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SLA Agency
"Need an SLA Agency agreement for a Singapore-based IT service provider who will be managing our cloud infrastructure and providing 24/7 support services, with strict performance metrics and quarterly reviews starting March 2025."
1. Parties: Identification and details of the principal and agent
2. Background: Context and purpose of the agency relationship
3. Definitions: Key terms used throughout the agreement
4. Appointment and Scope: Terms of agent appointment and service scope
5. Service Levels: Specific performance metrics and standards
6. Fees and Payment: Compensation structure and payment terms
7. Term and Termination: Duration and termination conditions
8. Confidentiality: Protection of confidential information
1. Data Protection: Provisions for handling personal data and compliance with PDPA requirements
2. Intellectual Property: Rights and ownership of intellectual property created or used during service provision
3. Force Majeure: Provisions for handling unforeseen circumstances and events beyond parties' control
1. Schedule 1 - Service Level Metrics: Detailed performance indicators and measurement methods
2. Schedule 2 - Fee Schedule: Detailed breakdown of fees and payment structure
3. Schedule 3 - Operating Procedures: Specific procedures and protocols for service delivery
4. Schedule 4 - Contact Details: Key personnel and escalation contacts for both parties
Authors
Agency Services
Business Day
Commencement Date
Confidential Information
Contract Year
Deliverables
Effective Date
Force Majeure Event
Key Performance Indicators
Material Breach
Performance Metrics
Principal
Quarterly Review
Response Time
Service Credits
Service Levels
Service Level Agreement
Service Provider
Service Reports
Service Schedule
Service Term
Territory
Uptime
Working Hours
Scope of Services
Service Level Requirements
Performance Metrics
Monitoring and Reporting
Fees and Payment
Service Credits and Penalties
Obligations of Principal
Obligations of Agent
Representations and Warranties
Key Performance Indicators
Quality Assurance
Confidentiality
Data Protection
Intellectual Property
Liability and Indemnification
Force Majeure
Term and Termination
Dispute Resolution
Governing Law
Assignment and Subcontracting
Non-Competition
Non-Solicitation
Audit Rights
Insurance
Notices
Amendment and Variation
Entire Agreement
Severability
Waiver
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