Contract Law Chapter 53: The foundational legislation governing contract formation, validity, and enforcement in Singapore, which sets the basic framework for SLA agreements
Unfair Contract Terms Act: Legislation that restricts the extent to which civil liability for breach of contract can be avoided by contract terms, particularly relevant for limitation of liability clauses in SLAs
Consumer Protection Fair Trading Act: Relevant when the SLA involves B2C relationships, protecting consumers against unfair practices and ensuring fair trading terms
Personal Data Protection Act: Essential consideration if the SLA involves handling of personal data, requiring compliance with data protection obligations
IMDA Guidelines: Regulatory guidelines from Info-communications Media Development Authority that may affect IT service delivery standards and requirements
ITSC Frameworks: IT Standards Committee frameworks providing industry standards and best practices for IT service management in Singapore
Singapore Standards IT: National standards for IT Service Management that provide benchmarks for service quality and performance metrics
ISO/IEC 20000: International standard for IT service management that influences SLA structure and service delivery requirements
Defect Definition: Legal interpretation and definition of what constitutes a defect under Singapore law, crucial for SLA terminology
Limitation of Liability: Legal provisions regarding the extent to which liability can be limited or excluded in service agreements under Singapore law
Warranty Terms: Legal requirements and restrictions regarding warranty provisions in service agreements
Remedies Framework: Legal framework for remedies and compensation structure in case of SLA breaches
Force Majeure: Legal principles governing force majeure clauses and their interpretation under Singapore law
Reasonableness Doctrine: Common law principle requiring contract terms to be reasonable, particularly important for SLA metrics and requirements
Causation Principles: Legal principles determining cause-and-effect relationships in service failures and defects
Damage Mitigation: Legal obligation to take reasonable steps to minimize losses in case of contract breaches
Good Faith Obligations: Common law principles requiring parties to act in good faith in contract performance
Service Metrics Standards: Technical standards for defining and measuring service level metrics and performance indicators
Response Time Framework: Standards and best practices for defining response and resolution times for different types of defects
Severity Classifications: Industry standards for classifying defect severity levels and corresponding response requirements
