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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."
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
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)
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
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