The IT Helpdesk SLA is essential for organizations requiring structured IT support services in Singapore. This agreement defines the scope, quality, and delivery of helpdesk support, ensuring compliance with Singapore's data protection and cybersecurity regulations. It establishes clear performance metrics, response times, and service standards, protecting both service providers and clients. The document is particularly relevant for businesses seeking to formalize their IT support arrangements while maintaining compliance with local legislation.
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1. Parties: Identifies the service provider and client organization
2. Background: Context of the agreement and basic understanding
3. Definitions: Key terms used throughout the agreement
4. Service Scope: Detailed description of IT helpdesk services covered
5. Service Levels: Response times, resolution times, and performance metrics
6. Operating Hours: Service availability and coverage hours
7. Incident Classification: Priority levels and response requirements
8. Performance Monitoring: How service levels will be measured and reported
1. After-Hours Support: Extended support arrangements outside standard hours, used when 24/7 or extended support is required
2. Disaster Recovery: Emergency procedures and continuity planning, used for critical support services
3. Training Requirements: Staff qualification and training standards, used when specific expertise levels are required
1. Price Schedule: Detailed pricing structure and payment terms
2. Service Level Metrics: Detailed performance indicators and measurement methods
3. Escalation Matrix: Contact details and escalation procedures
4. Incident Report Template: Standard format for reporting and tracking incidents
5. Technical Requirements: Specific technical specifications and requirements
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