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Multi Level Service Agreement
"I need a Multi Level Service Agreement for our cloud infrastructure services, covering three tiers of service delivery across our APAC operations, with specific focus on financial services compliance requirements in Singapore and quarterly performance reviews starting from March 2025."
1. Parties: Identification and details of all contracting parties
2. Background: Context and purpose of the MLSA
3. Definitions: Key terms used throughout the agreement
4. Service Levels: Core service levels, metrics, and performance standards
5. Service Credits: Compensation mechanism for service level failures
6. Measurement and Reporting: How service levels will be measured and reported
7. Governance: Management structure and review processes
8. Term and Termination: Duration and termination provisions
1. Data Protection: Compliance requirements with Singapore PDPA and data protection regulations
2. Industry-Specific Compliance: Additional regulatory requirements for specific sectors such as financial services or healthcare
3. Business Continuity: Disaster recovery and business continuity planning requirements
4. Security Requirements: Specific security standards, protocols, and compliance measures
1. Schedule 1 - Service Level Definitions: Detailed technical specifications of service levels and performance metrics
2. Schedule 2 - Pricing Schedule: Service credits, penalties, and financial terms
3. Schedule 3 - Reporting Templates: Standard formats for service level reporting and monitoring
4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures for different service levels
5. Schedule 5 - Technical Requirements: Detailed technical specifications and system requirements
6. Schedule 6 - Service Level Calculation Methodology: Detailed explanation of how service level metrics are calculated and measured
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