Social Media SLA Template for Singapore

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Key Requirements PROMPT example:

Social Media SLA

"Need a Social Media SLA for our luxury retail brand that focuses heavily on crisis management and 24/7 response times, with specific provisions for handling influencer partnerships and user-generated content across multiple social platforms in Singapore."

Document background
The Social Media SLA is essential for organizations engaging professional social media management services in Singapore. It provides a framework for measuring and maintaining service quality while ensuring compliance with Singapore's stringent digital regulations. The document specifies key performance indicators, response times, content moderation standards, and data protection protocols. Used when establishing or formalizing social media management relationships, this agreement protects both service providers and clients while adhering to PDPA, POFMA, and other relevant Singapore legislation.
Suggested Sections

1. Parties: Details of service provider and client organization

2. Background: Context of the agreement and relationship between parties

3. Definitions: Key terms used throughout the agreement including platform-specific terminology

4. Service Levels: Specific performance metrics and standards for social media management

5. Response Times: Agreed timeframes for various types of responses and content management

6. Data Protection: PDPA compliance requirements and data handling procedures

7. Content Moderation: Standards and procedures for content management and compliance with POFMA

8. Term and Termination: Duration of agreement and conditions for termination

9. Fees and Payment: Payment terms, fee structure, and billing procedures

Optional Sections

1. Crisis Management: Procedures for handling social media crises and emergency response protocols

2. Influencer Management: Guidelines for managing influencer relationships and compliance with advertising standards

3. Analytics Reporting: Specific metrics, reporting requirements, and performance tracking procedures

4. Compliance with Platform Policies: Specific requirements for compliance with individual social media platform policies

Suggested Schedules

1. Schedule 1 - Service Level Metrics: Detailed breakdown of performance indicators and targets

2. Schedule 2 - Rate Card: Pricing for various services and additional work

3. Schedule 3 - Content Guidelines: Specific content standards and brand guidelines

4. Schedule 4 - Response Matrix: Classification of different types of posts/comments and required response times

5. Schedule 5 - Escalation Procedures: Detailed steps for handling different types of issues and incidents

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

Relevant legal definitions
Clauses
Industries

Personal Data Protection Act (PDPA) 2012: Singapore's primary data protection legislation that governs the collection, use, disclosure, and protection of personal data. Essential for defining data handling requirements in social media SLAs.

Cybersecurity Act 2018: Establishes a framework for the protection of critical information infrastructure and cybersecurity standards in Singapore. Relevant for security provisions in the SLA.

Electronic Transactions Act (ETA): Provides legal foundation for electronic transactions and digital signatures, important for online service agreements and digital communications.

Protection from Harassment Act (POHA): Addresses cyber harassment and online abuse, relevant for content moderation and user protection provisions in social media services.

Copyright Act 2021: Updated legislation governing intellectual property rights in Singapore, crucial for content ownership and usage rights on social media platforms.

Broadcasting Act: Regulates internet content providers and broadcasting services, including social media content standards and requirements.

Protection from Online Falsehoods and Manipulation Act (POFMA) 2019: Addresses fake news and online misinformation, essential for content verification and removal procedures in social media services.

IMDA Guidelines: Regulatory guidelines from the Infocomm Media Development Authority covering various aspects of digital service provision in Singapore.

ASAS Social Media Guidelines: Advertising Standards Authority of Singapore's guidelines for social media advertising and marketing practices.

Contract Law: Common law principles governing contract formation and enforcement in Singapore, fundamental for SLA structuring.

Competition Act: Regulates competitive practices and prevents anti-competitive behavior in business operations.

Consumer Protection (Fair Trading) Act: Protects consumer interests and ensures fair trading practices, relevant for B2C social media services.

ISO/IEC 27001: International standard for information security management, providing framework for security measures in social media services.

Technical Reference 76 (TR 76): Singapore-specific service standards guidelines, providing benchmarks for service quality and performance metrics.

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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