A Simple Service Level Agreement is essential for businesses operating in Singapore that need to establish clear, measurable service standards with their providers. This document type is particularly relevant in the context of Singapore's sophisticated business environment and regulatory framework, which emphasizes clarity and enforceability in business relationships. The agreement typically includes specific performance metrics, reporting requirements, and remedial actions for service failures, while ensuring compliance with Singapore's Contract Law and related regulations. It serves as a foundational document for service relationships, providing both parties with clear expectations and recourse.
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1. Parties: Identification and details of service provider and customer
2. Background: Context and purpose of the agreement
3. Definitions: Key terms used throughout the agreement
4. Service Description: Detailed description of services to be provided
5. Service Levels: Specific performance metrics and standards
6. Performance Measurement: How service levels will be measured and reported
7. Service Credits: Compensation for failure to meet service levels
8. Term and Termination: Duration of agreement and conditions for termination
9. Fees and Payment: Payment terms, fees, and invoicing procedures
10. General Provisions: Standard legal provisions including governing law and jurisdiction
1. Data Protection: Provisions for handling personal data under PDPA requirements
2. Business Continuity: Disaster recovery and service continuation plans for critical services
3. Change Management: Procedures for implementing service modifications and updates
4. Security Requirements: Specific security measures and compliance requirements
5. Audit Rights: Rights and procedures for auditing service performance
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service levels and performance targets
2. Schedule 2 - Pricing Schedule: Detailed breakdown of fees, charges, and payment terms
3. Schedule 3 - Service Credit Calculation: Formula and examples for calculating service credits for performance failures
4. Schedule 4 - Escalation Matrix: Contact details and procedures for issue escalation
5. Schedule 5 - Service Description: Detailed technical and operational specifications of services
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