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SLA Application
"I need an SLA Application agreement for our new cloud-based CRM software that we'll be providing to enterprise clients in Singapore, with specific focus on 99.9% uptime guarantee and strict data protection measures for financial sector compliance."
1. Parties: Identification of service provider and customer
2. Background: Context and purpose of the SLA
3. Definitions: Key terms used throughout the agreement
4. Service Levels: Detailed description of service performance metrics
5. Service Credits: Compensation mechanism for service level failures
6. Measurement and Reporting: How service levels will be measured and reported
7. Term and Termination: Duration and termination provisions
1. Disaster Recovery: Business continuity provisions for critical services or when required by regulation
2. Data Protection: Specific data handling requirements when personal or sensitive data is involved
3. Security Requirements: Specific security measures and compliance for services involving sensitive information or systems
1. Service Level Metrics: Detailed technical specifications of service levels
2. Service Credit Calculation: Formula and examples for calculating service credits
3. Technical Support Details: Support procedures and contact information
4. Pricing Schedule: Service fees and payment terms
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