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SLA Outsourcing Services
"Need an SLA Outsourcing Services agreement to engage a Singapore-based IT service provider for managing our cloud infrastructure and data center operations, with strict data protection requirements and 99.9% uptime guarantees, starting from March 2025."
1. Parties: Identification of contracting parties and their legal details
2. Background: Context and purpose of the agreement
3. Definitions: Key terms used throughout the agreement
4. Services Description: Detailed description of services to be provided
5. Service Levels: Performance metrics and standards
6. Pricing and Payment Terms: Fee structure, payment schedule, and related terms
7. Term and Termination: Duration and conditions for ending the agreement
8. Data Protection and Security: Obligations regarding data handling and security measures
1. Transition Services: Terms governing the transition of services from current provider or to new provider
2. Business Continuity: Requirements for disaster recovery and business continuity planning
3. Staff Transfer: Terms and conditions related to the transfer of employees in outsourcing arrangements
1. Schedule 1 - Service Level Agreement Details: Detailed metrics, measurement methods, and penalties for service level breaches
2. Schedule 2 - Pricing Schedule: Detailed breakdown of fees, charges, and payment terms
3. Schedule 3 - Security Requirements: Specific security protocols, standards, and compliance requirements
4. Schedule 4 - Data Processing Agreement: Detailed terms and conditions for handling personal data in compliance with PDPA
5. Schedule 5 - Exit Plan: Procedures and requirements for service termination and transition
Authors
Acceptance Criteria
Authorized Representatives
Business Day
Change Control Procedure
Charges
Commencement Date
Confidential Information
Contract Year
Data Protection Laws
Deliverables
Dispute Resolution Procedure
Force Majeure Event
Good Industry Practice
Initial Term
Intellectual Property Rights
Key Performance Indicators (KPIs)
Material Breach
Operating Hours
Personal Data
Planned Maintenance
Response Time
Service Credits
Service Hours
Service Levels
Service Level Failure
Service Provider Personnel
Services
Specifications
Sub-contractor
Term
Transition Period
Transition Plan
Unplanned Downtime
Working Hours
Service Levels
Performance Monitoring
Key Performance Indicators
Fees and Payment
Term and Termination
Data Protection
Confidentiality
Intellectual Property Rights
Warranties and Representations
Liability and Indemnification
Force Majeure
Insurance
Security Requirements
Business Continuity
Disaster Recovery
Change Control
Dispute Resolution
Governing Law
Assignment and Subcontracting
Staff and Resources
Audit Rights
Reporting Requirements
Notice Requirements
Transition Services
Exit Management
Non-solicitation
Compliance with Laws
Anti-bribery and Corruption
Entire Agreement
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