The Uptime Agreement is essential for businesses requiring guaranteed service availability levels in Singapore. This document establishes clear metrics for system availability, defines measurement methods, and outlines remedies for service interruptions. It's particularly relevant in the context of Singapore's growing digital economy and complies with local electronic transaction laws and data protection requirements. The agreement typically includes detailed service level commitments, monitoring procedures, and service credit calculations, providing both parties with clear expectations and remedies.
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1. Parties: Identification and details of the contracting parties
2. Background: Context and purpose of the agreement
3. Definitions: Key terms used throughout the agreement including technical definitions of uptime, downtime, maintenance windows
4. Service Level Commitments: Specific uptime guarantees and performance metrics, including measurement periods and calculation methods
5. Measurement and Reporting: Methods for measuring and reporting uptime, including monitoring tools and reporting frequency
6. Service Credits: Compensation mechanism for failing to meet SLAs, including calculation methods and claim procedures
7. Force Majeure: Circumstances beyond reasonable control that excuse performance
8. Term and Termination: Duration of agreement and circumstances for termination
1. Data Protection: PDPA compliance provisions for handling personal data and ensuring data availability
2. Disaster Recovery: Recovery procedures and commitments for system restoration
3. Security Requirements: Specific security standards and measures for system protection
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of uptime measurements and calculation methodologies
2. Schedule 2 - Service Credit Calculation: Formula and examples for calculating service credits for different levels of service breaches
3. Schedule 3 - Excluded Events: Comprehensive list of events not counting towards downtime calculations
4. Schedule 4 - Technical Support Details: Support procedures, escalation matrix, and contact information
Relevant legal definitions
Clauses
Relevant Industries
Relevant Teams
Relevant Roles
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