Cloud Service Level Agreement for Singapore

Cloud Service Level Agreement Template for Singapore

A Cloud Service Level Agreement under Singapore law is a legally binding document that establishes the terms and conditions for cloud service delivery, including performance metrics, availability guarantees, and data protection measures. It incorporates requirements from Singapore's Personal Data Protection Act (PDPA), Cybersecurity Act, and relevant industry-specific regulations. The agreement defines service credits, incident response procedures, and compliance requirements while addressing specific Singapore regulatory frameworks such as the Multi-Tier Cloud Security Standard.

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What is a Cloud Service Level Agreement?

A Cloud Service Level Agreement is essential for organizations deploying cloud services in Singapore, establishing clear performance expectations and compliance requirements. This document addresses critical aspects of service delivery, data protection, and security measures while ensuring compliance with Singapore's regulatory framework, including PDPA and the Cybersecurity Act. The agreement provides detailed metrics for service availability, response times, and remediation processes, along with specific provisions for data handling and protection in accordance with Singapore law.

What sections should be included in a Cloud Service Level Agreement?

1. Parties: Identification of the service provider and customer with full legal names and addresses

2. Background: Context of the agreement and brief description of the cloud services being provided

3. Definitions: Key terms used throughout the agreement including technical terminology

4. Service Description: Detailed description of cloud services covered by the SLA

5. Service Level Commitments: Specific performance metrics, availability guarantees, and response times

6. Security and Data Protection: Security measures, data handling procedures, and compliance with PDPA

7. Service Credits: Compensation mechanism for service level failures

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

What sections are optional to include in a Cloud Service Level Agreement?

1. Disaster Recovery: Business continuity procedures for enterprise-level agreements or critical services

2. Industry-Specific Compliance: Additional compliance requirements for regulated industries such as finance or healthcare

3. Multi-Region Services: Specific provisions for services provided across multiple jurisdictions

What schedules should be included in a Cloud Service Level Agreement?

1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service levels and measurement methods

2. Schedule 2 - Security Standards: Detailed security protocols and compliance certifications

3. Schedule 3 - Service Credit Calculation: Detailed methodology for calculating service credits

4. Schedule 4 - Technical Support Details: Support level definitions and escalation procedures

5. Schedule 5 - Data Processing Agreement: Detailed terms for processing personal data under PDPA requirements

6. Schedule 6 - Business Continuity Plan: Detailed disaster recovery and business continuity procedures

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

Jurisdiction

Singapore

Publisher

Genie AI

Cost

Free to use
Relevant legal definitions
Clauses
Industries

PDPA 2012: Personal Data Protection Act - Key legislation governing collection, use, disclosure and care of personal data in Singapore, including data breach notifications and cross-border transfers

Computer Misuse Act: Legislation addressing cybercrime and unauthorized access to computer systems, relevant for security provisions in cloud services

Electronic Transactions Act: Framework for electronic transactions and digital signatures, essential for cloud service agreements and electronic contracts

Cybersecurity Act 2018: Establishes framework for protection of Critical Information Infrastructure and cybersecurity requirements in Singapore

Consumer Protection (Fair Trading) Act: Protects consumers against unfair practices and ensures fair contract terms in service agreements

Unfair Contract Terms Act: Regulates unfair terms in contracts and protects against unreasonable liability exclusions

MAS Guidelines: Monetary Authority of Singapore guidelines for financial services, including technology risk management and outsourcing arrangements

MTCS SS 584: Multi-Tier Cloud Security Singapore Standard providing specifications for cloud security certification levels

ASEAN Framework: ASEAN Framework on Personal Data Protection governing regional data protection principles and cross-border data flows

ISO/IEC 27001: International standard for information security management systems, often required for cloud service providers

Technology Risk Management Guidelines: Guidelines for managing technology risks and ensuring system reliability in technology service provisions

Business Continuity Management Guidelines: Framework for ensuring service continuity and disaster recovery in cloud service operations

Teams

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