The Data Warehouse SLA is essential for organizations operating in Singapore that require robust data storage and processing capabilities. This agreement sets out the terms and conditions under which data warehouse services are provided, including specific performance metrics, security protocols, and compliance requirements. The document addresses Singapore's stringent data protection requirements while establishing clear service standards and operational parameters. It is particularly crucial given the increasing importance of data management and the need to comply with local regulations such as the PDPA and Cybersecurity Act.
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1. Parties: Identification and details of the service provider and client
2. Background: Context and purpose of the SLA
3. Definitions: Key terms used throughout the agreement
4. Service Levels: Detailed performance metrics, availability requirements, and response times
5. Security Requirements: Data security protocols, access controls, and compliance requirements
6. Data Management: Data handling, storage, backup, and recovery procedures
7. Reporting and Monitoring: Performance monitoring and reporting obligations
8. Term and Termination: Duration of agreement and termination conditions
9. Liability and Indemnification: Allocation of risks and responsibilities between parties
1. Disaster Recovery: Specific disaster recovery procedures for critical data and systems
2. Cross-border Data Transfers: Requirements and procedures for international data movement
3. Industry-Specific Compliance: Additional compliance requirements for regulated sectors like finance or healthcare
4. Change Management: Procedures for implementing changes to services or requirements
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service levels and measurement methods
2. Schedule 2 - Pricing Schedule: Detailed pricing structure and payment terms
3. Schedule 3 - Security Protocols: Detailed security requirements and procedures
4. Schedule 4 - Data Processing Agreement: Specific terms for data processing activities and PDPA compliance
5. Schedule 5 - Incident Response Plan: Detailed procedures for handling security incidents and breaches
6. Schedule 6 - Performance Reports: Templates and requirements for regular performance reporting
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