The Dynamic SLA is designed for modern business relationships where static service levels are insufficient to meet evolving operational needs. This agreement type is particularly relevant in Singapore's advanced digital economy, where businesses require flexible service delivery frameworks. Dynamic SLAs incorporate automated monitoring systems, real-time performance tracking, and adaptive service level targets that can evolve with changing business requirements. The document includes comprehensive provisions for measurement, reporting, and service credit mechanisms while ensuring compliance with Singapore's regulatory framework.
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1. Parties: Identification of contracting parties and their details
2. Background: Context and purpose of the SLA
3. Definitions: Key terms used throughout the agreement
4. Service Levels: Detailed performance metrics and standards
5. Measurement and Monitoring: Methods for tracking and reporting service levels
6. Service Credits: Compensation mechanism for service level failures
7. Governance: Management and oversight of the agreement
1. Change Management: Process for modifying service levels - recommended for long-term agreements or complex services
2. Force Majeure: Provisions for unforeseeable circumstances - recommended when service delivery depends on external factors
3. Data Protection: Specific data handling requirements - essential when personal or sensitive data is involved
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service levels
2. Schedule 2 - Service Credit Calculation: Formula and examples for credit calculations
3. Schedule 3 - Reporting Templates: Standard formats for performance reporting
4. Schedule 4 - Technical Requirements: Specific technical standards and requirements
5. Schedule 5 - Escalation Matrix: Contact details and procedures for issue resolution
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