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SLA For API
"I need an SLA for API agreement to provide enterprise-level API services to financial institutions in Singapore, with 99.99% uptime guarantee and strict data protection measures in compliance with PDPA and MAS guidelines."
1. Parties: Identification and details of the service provider and customer
2. Background: Context of the agreement and purpose of the API service
3. Definitions: Key terms used throughout the agreement including technical terminology and service metrics
4. Service Description: Detailed description of the API service and its functionalities
5. Service Levels: Specific performance metrics, availability commitments, and response times
6. Security Requirements: Security measures and protocols for API access and data protection
7. Data Protection: Compliance with PDPA and data handling requirements
8. Term and Termination: Duration of agreement and termination conditions
1. Change Management: Procedures for API changes and version management - recommended for APIs that expect frequent updates or changes
2. Disaster Recovery: Recovery procedures and contingency plans - recommended for business-critical APIs
3. Support Services: Additional support services and escalation procedures - recommended when offering premium support options
4. Service Credits: Compensation mechanism for service level breaches - recommended for premium or enterprise services
1. Technical Specifications Schedule: Detailed API technical documentation and requirements
2. Service Level Metrics Schedule: Detailed breakdown of performance metrics and measurement methods
3. Pricing Schedule: API usage pricing tiers and calculation methods
4. Security Standards Schedule: Detailed security protocols and compliance requirements
5. Incident Response Plan: Detailed procedures for handling service incidents and outages
Authors
API Documentation
API Key
Authentication Credentials
Authorized Users
Business Day
Confidential Information
Customer
Data Protection Laws
Downtime
Emergency Maintenance
Force Majeure Event
Incident
Intellectual Property Rights
Maintenance Window
Monthly Uptime Percentage
PDPA
Performance Metrics
Personal Data
Planned Maintenance
Response Time
Security Breach
Service Credits
Service Hours
Service Level Agreement
Service Level Failure
Service Level Objectives
Service Provider
Support Hours
Support Services
System
Term
Third-Party Services
Uptime
Usage Data
Service Levels and Performance Metrics
Availability
Uptime Guarantees
Response Times
Monitoring and Reporting
Security Requirements
Data Protection
Confidentiality
Access Rights
API Usage Restrictions
Rate Limiting
Support Services
Service Credits
Maintenance and Updates
Change Management
Incident Response
Disaster Recovery
Force Majeure
Liability Limitations
Indemnification
Intellectual Property Rights
Payment Terms
Termination Rights
Notice Requirements
Dispute Resolution
Governing Law
Integration and Testing
Documentation Requirements
Compliance Requirements
Audit Rights
Sub-processors
Service Level Reporting
Escalation Procedures
Business Continuity
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