The Service Management Contract is essential for organizations in Singapore seeking to formalize their service delivery arrangements. This document is particularly relevant when establishing long-term service relationships requiring structured governance and clear performance metrics. It addresses key aspects of service delivery, including scope, service levels, pricing, and operational procedures, while ensuring compliance with Singapore's legal framework. The contract type is commonly used in outsourcing arrangements, managed services, and professional service engagements where ongoing service management is critical to business operations.
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1. Parties: Identification and details of contracting parties
2. Background: Context and purpose of the service management arrangement
3. Definitions: Key terms used throughout the agreement
4. Scope of Services: Detailed description of services to be provided
5. Service Levels: Performance metrics and standards
6. Term and Termination: Duration and conditions for ending the agreement
7. Fees and Payment: Pricing, payment terms, and invoicing
8. Governance: Management structure and decision-making processes
1. Change Management: Procedures for implementing changes to services, applicable for complex or long-term service arrangements
2. Transition Services: Handover and implementation procedures when services are being transferred from another provider
3. Business Continuity: Disaster recovery and continuity plans for critical services or high-risk environments
4. Data Protection: Specific data handling requirements when personal or sensitive data is involved
1. Service Level Agreement (SLA): Detailed performance metrics and measurement criteria
2. Pricing Schedule: Detailed breakdown of fees and charges
3. Service Description: Detailed technical specifications of services
4. Key Personnel: List of key staff and their roles
5. Governance Procedures: Detailed procedures for service management
6. Exit Plan: Procedures for service termination and transition
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