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MSP Service Level Agreement
"I need an MSP Service Level Agreement for our Singapore-based fintech startup that's outsourcing all IT operations to a managed service provider, with particular emphasis on data security compliance and 24/7 support requirements, starting from March 2025."
1. Parties: Identification and details of the service provider and client
2. Background: Context and purpose of the agreement
3. Definitions: Key terms used throughout the agreement
4. Services Description: Detailed outline 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 structure and payment terms
8. Data Protection and Security: Compliance with PDPA and security measures
1. Disaster Recovery: Business continuity procedures - include when providing critical services
2. Change Management: Process for implementing changes - include for complex service arrangements
3. Third-Party Services: Management of subcontractors - include when subcontractors are involved
4. Industry-Specific Compliance: Additional regulatory requirements - include for regulated industries
1. Schedule 1 - Service Level Metrics: Detailed performance indicators and measurements
2. Schedule 2 - Price Schedule: Detailed breakdown of fees and charges
3. Schedule 3 - Technical Requirements: Specific technical specifications and requirements
4. Schedule 4 - Data Processing Agreement: Detailed terms for handling personal data
5. Schedule 5 - Business Continuity Plan: Detailed disaster recovery procedures
6. Schedule 6 - Service Credits: Compensation structure for service level failures
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