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Cloud Service Level Agreement
"I need a Cloud Service Level Agreement for our new enterprise-level cloud storage service launching in Singapore in March 2025, with specific focus on financial services compliance and data protection requirements as we'll be handling sensitive banking data."
1. Parties: Identification of the service provider and customer with full legal names and addresses
2. Background: Context of the agreement and brief description of the cloud services being provided
3. Definitions: Key terms used throughout the agreement including technical terminology
4. Service Description: Detailed description of cloud services covered by the SLA
5. Service Level Commitments: Specific performance metrics, availability guarantees, and response times
6. Security and Data Protection: Security measures, data handling procedures, and compliance with PDPA
7. Service Credits: Compensation mechanism for service level failures
8. Term and Termination: Duration of agreement and termination conditions
1. Disaster Recovery: Business continuity procedures for enterprise-level agreements or critical services
2. Industry-Specific Compliance: Additional compliance requirements for regulated industries such as finance or healthcare
3. Multi-Region Services: Specific provisions for services provided across multiple jurisdictions
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service levels and measurement methods
2. Schedule 2 - Security Standards: Detailed security protocols and compliance certifications
3. Schedule 3 - Service Credit Calculation: Detailed methodology for calculating service credits
4. Schedule 4 - Technical Support Details: Support level definitions and escalation procedures
5. Schedule 5 - Data Processing Agreement: Detailed terms for processing personal data under PDPA requirements
6. Schedule 6 - Business Continuity Plan: Detailed disaster recovery and business continuity procedures
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