The Global SLA is essential for organizations requiring standardized service delivery across multiple jurisdictions while maintaining compliance with Singapore law. This document type is particularly relevant in today's interconnected business environment, where services are increasingly delivered on a global scale. The Global SLA establishes clear performance metrics, service standards, and compliance requirements while incorporating Singapore's sophisticated legal framework and international best practices for cross-border service delivery.
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1. Parties: Identification of service provider and customer, including full legal names and registered addresses
2. Background: Context of the agreement and brief description of services to be provided
3. Definitions: Key terms used throughout the agreement, including technical and service-specific terminology
4. Service Levels: Detailed description of service performance metrics, measurement methods, and reporting
5. Service Credits: Compensation mechanism for service level failures
6. Data Protection and Security: Compliance with PDPA and security requirements
7. Term and Termination: Duration of agreement and termination provisions
1. Disaster Recovery: Business continuity provisions - include for critical services or when required by regulation
2. Change Management: Process for implementing service changes - include for complex service arrangements
3. Transition Services: Requirements for service migration - include when service transition is complex or critical
1. Service Description Schedule: Detailed technical specifications of services
2. Service Level Metrics Schedule: Detailed performance metrics and measurement methodologies
3. Pricing Schedule: Service fees and service credit calculations
4. Security Requirements Schedule: Detailed security standards and requirements
5. Data Processing Agreement: Detailed data protection requirements and procedures
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