughout the agreement, including technical and legal definitions
4. Service Description: Detailed description of services provided, including scope and delivery methods
5. Service Levels: Performance metrics, standards, and measurement methodology
6. Payment Terms: Fees, payment schedule, billing procedures, and late payment consequences
7. Term and Termination: Duration of agreement, renewal terms, and termination conditions
8. Warranties and Representations: Service provider's guarantees and customer's acknowledgments
9. Liability and Indemnification: Limitation of liability and mutual indemnification provisions
10. Force Majeure: Circumstances beyond reasonable control affecting service delivery
1. Data Protection: PDPA compliance measures and data handling procedures, required when personal data is processed
2. Disaster Recovery: Business continuity procedures and recovery time objectives, recommended for critical services
3. Change Management: Procedures for service modifications and updates, suitable for complex services
4. Security Requirements: Specific security protocols and compliance requirements, necessary for sensitive data handling
5. Audit Rights: Customer's rights to audit service provider's compliance, relevant for regulated industries
1. Schedule 1 - Service Level Metrics: Detailed performance indicators, measurements, and reporting requirements
2. Schedule 2 - Price Schedule: Detailed pricing structure, rates, and any volume-based discounts
3. Schedule 3 - Technical Specifications: Technical details of service delivery, infrastructure requirements
4. Schedule 4 - Data Processing Agreement: Specific terms for handling personal data under PDPA requirements
5. Schedule 5 - Support Services: Details of support levels, response times, and escalation procedures
Relevant legal definitions
Clauses
Relevant Industries
Relevant Teams
Relevant Roles
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