The SLA Supplier Agreement is essential for businesses operating in Singapore that require formal documentation of service commitments and performance standards. This agreement type is particularly crucial when establishing measurable service levels, response times, and quality metrics. It incorporates Singapore's legal requirements, including data protection obligations under PDPA, cybersecurity requirements, and industry-specific regulations. The SLA Supplier Agreement serves as a comprehensive framework for managing service delivery, performance monitoring, and remedy mechanisms while ensuring compliance with Singapore's legal and regulatory environment.
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1. Parties: Identification and details of the service provider and customer
2. Background: Context of the agreement and relationship between parties
3. Definitions: Key terms used throughout the agreement, including Singapore-specific legal terminology
4. Services: Detailed description of services to be provided under Singapore law
5. Service Levels: Specific performance metrics and standards compliant with Singapore regulations
6. Payment Terms: Pricing, payment schedule, and related conditions under Singapore law
7. Term and Termination: Duration of agreement and termination provisions as per Singapore Contract Act
8. Data Protection: Compliance with Singapore PDPA and data handling requirements
1. Business Continuity: Disaster recovery provisions and business continuity requirements
2. Security Requirements: IT and physical security measures compliant with Singapore Computer Misuse Act
3. Compliance with Standards: Industry-specific compliance requirements under Singapore regulations
4. Change Management: Process for implementing changes to services and related documentation
1. Schedule 1 - Service Level Metrics: Detailed performance indicators and measurement methods
2. Schedule 2 - Pricing Schedule: Detailed breakdown of costs and pricing structure
3. Schedule 3 - Technical Requirements: Specific technical specifications and requirements
4. Schedule 4 - Service Credits: Calculation and application of service credits for underperformance
5. Schedule 5 - Incident Management Procedures: Process for handling service disruptions and incidents
6. Schedule 6 - Contact Details: Key personnel and escalation contacts for both parties
Relevant legal definitions
Clauses
Relevant Industries
Relevant Teams
Relevant Roles
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