This Vulnerability SLA is designed for organizations requiring formal commitments for vulnerability management services in Singapore. The agreement sets out specific service levels, response times, and remediation commitments for identifying and addressing security vulnerabilities, aligned with Singapore's cybersecurity regulations and industry standards. It is particularly relevant for organizations subject to the Cybersecurity Act 2018 and those requiring structured vulnerability management processes. The document includes detailed metrics, reporting requirements, and compliance obligations specific to Singapore's regulatory environment.
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1. Parties: Identification of service provider and client
2. Background: Context and purpose of the vulnerability management service
3. Definitions: Key terms including vulnerability categories, severity levels, and response times
4. Service Levels: Detailed response times and remediation commitments for different vulnerability categories
5. Reporting Requirements: Frequency and format of vulnerability reports
6. Incident Response Process: Steps to be taken when vulnerabilities are discovered
7. Performance Measurement: Metrics and KPIs for measuring compliance
1. Industry-Specific Compliance: Additional requirements for regulated industries (e.g., financial services, healthcare)
2. Cross-Border Considerations: Requirements for international data transfer and compliance when services span multiple jurisdictions
3. Third-Party Integration: Requirements for handling third-party security tools when external security tools are part of the solution
1. Severity Level Definitions: Detailed criteria for categorizing vulnerabilities
2. Response Time Matrix: Detailed breakdown of response times by severity level
3. Reporting Templates: Standard formats for vulnerability reports
4. Pricing Schedule: Fee structure and service costs
5. Technical Requirements: Specific technical standards and protocols to be followed
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