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System Availability SLA Template for Singapore

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Key Requirements PROMPT example:

System Availability SLA

"Need to draft a System Availability SLA for our new cloud storage service launching in March 2025, with 99.9% uptime commitment and specific provisions for financial sector compliance in Singapore."

Document background
The System Availability SLA is essential for organizations operating in Singapore's technology-driven business environment. This agreement type is particularly crucial given Singapore's position as a regional technology hub and its strict regulatory requirements. The System Availability SLA establishes clear metrics for system performance, defines accountability for service disruptions, and provides remedies for breach of service levels, while ensuring compliance with Singapore's technology and data protection laws.
Suggested Sections

1. Parties: Identification of service provider and customer

2. Background: Context of the agreement and relationship between parties

3. Definitions: Key terms used throughout the agreement including technical terms, service metrics, and compliance requirements

4. Service Level Commitments: Specific uptime/availability commitments and measurement methods

5. Measurement and Reporting: Methods and frequency of service level measurement and reporting procedures

6. Service Credits: Compensation mechanism and calculations for failing to meet SLAs

7. Force Majeure: Circumstances beyond reasonable control and their impact on SLA obligations

Optional Sections

1. Security Requirements: Specific security measures, compliance requirements, and cybersecurity standards applicable under Singapore law

2. Disaster Recovery: Recovery procedures, timelines, and business continuity requirements

3. Data Protection: Requirements under PDPA and related data protection regulations

4. Regulatory Compliance: Specific compliance requirements for regulated industries (e.g., MAS guidelines for financial sector)

Suggested Schedules

1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service levels and measurement methods

2. Schedule 2 - Service Credit Calculation: Detailed calculation methodology for service credits and compensation

3. Schedule 3 - Technical Support Details: Support levels, response times, and escalation procedures

4. Schedule 4 - System Architecture: Technical overview of system components covered by SLA

5. Schedule 5 - Compliance Requirements: Detailed regulatory and compliance requirements under Singapore law

Authors

Alex Denne

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

Relevant legal definitions



































Clauses






























Industries

Personal Data Protection Act (PDPA): Singapore's primary data protection legislation that governs the collection, use, disclosure, and care of personal data. Must be considered for data handling aspects of system availability.

Computer Misuse Act: Legislation dealing with cybercrime and unauthorized access to computer systems. Relevant for security aspects of system availability and incident response.

Electronic Transactions Act: Provides legal foundation for electronic transactions and digital signatures. Important for electronic service delivery and contractual validity.

Cybersecurity Act 2018: Framework for protection of Critical Information Infrastructure (CII) and cybersecurity requirements. Essential for system security standards.

MAS Technology Risk Management Guidelines: Specific guidelines from Monetary Authority of Singapore for financial institutions regarding technology risk and system availability requirements.

Healthcare Services Act (HCSA): Regulatory requirements for healthcare service providers including IT systems and data availability in healthcare context.

Consumer Protection (Fair Trading) Act: Protects consumers against unfair practices and ensures fair contract terms, including service level commitments.

Unfair Contract Terms Act: Regulates unfair terms in contracts, ensuring balanced and reasonable SLA terms between parties.

Guidelines for Data Center Green Mark Scheme: Environmental and efficiency guidelines for data centers that may impact system hosting and availability requirements.

Building Control Act and Regulations: Regulations governing physical infrastructure that houses IT systems, relevant for data center and system hosting requirements.

ISO/IEC 27001: International standard for information security management systems, providing framework for securing system availability.

ISO 22301: International standard for business continuity management, relevant for ensuring system availability during disruptions.

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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