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SLA Communication
"Need a Communication SLA agreement for our Singapore office that covers 24/7 telecommunications support with 99.99% uptime guarantee and strict data protection measures, to be implemented by March 2025."
1. Parties: Identification and details of service provider and customer
2. Background: Context and purpose of the SLA
3. Definitions: Key terms used throughout the agreement
4. Service Description: Detailed description of communications services covered
5. Service Levels: Specific performance metrics and standards
6. Service Credits: Compensation mechanism for service level failures
7. Support and Response Times: Support levels and response time commitments
8. Term and Termination: Duration and termination provisions
1. Business Continuity: Disaster recovery provisions for critical communication services
2. Security Requirements: Specific security protocols and standards for handling sensitive data or critical infrastructure
3. Data Processing: Specific data handling requirements when personal data processing is involved
1. Service Level Metrics: Detailed technical specifications of service levels
2. Pricing Schedule: Detailed pricing structure and service credits calculation
3. Technical Requirements: Specific technical requirements and standards
4. Incident Management Procedures: Detailed procedures for handling service incidents
5. Contact Details: Key contacts for both parties including escalation matrix
Authors
Availability
Business Day
Business Hours
Change Management
Confidential Information
Critical Incident
Customer Data
Downtime
Emergency Maintenance
Force Majeure
Help Desk
Incident
IMDA
Infrastructure
Maintenance Window
Mean Time to Repair (MTTR)
Network
Operating Hours
Performance Metrics
Planned Maintenance
Response Time
Resolution Time
Service Credits
Service Hours
Service Level Agreement (SLA)
Service Level Failure
Service Level Objectives (SLO)
Service Provider
Service Restoration
Support Hours
Support Levels
System
Third Party Provider
Unplanned Downtime
Uptime
Urgent Support
Working Hours
Performance Metrics
Service Availability
Response Times
Support Services
Service Credits
Service Quality
Maintenance
Monitoring
Reporting
Data Protection
Confidentiality
Security Requirements
Business Continuity
Disaster Recovery
Change Management
Escalation Procedures
Force Majeure
Liability
Indemnification
Termination
Dispute Resolution
Governing Law
Assignment
Subcontracting
Amendment
Notices
Entire Agreement
Severability
Compliance with Laws
Audit Rights
Insurance
Intellectual Property
Personnel
Service Review
Remediation
Documentation
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