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Service Level Agreement In Procurement
"I need a Service Level Agreement In Procurement under Singapore law for IT infrastructure services, with specific emphasis on 24/7 support requirements and quarterly performance reviews, to be implemented from March 2025."
1. Parties: Identification and details of contracting parties including full legal names, registration numbers, and addresses
2. Background: Context and purpose of the agreement, including the procurement relationship and service delivery objectives
3. Definitions: Key terms used throughout the agreement, including technical, operational, and legal definitions
4. Service Levels: Detailed performance metrics and standards that the supplier must meet in service delivery
5. Performance Measurement: Methods and procedures for measuring, monitoring, and reporting service level performance
6. Service Credits: Financial mechanisms for service level failures including calculation methods and recovery processes
7. Governance: Management structure, reporting requirements, and oversight procedures for the agreement
8. Term and Termination: Duration of the agreement, renewal options, and conditions for termination
1. Transition Services: Provisions for service transition periods, applicable when service transfer is complex or critical
2. Business Continuity: Disaster recovery and business continuity requirements, essential for critical services
3. Step-in Rights: Provisions allowing customer to take over services in specific circumstances, relevant for essential services
1. Schedule 1 - Service Descriptions: Detailed specifications of all services to be provided under the agreement
2. Schedule 2 - Service Level Metrics: Comprehensive list of KPIs, measurement methodologies, and reporting requirements
3. Schedule 3 - Pricing and Service Credits: Detailed pricing structure, payment terms, and service credit calculations
4. Schedule 4 - Governance Procedures: Detailed procedures for contract management, escalation, and dispute resolution
5. Schedule 5 - Technical Requirements: Technical specifications, system requirements, and operational standards
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