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SLA For API
"I need an SLA for API agreement to provide enterprise-level API services to financial institutions in Singapore, with 99.99% uptime guarantee and strict data protection measures in compliance with PDPA and MAS guidelines."
1. Parties: Identification and details of the service provider and customer
2. Background: Context of the agreement and purpose of the API service
3. Definitions: Key terms used throughout the agreement including technical terminology and service metrics
4. Service Description: Detailed description of the API service and its functionalities
5. Service Levels: Specific performance metrics, availability commitments, and response times
6. Security Requirements: Security measures and protocols for API access and data protection
7. Data Protection: Compliance with PDPA and data handling requirements
8. Term and Termination: Duration of agreement and termination conditions
1. Change Management: Procedures for API changes and version management - recommended for APIs that expect frequent updates or changes
2. Disaster Recovery: Recovery procedures and contingency plans - recommended for business-critical APIs
3. Support Services: Additional support services and escalation procedures - recommended when offering premium support options
4. Service Credits: Compensation mechanism for service level breaches - recommended for premium or enterprise services
1. Technical Specifications Schedule: Detailed API technical documentation and requirements
2. Service Level Metrics Schedule: Detailed breakdown of performance metrics and measurement methods
3. Pricing Schedule: API usage pricing tiers and calculation methods
4. Security Standards Schedule: Detailed security protocols and compliance requirements
5. Incident Response Plan: Detailed procedures for handling service incidents and outages
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