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Database Service Level Agreement
"Need a Database Service Level Agreement for our Singapore-based fintech startup that will use a cloud database provider for storing customer transaction data, with strict uptime requirements of 99.99% and specific provisions for data protection under PDPA."
1. Parties: Identification of service provider and customer with full legal details
2. Background: Context of the agreement and brief description of services
3. Definitions: Key terms used throughout the agreement including technical database terminology, service metrics, and compliance-related definitions
4. Service Description: Detailed description of database services provided, including hosting, maintenance, backup and recovery services
5. Service Levels: Specific performance metrics, availability guarantees, response times, and remedies for failure to meet SLAs
6. Security Requirements: Data security measures, compliance obligations, and cybersecurity standards in accordance with Singapore regulations
7. Data Protection: PDPA compliance requirements, data handling procedures, and cross-border data transfer provisions
8. Pricing and Payment: Fee structure, payment terms, and conditions for service level credits or penalties
9. Term and Termination: Agreement duration, renewal terms, and termination rights including data handling upon termination
1. Disaster Recovery: Business continuity provisions and recovery time objectives for critical database systems
2. Change Management: Procedures for implementing system changes, upgrades, and maintenance windows
3. Third-Party Access: Rules and security requirements for third-party access to database systems
4. Compliance Reporting: Regular reporting requirements for security, performance, and compliance metrics
1. Schedule 1 - Service Level Metrics: Detailed performance metrics, measurement methods, and calculation of service credits
2. Schedule 2 - Technical Specifications: Detailed technical requirements, database architecture, and infrastructure specifications
3. Schedule 3 - Pricing Schedule: Detailed pricing breakdown, calculation methods, and service credit structure
4. Schedule 4 - Security Standards: Specific security protocols, compliance requirements, and audit procedures
5. Schedule 5 - Data Processing Agreement: Detailed data handling procedures and PDPA compliance measures
Authors
Authorized Users
Availability
Business Day
Confidential Information
Customer Data
Data Breach
Database Services
Disaster Recovery Plan
Documentation
Downtime
Effective Date
Emergency Maintenance
Force Majeure Event
Incident
Intellectual Property Rights
Maintenance Window
Performance Credits
Personal Data
Planned Maintenance
Response Time
Service Credits
Service Hours
Service Levels
Service Provider
Service Provider Systems
Support Services
System Administrator
Technical Requirements
Term
Third-Party Applications
Uptime
User Authentication
Virus
Service Levels
Performance Metrics
Availability Requirements
Response Times
Data Protection
Data Security
Backup and Recovery
Disaster Recovery
Service Credits
Maintenance
Support Services
Access Rights
User Authentication
Monitoring and Reporting
Change Management
Pricing and Payment
Confidentiality
Intellectual Property
Data Ownership
Warranties
Liability
Indemnification
Force Majeure
Term and Termination
Exit Management
Dispute Resolution
Governing Law
Assignment
Subcontracting
Audit Rights
Insurance
Notice Requirements
Service Level Credits
Business Continuity
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