The Library Service Level Agreement is essential for organizations requiring professional library services in Singapore. This document establishes clear expectations for service delivery, performance standards, and operational requirements while ensuring compliance with Singapore's regulatory framework. The agreement typically includes detailed service descriptions, performance metrics, data protection measures, and dispute resolution procedures. It's particularly important for organizations needing to formalize their library service arrangements and ensure consistent service quality.
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1. Parties: Identification of the library service provider and the client organization
2. Background: Context of the agreement and basic understanding between parties
3. Definitions: Key terms used throughout the agreement
4. Service Description: Detailed description of library services to be provided
5. Service Levels: Specific performance metrics and standards
6. Operating Hours: Service availability times and schedules
7. Data Protection: PDPA compliance measures and data handling procedures
8. Term and Termination: Duration of agreement and termination conditions
1. Digital Services: Specific terms and conditions for online resource access and digital services. Include when electronic resources are part of service offering
2. Special Collections Access: Terms and conditions for accessing restricted or rare materials. Include when special collections are part of the service scope
3. Inter-Library Services: Terms governing inter-library loans and cooperation arrangements. Include when inter-library services are offered
4. Training Services: Provisions for staff training and user education services. Include when training is part of service package
1. Schedule 1 - Service Level Metrics: Detailed performance indicators and measurement methods
2. Schedule 2 - Fee Schedule: Pricing and payment terms for various services
3. Schedule 3 - Technical Requirements: IT infrastructure and system requirements
4. Schedule 4 - Contact Information: Key personnel and escalation procedures
5. Schedule 5 - User Guidelines: Detailed rules and procedures for library use
6. Schedule 6 - Data Processing Agreement: Detailed PDPA compliance procedures and responsibilities
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