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Infrastructure SLA
"I need an Infrastructure SLA for our cloud services provider that includes stringent uptime requirements of 99.99% and comprehensive security measures, as we are a financial institution operating in Singapore with strict regulatory compliance needs."
1. Parties: Identification of service provider and customer with full legal names and addresses
2. Background: Context and purpose of the SLA, including the nature of infrastructure services to be provided
3. Definitions: Key terms used throughout the agreement including technical infrastructure terminology
4. Service Levels: Detailed performance metrics, standards, and measurement methodology for infrastructure services
5. Service Credits: Compensation mechanism and calculations for service level failures
6. Monitoring and Reporting: Methods and tools for tracking and reporting performance metrics
7. Response and Resolution Times: Specified timeframes for addressing different categories of infrastructure issues
8. Maintenance and Support: Terms for regular maintenance, updates, and technical support services
9. Term and Termination: Duration of the agreement and conditions for termination
1. Business Continuity: Disaster recovery procedures and business continuity planning for critical infrastructure
2. Security Requirements: Specific security protocols, standards, and compliance requirements for infrastructure
3. Data Processing: Data handling, protection measures, and compliance with Singapore's PDPA requirements
4. Regulatory Compliance: Specific provisions addressing compliance with Singapore's infrastructure-related regulations
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service levels including uptime, performance, and reliability metrics
2. Schedule 2 - Pricing and Service Credits: Detailed breakdown of service credits calculation and penalty mechanisms
3. Schedule 3 - Technical Infrastructure Specifications: Comprehensive details of infrastructure components, architecture, and technical requirements
4. Schedule 4 - Incident Response Procedures: Step-by-step procedures for handling various categories of service disruptions
5. Schedule 5 - Compliance Requirements: Specific regulatory and compliance requirements applicable to the infrastructure services
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