The Generic SLA serves as a foundational document for establishing service delivery standards and accountability mechanisms in Singapore. This agreement type is essential when organizations need to formalize service expectations, performance metrics, and remedial measures. The document incorporates key elements required under Singapore law, including compliance with the Contracts Act and data protection regulations. A Generic SLA typically includes detailed service descriptions, performance standards, measurement methodologies, and service credits, providing a comprehensive framework for managing service relationships while ensuring legal compliance.
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1. Parties: Identification and details of the service provider and service recipient
2. Background: Context and purpose of the SLA
3. Definitions: Key terms used throughout the agreement
4. Service Descriptions: Detailed description of services to be provided
5. Service Levels: Performance metrics and standards
6. Measurement and Reporting: How service levels will be measured and reported
7. Service Credits: Compensation for failure to meet service levels
8. Term and Termination: Duration and termination provisions
1. Change Management: Process for implementing changes to services - recommended for complex or long-term service arrangements
2. Disaster Recovery: Business continuity provisions - recommended for critical services or IT-related SLAs
3. Security Requirements: Specific security measures and protocols - recommended when handling sensitive data or systems
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service levels
2. Schedule 2 - Price and Payment Schedule: Detailed pricing structure and payment terms
3. Schedule 3 - Service Credit Calculation: Formula and examples for calculating service credits
4. Schedule 4 - Reporting Templates: Standard formats for service level reporting
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