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SLA API
"I need an API SLA agreement for my fintech company that will provide payment processing APIs to Singapore-based banks, with strict uptime requirements of 99.99% and comprehensive data protection measures compliant with MAS guidelines."
1. Parties: Identification of service provider and customer, including registered addresses and company details
2. Background: Context of the agreement and brief description of the API service being provided
3. Definitions: Key terms used throughout the agreement including technical terminology
4. Service Description: Detailed description of the API service, endpoints, and functionality
5. Service Level Requirements: Specific performance metrics, availability targets, and response times
6. Support and Maintenance: Details of support services, maintenance windows, and incident response
7. Data Protection and Security: PDPA compliance measures and security requirements
8. Fees and Payment: Pricing structure, payment terms, and billing procedures
9. Term and Termination: Duration of agreement and termination conditions
1. Service Credits: Compensation mechanism for service level failures - used when implementing a credit-based penalty system
2. Disaster Recovery: Business continuity and disaster recovery procedures - used for critical services or when required by regulatory compliance
3. Change Management: Procedures for implementing changes to the API - used for complex APIs or when frequent updates are expected
4. Compliance Requirements: Industry-specific regulatory requirements - used when operating in regulated industries (e.g., financial services)
1. Technical Specification: Detailed API documentation, endpoints, and technical requirements
2. Service Level Metrics: Detailed breakdown of SLA metrics and measurement methodologies
3. Price List: Detailed pricing structure and rate card
4. Support Procedures: Detailed support processes, escalation procedures, and contact information
5. Security Requirements: Detailed security protocols and compliance requirements
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