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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."
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
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
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
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