This Firewall SLA is designed for use in Singapore when establishing a formal agreement for the provision of firewall services. The document addresses the critical need for defined service levels, security protocols, and compliance requirements in line with Singapore's stringent cybersecurity regulations. It sets out clear performance metrics, response times, and accountability measures while incorporating requirements from the Cybersecurity Act 2018 and related legislation. This agreement is particularly relevant for organizations seeking to formalize their firewall service arrangements with clear, measurable outcomes and compliance standards.
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1. Parties: Details of the service provider and customer
2. Background: Context of the agreement and basic premises
3. Definitions: Key terms used throughout the agreement including technical firewall terminology
4. Service Levels: Detailed metrics and performance standards for firewall services including uptime, throughput, and latency requirements
5. Response Times: Timeframes for different types of incidents and requests, categorized by severity levels
6. Security Requirements: Specific security measures, protocols, and compliance with Singapore's Cybersecurity Act and PDPA requirements
7. Reporting and Monitoring: Requirements for service monitoring, reporting frequency, and types of reports to be provided
8. Term and Termination: Duration of the agreement and conditions for termination or modification
1. Financial Institution Specific Requirements: Additional provisions required by MAS Technology Risk Management Guidelines for financial institutions
2. Cross-border Data Transfers: Specific provisions for international data movement and compliance with ASEAN Framework on Personal Data Protection
3. Industry-Specific Compliance: Additional compliance requirements for specific regulated industries
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service levels, including performance metrics and measurement methodologies
2. Schedule 2 - Pricing Schedule: Detailed pricing structure, payment terms, and any penalties for service level breaches
3. Schedule 3 - Technical Requirements: Specific technical requirements, firewall configurations, and maintenance procedures
4. Schedule 4 - Incident Response Plan: Detailed procedures for handling and escalating security incidents and breaches
5. Schedule 5 - Contact Details: Key contacts for both parties including escalation matrix and emergency contact information
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