SLA Agency Template for Singapore

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Key Requirements PROMPT example:

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."

Document background
The SLA Agency agreement is essential for businesses operating in Singapore that engage external agents to provide services under specific performance standards. This document combines traditional agency principles with service level commitments, making it particularly relevant in today's service-oriented economy. The agreement establishes clear metrics for performance measurement, reporting requirements, and consequences for failing to meet agreed service levels. Under Singapore law, this contract type provides a robust framework for managing agent-principal relationships while ensuring service quality through measurable standards.
Suggested Sections

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

Optional Sections

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

Suggested Schedules

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

Alex Denne

Head of Growth (Open Source Law) @ Genie AI | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

Clauses
Industries

Civil Law Act (Cap. 43): Fundamental legislation governing contractual relationships, obligations, and requirements for valid contracts in Singapore

Agency Law: Common law principles governing agency relationships, including duties and responsibilities of agents and principal-agent relationships

Electronic Transactions Act: Regulates electronic transactions, digital services, and the validity of electronic signatures and records

Personal Data Protection Act 2012 (PDPA): Comprehensive data protection law covering data handling requirements, privacy obligations, and cross-border data transfers

Competition Act (Cap. 50B): Legislation governing anti-competitive practices and fair trading requirements in Singapore

Employment Act: Main labor law that may apply if agency relationship could be construed as employment, covering working conditions and hours

Industry-Specific Regulations: Sector-specific licensing requirements, industry standards, and regulatory compliance obligations depending on service area

Consumer Protection (Fair Trading) Act: Legislation protecting consumer interests and ensuring fair trading practices in service transactions

Mediation Act: Framework for mediation as an alternative dispute resolution mechanism in Singapore

International Arbitration Act: Governs international arbitration proceedings and enforcement of awards, relevant for cross-border service agreements

Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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