The IT Outsourcing Service Level Agreement is essential for organizations in Singapore seeking to formalize their IT service arrangements with external providers. This document is particularly relevant given Singapore's stringent regulatory environment and its position as a major technology hub in Asia. The agreement covers critical aspects such as service delivery standards, data protection requirements under PDPA, cybersecurity measures, and compliance with local technology risk management guidelines. It serves as a foundational document for managing IT service relationships while ensuring regulatory compliance.
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1. Parties: Identification of service provider and client with full legal details
2. Background: Context of the agreement and brief description of services to be provided
3. Definitions: Key terms used throughout the agreement including technical terminology
4. Services: Detailed description of IT services to be provided
5. Service Levels: Specific performance metrics, KPIs, and measurement methods
6. Data Protection and Security: PDPA compliance requirements and security measures
7. Fees and Payment: Pricing structure, payment terms, and billing procedures
8. Term and Termination: Duration of agreement and termination conditions
1. Change Management: Procedures for implementing changes to services - recommended for complex or long-term engagements
2. Business Continuity: Disaster recovery and business continuity procedures - essential for critical services or regulated industries
3. Transition Services: Process for transitioning services in/out - recommended when complex implementation or exit is expected
4. Compliance with Industry Standards: Specific industry compliance requirements - necessary for regulated industries like finance or healthcare
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and KPIs
2. Schedule 2 - Pricing Schedule: Detailed breakdown of fees and pricing structure
3. Schedule 3 - Security Requirements: Detailed security protocols and requirements
4. Schedule 4 - Data Processing Agreement: Specific terms for handling personal data under PDPA
5. Schedule 5 - Business Continuity Plan: Detailed procedures for service continuity
6. Schedule 6 - Exit Plan: Detailed procedures for service termination and transition
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