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Minimum Service Level Agreement
"I need a Minimum Service Level Agreement for our cloud hosting services that we'll provide to Singapore-based financial institutions, with specific focus on data security compliance and 99.99% uptime requirements, planned to be effective from March 2025."
1. Parties: Identification and details of the service provider and customer
2. Background: Context and purpose of the service level agreement
3. Definitions: Key terms used throughout the agreement
4. Service Descriptions: Detailed description of services to be provided
5. Service Levels: Specific, measurable performance targets
6. Measurement and Reporting: How service levels will be measured and reported
7. Service Credits: Compensation for failure to meet service levels
8. Term and Termination: Duration and termination provisions
1. Data Protection: Additional provisions for PDPA compliance when personal data is processed
2. Disaster Recovery: Business continuity provisions for critical services or infrastructure
3. Security Requirements: Specific security measures and compliance requirements for sensitive data or systems
4. Change Management: Process for implementing changes in complex or evolving services
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service levels
2. Schedule 2 - Pricing Schedule: Detailed pricing and service credit calculations
3. Schedule 3 - Technical Requirements: Specific technical requirements and specifications
4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures
5. Schedule 5 - Report Templates: Standard formats for service level reporting
Authors
Business Day
Service Credits
Service Hours
Service Levels
Measurement Period
Minimum Service Level
Monthly Service Report
Planned Maintenance
Response Time
Resolution Time
Service Availability
Service Failure
Service Provider
Customer
Force Majeure Event
Key Performance Indicators (KPIs)
Service Review Meeting
Critical Incident
Escalation Process
Service Description
Service Levels
Performance Monitoring
Service Credits
Response and Resolution Times
Reporting Requirements
Change Management
Escalation Procedures
Force Majeure
Confidentiality
Data Protection
Intellectual Property Rights
Limitation of Liability
Indemnification
Term and Termination
Dispute Resolution
Governing Law
Assignment and Subcontracting
Notices
Service Review Meetings
Business Continuity
Disaster Recovery
Maintenance and Support
Security Requirements
Compliance with Laws
Warranties
Insurance
Audit Rights
Entire Agreement
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