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MSP Service Level Agreement
"I need an MSP Service Level Agreement for our Singapore-based fintech startup that's outsourcing all IT operations to a managed service provider, with particular emphasis on data security compliance and 24/7 support requirements, starting from March 2025."
1. Parties: Identification and details of the service provider and client
2. Background: Context and purpose of the agreement
3. Definitions: Key terms used throughout the agreement
4. Services Description: Detailed outline of services to be provided
5. Service Levels: Performance metrics and standards
6. Term and Termination: Duration and conditions for ending the agreement
7. Fees and Payment: Pricing structure and payment terms
8. Data Protection and Security: Compliance with PDPA and security measures
1. Disaster Recovery: Business continuity procedures - include when providing critical services
2. Change Management: Process for implementing changes - include for complex service arrangements
3. Third-Party Services: Management of subcontractors - include when subcontractors are involved
4. Industry-Specific Compliance: Additional regulatory requirements - include for regulated industries
1. Schedule 1 - Service Level Metrics: Detailed performance indicators and measurements
2. Schedule 2 - Price Schedule: Detailed breakdown of fees and charges
3. Schedule 3 - Technical Requirements: Specific technical specifications and requirements
4. Schedule 4 - Data Processing Agreement: Detailed terms for handling personal data
5. Schedule 5 - Business Continuity Plan: Detailed disaster recovery procedures
6. Schedule 6 - Service Credits: Compensation structure for service level failures
Authors
Acceptable Use Policy
Business Day
Business Hours
Change Request
Confidential Information
Data Protection Laws
Emergency Maintenance
Force Majeure Event
Incident
Intellectual Property Rights
Key Performance Indicators (KPIs)
Managed Services
MSP Personnel
Normal Business Hours
Personal Data
Planned Maintenance
Priority Levels
Response Time
Resolution Time
Service Credits
Service Levels
Service Level Failure
Service Level Reports
Services
Service Hours
Support Services
System
Term
Third Party Software
Unplanned Downtime
Uptime
Virus
Working Hours
Service Provision
Service Levels
Performance Monitoring
Response Times
Resolution Times
Service Credits
Change Management
Fees and Payment
Data Protection
Confidentiality
Intellectual Property Rights
Security Requirements
Business Continuity
Disaster Recovery
Force Majeure
Liability and Indemnification
Insurance
Term and Termination
Exit Management
Staff and Resources
Subcontracting
Dispute Resolution
Audit Rights
Notices
Assignment
Governing Law
Entire Agreement
Severability
Third Party Rights
Anti-Bribery and Corruption
Reporting and Documentation
Service Review Meetings
Warranties and Representations
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