Create a bespoke document in minutes, or upload and review your own.
Get your first 2 documents free
Your data doesn't train Genie's AI
You keep IP ownership of your information
Multi Level Service Agreement
"I need a Multi Level Service Agreement for our cloud infrastructure services, covering three tiers of service delivery across our APAC operations, with specific focus on financial services compliance requirements in Singapore and quarterly performance reviews starting from March 2025."
1. Parties: Identification and details of all contracting parties
2. Background: Context and purpose of the MLSA
3. Definitions: Key terms used throughout the agreement
4. Service Levels: Core service levels, metrics, and performance standards
5. Service Credits: Compensation mechanism for service level failures
6. Measurement and Reporting: How service levels will be measured and reported
7. Governance: Management structure and review processes
8. Term and Termination: Duration and termination provisions
1. Data Protection: Compliance requirements with Singapore PDPA and data protection regulations
2. Industry-Specific Compliance: Additional regulatory requirements for specific sectors such as financial services or healthcare
3. Business Continuity: Disaster recovery and business continuity planning requirements
4. Security Requirements: Specific security standards, protocols, and compliance measures
1. Schedule 1 - Service Level Definitions: Detailed technical specifications of service levels and performance metrics
2. Schedule 2 - Pricing Schedule: Service credits, penalties, and financial terms
3. Schedule 3 - Reporting Templates: Standard formats for service level reporting and monitoring
4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures for different service levels
5. Schedule 5 - Technical Requirements: Detailed technical specifications and system requirements
6. Schedule 6 - Service Level Calculation Methodology: Detailed explanation of how service level metrics are calculated and measured
Authors
Additional Services
Authorized Representatives
Baseline Service Levels
Business Day
Business Hours
Change Control Procedure
Commencement Date
Confidential Information
Core Services
Critical Service Levels
Customer Data
Customer Dependencies
Disaster Recovery Plan
Downtime
Emergency Maintenance
Escalation Matrix
Force Majeure Event
Governance Board
Implementation Period
Incident
Key Performance Indicators (KPIs)
Maintenance Window
Measurement Period
Operating Environment
Performance Credits
Performance Reports
Priority Levels
Problem
Resolution Time
Response Time
Review Period
Service Credits
Service Hours
Service Level Failure
Service Level Metrics
Service Level Objectives (SLOs)
Service Level Requirements
Service Provider Personnel
Service Recipient
Service Tiers
Severity Levels
Support Services
System
Term
Third-Party Services
Transition Period
Uptime
Warranty Period
Performance Measurement
Service Credits
Reporting Requirements
Governance
Escalation Procedures
Change Management
Pricing and Payment
Term and Termination
Service Provider Obligations
Customer Obligations
Subcontracting
Personnel
Intellectual Property Rights
Confidentiality
Data Protection
Security Requirements
Audit Rights
Business Continuity
Disaster Recovery
Force Majeure
Liability and Indemnification
Insurance
Dispute Resolution
Assignment and Novation
Notices
Entire Agreement
Severability
Waiver
Third Party Rights
Governing Law
Amendments
Service Level Review
Root Cause Analysis
Service Level Reporting
Transition Services
Exit Management
Compliance with Laws
Anti-Bribery and Corruption
Service Quality Standards
Find the exact document you need
Download our whitepaper on the future of AI in Legal
Genie’s Security Promise
Genie is the safest place to draft. Here’s how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; Genie’s AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
Our bank-grade security infrastructure undergoes regular external audits
We are ISO27001 certified, so your data is secure
Organizational security
You retain IP ownership of your documents
You have full control over your data and who gets to see it
Innovation in privacy:
Genie partnered with the Computational Privacy Department at Imperial College London
Together, we ran a £1 million research project on privacy and anonymity in legal contracts
Want to know more?
Visit our Trust Centre for more details and real-time security updates.
Read our Privacy Policy.