The System Availability SLA is essential for organizations operating in Singapore's technology-driven business environment. This agreement type is particularly crucial given Singapore's position as a regional technology hub and its strict regulatory requirements. The System Availability SLA establishes clear metrics for system performance, defines accountability for service disruptions, and provides remedies for breach of service levels, while ensuring compliance with Singapore's technology and data protection laws.
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1. Parties: Identification of service provider and customer
2. Background: Context of the agreement and relationship between parties
3. Definitions: Key terms used throughout the agreement including technical terms, service metrics, and compliance requirements
4. Service Level Commitments: Specific uptime/availability commitments and measurement methods
5. Measurement and Reporting: Methods and frequency of service level measurement and reporting procedures
6. Service Credits: Compensation mechanism and calculations for failing to meet SLAs
7. Force Majeure: Circumstances beyond reasonable control and their impact on SLA obligations
1. Security Requirements: Specific security measures, compliance requirements, and cybersecurity standards applicable under Singapore law
2. Disaster Recovery: Recovery procedures, timelines, and business continuity requirements
3. Data Protection: Requirements under PDPA and related data protection regulations
4. Regulatory Compliance: Specific compliance requirements for regulated industries (e.g., MAS guidelines for financial sector)
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service levels and measurement methods
2. Schedule 2 - Service Credit Calculation: Detailed calculation methodology for service credits and compensation
3. Schedule 3 - Technical Support Details: Support levels, response times, and escalation procedures
4. Schedule 4 - System Architecture: Technical overview of system components covered by SLA
5. Schedule 5 - Compliance Requirements: Detailed regulatory and compliance requirements under Singapore law
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