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Service Availability SLA Template for Singapore

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Key Requirements PROMPT example:

Service Availability SLA

"I need a Service Availability SLA for our new cloud storage platform that will be launching in Singapore in March 2025, with specific focus on data protection compliance and 99.9% uptime guarantees for enterprise customers."

Document background
Service Availability SLAs are essential documents in Singapore's technology-driven business environment, providing a framework for measuring and ensuring service reliability. This document type is particularly crucial given Singapore's position as a regional technology hub and its strict regulatory requirements. The Service Availability SLA establishes clear performance metrics, defines consequences for service failures, and aligns with Singapore's legal framework including data protection and cybersecurity requirements. It's commonly used when organizations need to ensure and maintain specific service levels for critical technology infrastructure or services.
Suggested Sections

1. Parties: Identifies the service provider and customer with full legal details

2. Background: Context of the agreement and relationship between parties

3. Definitions: Key terms used throughout the SLA including technical metrics and service level definitions

4. Service Levels: Detailed specifications of service availability commitments and performance standards

5. Measurement and Monitoring: Methods and procedures for measuring and tracking service level performance

6. Service Credits: Compensation mechanism and calculations for service level failures

7. Reporting: Requirements for performance reporting and review procedures

Optional Sections

1. Data Protection: Provisions for handling personal data and compliance with PDPA requirements

2. Disaster Recovery: Procedures and commitments for service restoration after major incidents

3. Security Requirements: Specific security measures, compliance requirements, and cybersecurity standards

4. Cross-border Data Transfers: Requirements and procedures for international data transfers

Suggested Schedules

1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service levels and performance metrics

2. Schedule 2 - Service Credit Calculation: Detailed formula and examples for calculating service credits

3. Schedule 3 - Technical Support Details: Support procedures, contact information, and escalation paths

4. Schedule 4 - Planned Maintenance Windows: Schedule and procedures for planned maintenance periods

5. Schedule 5 - Compliance Requirements: Specific regulatory and compliance obligations under Singapore law

Authors

Alex Denne

Head of Growth (Open Source Law) @ tiktok³ÉÈ˰æ | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

Relevant legal definitions




















Clauses






























Industries

Electronic Transactions Act (ETA): Primary legislation governing electronic transactions and digital signatures in Singapore, essential for online service agreements

Personal Data Protection Act (PDPA): Comprehensive data protection law regulating the collection, use, disclosure and care of personal data in Singapore

Computer Misuse Act: Legislation addressing cybersecurity offenses and unauthorized access to computer systems

Contracts Act (Cap. 53): Fundamental legislation governing contract formation, validity, and enforcement in Singapore

Telecommunications Act: Regulatory framework for telecommunications services and infrastructure, including IMDA regulations for service providers

MAS Guidelines on Technology Risk Management: Regulatory guidelines for financial institutions regarding technology risk and service availability standards

Healthcare Services Act: Regulatory framework for healthcare services including requirements for healthcare-related technology services

Consumer Protection (Fair Trading) Act: Protection for consumers against unfair practices in B2C transactions

Unfair Contract Terms Act: Legislation controlling the use of unfair terms in contracts and standardized conditions

Supply of Goods Act: Legislation governing contracts for the supply of goods and related services

Cybersecurity Act 2018: Framework for the protection of critical information infrastructure and cybersecurity requirements

Critical Information Infrastructure Regulations: Specific regulations for systems designated as critical information infrastructure in Singapore

PDPA Cross Border Transfer Requirements: Specific provisions within PDPA governing the transfer of personal data outside of Singapore

Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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