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System Availability SLA
"Need to draft a System Availability SLA for our new cloud storage service launching in March 2025, with 99.9% uptime commitment and specific provisions for financial sector compliance in Singapore."
1. Parties: Identification of service provider and customer
2. Background: Context of the agreement and relationship between parties
3. Definitions: Key terms used throughout the agreement including technical terms, service metrics, and compliance requirements
4. Service Level Commitments: Specific uptime/availability commitments and measurement methods
5. Measurement and Reporting: Methods and frequency of service level measurement and reporting procedures
6. Service Credits: Compensation mechanism and calculations for failing to meet SLAs
7. Force Majeure: Circumstances beyond reasonable control and their impact on SLA obligations
1. Security Requirements: Specific security measures, compliance requirements, and cybersecurity standards applicable under Singapore law
2. Disaster Recovery: Recovery procedures, timelines, and business continuity requirements
3. Data Protection: Requirements under PDPA and related data protection regulations
4. Regulatory Compliance: Specific compliance requirements for regulated industries (e.g., MAS guidelines for financial sector)
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service levels and measurement methods
2. Schedule 2 - Service Credit Calculation: Detailed calculation methodology for service credits and compensation
3. Schedule 3 - Technical Support Details: Support levels, response times, and escalation procedures
4. Schedule 4 - System Architecture: Technical overview of system components covered by SLA
5. Schedule 5 - Compliance Requirements: Detailed regulatory and compliance requirements under Singapore law
Authors
Scheduled Downtime
Unscheduled Downtime
Service Level
Service Level Failure
Service Credits
System
Service Hours
Business Day
Business Hours
Critical Incident
Major Incident
Minor Incident
Response Time
Resolution Time
Maintenance Window
Force Majeure Event
Service Level Measurement Period
Uptime Percentage
Monthly Service Fee
Service Level Report
Support Services
Help Desk
Incident
Root Cause Analysis
Service Recovery Time
System Components
Third Party Dependencies
Service Level Agreement
Service Level Objective
Emergency Maintenance
Performance Metrics
Monitoring Tools
Service Level Credits
Service Level Breach
System Availability
Performance Monitoring
Service Credits
Service Level Measurement
Reporting
Maintenance Windows
Support Services
Incident Response
Disaster Recovery
Force Majeure
Remedies
Service Level Exclusions
Change Management
Termination
Liability
Confidentiality
Data Protection
Security Requirements
Audit Rights
Dispute Resolution
Governing Law
Service Level Reviews
Escalation Procedures
Business Continuity
Third Party Dependencies
Service Credits Cap
Root Cause Analysis
Notice Requirements
Amendment Procedures
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