Customer Based Service Level Agreements are essential documents for businesses providing services in Singapore, establishing clear expectations and accountability for service delivery. These agreements are particularly important in regulated industries and must comply with Singapore's strict regulatory environment. The SLA defines key performance indicators, service standards, and remedies for non-performance, while incorporating requirements from the Personal Data Protection Act and industry-specific regulations. This type of agreement is crucial for protecting both service providers and customers by clearly documenting service expectations and obligations.
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1. Parties: Identification of service provider and customer with full legal details
2. Background: Context of the agreement and brief description of services to be provided
3. Definitions: Key terms used throughout the agreement including service levels, metrics, and technical terminology
4. Service Descriptions: Detailed description of services covered by the agreement and service delivery parameters
5. Service Levels: Specific performance metrics, standards, and measurement methodologies
6. Service Credits: Compensation mechanism for service level failures including calculation methods
7. Reporting and Review: Performance monitoring, reporting procedures, and periodic review mechanisms
8. Data Protection: PDPA compliance measures, data handling procedures, and privacy obligations
1. Business Continuity: Disaster recovery procedures and business continuity planning for critical services
2. Security Requirements: Specific security standards, protocols, and compliance requirements for IT services
3. Change Management: Procedures for service modifications and change request handling
1. Schedule 1 - Service Level Metrics: Detailed performance indicators and measurement methods
2. Schedule 2 - Pricing Schedule: Service fees, payment terms, and pricing mechanisms
3. Schedule 3 - Technical Specifications: Detailed technical requirements, standards, and service specifications
4. Schedule 4 - Service Credit Calculations: Formula and examples for service credit calculations and compensation methods
5. Schedule 5 - Contact Details: Key personnel, escalation procedures, and communication protocols
Relevant legal definitions
Clauses
Relevant Industries
Relevant Teams
Relevant Roles
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