Customer Based Service Level Agreement for Singapore

Customer Based Service Level Agreement Template for Singapore

A Customer Based Service Level Agreement (SLA) under Singapore law is a legally binding document that defines the specific level of service a provider will deliver to a customer. It outlines performance metrics, service standards, and remedies for service failures while complying with Singapore's regulatory framework, including the PDPA, CPFTA, and relevant industry-specific regulations. The agreement includes detailed service descriptions, performance metrics, reporting requirements, and service credit mechanisms.

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What is a Customer Based Service Level Agreement?

Customer Based Service Level Agreements are essential documents for businesses providing services in Singapore, establishing clear expectations and accountability for service delivery. These agreements are particularly important in regulated industries and must comply with Singapore's strict regulatory environment. The SLA defines key performance indicators, service standards, and remedies for non-performance, while incorporating requirements from the Personal Data Protection Act and industry-specific regulations. This type of agreement is crucial for protecting both service providers and customers by clearly documenting service expectations and obligations.

What sections should be included in a Customer Based Service Level Agreement?

1. Parties: Identification of service provider and customer with full legal details

2. Background: Context of the agreement and brief description of services to be provided

3. Definitions: Key terms used throughout the agreement including service levels, metrics, and technical terminology

4. Service Descriptions: Detailed description of services covered by the agreement and service delivery parameters

5. Service Levels: Specific performance metrics, standards, and measurement methodologies

6. Service Credits: Compensation mechanism for service level failures including calculation methods

7. Reporting and Review: Performance monitoring, reporting procedures, and periodic review mechanisms

8. Data Protection: PDPA compliance measures, data handling procedures, and privacy obligations

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

1. Business Continuity: Disaster recovery procedures and business continuity planning for critical services

2. Security Requirements: Specific security standards, protocols, and compliance requirements for IT services

3. Change Management: Procedures for service modifications and change request handling

What schedules should be included in a Customer Based Service Level Agreement?

1. Schedule 1 - Service Level Metrics: Detailed performance indicators and measurement methods

2. Schedule 2 - Pricing Schedule: Service fees, payment terms, and pricing mechanisms

3. Schedule 3 - Technical Specifications: Detailed technical requirements, standards, and service specifications

4. Schedule 4 - Service Credit Calculations: Formula and examples for service credit calculations and compensation methods

5. Schedule 5 - Contact Details: Key personnel, escalation procedures, and communication protocols

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 the collection, use, disclosure and care of personal data in Singapore. Must be considered for data handling and privacy provisions in the SLA.

Computer Misuse and Cybersecurity Act: Legislation covering cybersecurity requirements and computer crimes. Relevant for security obligations and breach handling procedures in the SLA.

Electronic Transactions Act: Governs electronic transactions and digital signatures. Important for SLAs involving digital service delivery and electronic communications.

Consumer Protection (Fair Trading) Act: Protects consumers against unfair practices. Must ensure SLA terms are fair and transparent to customers.

Supply of Goods Act: Regulates contracts for the supply of goods. Relevant if the service includes any physical product delivery.

Unfair Contract Terms Act: Controls the use of unfair terms in contracts. Critical for ensuring SLA terms, especially limitation of liability clauses, are legally enforceable.

IMDA Regulations: Infocomm Media Development Authority regulations for IT and telecommunications services. Must be considered if SLA involves tech services.

MAS Guidelines: Monetary Authority of Singapore guidelines. Relevant if SLA involves financial services or fintech solutions.

Contract Act (Cap. 53): Basic contract law governing formation and enforcement of contracts in Singapore. Forms the legal foundation for the SLA.

Limitation Act: Sets time limits for various types of legal claims. Important for defining claim periods and dispute resolution timeframes.

Competition Act: Ensures fair competition and prevents anti-competitive practices. Relevant for pricing and exclusivity terms in the SLA.

ISO/IEC 20000: International standard for IT service management. Provides framework for service quality and management provisions in the SLA.

GDPR Compliance: EU General Data Protection Regulation. Must be considered if services may involve EU customers or data subjects.

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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