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SLA Service License Agreement
"I need a Service License Agreement (SLA) for my cloud-based software company based in Singapore, providing services to enterprise clients in Southeast Asia, with specific focus on 99.9% uptime guarantee and 24/7 support requirements."
1. Parties: Identification of service provider and customer, including full legal names and registration details
2. Background: Context and purpose of the agreement, including brief description of services
3. Definitions: Key terms used throughout the agreement, including technical and legal definitions
4. Service Description: Detailed description of services provided, including scope and delivery methods
5. Service Levels: Performance metrics, standards, and measurement methodology
6. Payment Terms: Fees, payment schedule, billing procedures, and late payment consequences
7. Term and Termination: Duration of agreement, renewal terms, and termination conditions
8. Warranties and Representations: Service provider's guarantees and customer's acknowledgments
9. Liability and Indemnification: Limitation of liability and mutual indemnification provisions
10. Force Majeure: Circumstances beyond reasonable control affecting service delivery
1. Data Protection: PDPA compliance measures and data handling procedures, required when personal data is processed
2. Disaster Recovery: Business continuity procedures and recovery time objectives, recommended for critical services
3. Change Management: Procedures for service modifications and updates, suitable for complex services
4. Security Requirements: Specific security protocols and compliance requirements, necessary for sensitive data handling
5. Audit Rights: Customer's rights to audit service provider's compliance, relevant for regulated industries
1. Schedule 1 - Service Level Metrics: Detailed performance indicators, measurements, and reporting requirements
2. Schedule 2 - Price Schedule: Detailed pricing structure, rates, and any volume-based discounts
3. Schedule 3 - Technical Specifications: Technical details of service delivery, infrastructure requirements
4. Schedule 4 - Data Processing Agreement: Specific terms for handling personal data under PDPA requirements
5. Schedule 5 - Support Services: Details of support levels, response times, and escalation procedures
Authors
Service Hours
Service Levels
Response Time
Resolution Time
Downtime
Maintenance Window
Service Credits
Force Majeure
Incident
Priority Levels
Service Availability
Support Services
Authorized Users
Business Day
Confidential Information
Service Provider
Customer
Documentation
Intellectual Property Rights
Service Description
Service Levels
Performance Metrics
Response Times
Service Availability
Maintenance and Support
Service Credits
Payment Terms
Fees and Charges
Term and Termination
Service Provider Obligations
Customer Obligations
Monitoring and Reporting
Change Management
Confidentiality
Data Protection
Intellectual Property Rights
Warranties
Liability and Indemnification
Force Majeure
Dispute Resolution
Governing Law
Assignment and Subcontracting
Notice Requirements
Business Continuity
Disaster Recovery
Compliance with Laws
Audit Rights
Insurance Requirements
Service Level Reviews
Escalation Procedures
Exit Management
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