The Service Based SLA is essential for businesses operating in Singapore who need to establish clear, measurable service standards and accountability mechanisms. This document type is particularly crucial when implementing service-based relationships that require specific performance metrics, service credits, and remediation processes. The agreement ensures compliance with Singapore's legal framework while protecting both parties' interests through detailed service specifications, performance measurements, and remedy mechanisms. Service Based SLAs are commonly used in technology, telecommunications, and professional services sectors, where service quality and reliability are paramount.
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1. Parties: Identification and details of the service provider and customer
2. Background: Context and purpose of the SLA
3. Definitions: Key terms used throughout the agreement
4. Service Descriptions: Detailed description of services to be provided
5. Service Levels: Specific performance metrics and standards
6. Performance Measurement: How service levels will be measured and reported
7. Service Credits: Compensation for failure to meet service levels
8. Term and Termination: Duration and termination provisions
1. Disaster Recovery: Business continuity provisions for critical services or when required by regulation
2. Security Requirements: Specific security standards and protocols for handling sensitive data or regulated services
3. Change Management: Process for implementing changes to services, relevant for complex or evolving services
1. Service Description Schedule: Detailed technical specifications of services
2. Service Level Metrics: Detailed performance indicators and measurement methodologies
3. Pricing Schedule: Service fees and payment terms
4. Service Credit Calculations: Formula and examples for service credit calculations
5. Technical Requirements: Specific technical standards and requirements
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