Global SLA for Singapore

Global SLA Template for Singapore

A Global Service Level Agreement (SLA) under Singapore law is a comprehensive contract that establishes service performance standards and metrics for services delivered across multiple jurisdictions. It incorporates Singapore's robust legal framework, including the Electronic Transactions Act and Personal Data Protection Act, while addressing cross-border service delivery requirements. The document sets clear expectations for service quality, availability, and performance measurements, along with associated remedies and compliance requirements.

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What is a Global SLA?

The Global SLA is essential for organizations requiring standardized service delivery across multiple jurisdictions while maintaining compliance with Singapore law. This document type is particularly relevant in today's interconnected business environment, where services are increasingly delivered on a global scale. The Global SLA establishes clear performance metrics, service standards, and compliance requirements while incorporating Singapore's sophisticated legal framework and international best practices for cross-border service delivery.

What sections should be included in a Global SLA?

1. Parties: Identification of service provider and customer, including full legal names and registered addresses

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

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

4. Service Levels: Detailed description of service performance metrics, measurement methods, and reporting

5. Service Credits: Compensation mechanism for service level failures

6. Data Protection and Security: Compliance with PDPA and security requirements

7. Term and Termination: Duration of agreement and termination provisions

What sections are optional to include in a Global SLA?

1. Disaster Recovery: Business continuity provisions - include for critical services or when required by regulation

2. Change Management: Process for implementing service changes - include for complex service arrangements

3. Transition Services: Requirements for service migration - include when service transition is complex or critical

What schedules should be included in a Global SLA?

1. Service Description Schedule: Detailed technical specifications of services

2. Service Level Metrics Schedule: Detailed performance metrics and measurement methodologies

3. Pricing Schedule: Service fees and service credit calculations

4. Security Requirements Schedule: Detailed security standards and requirements

5. Data Processing Agreement: Detailed data protection requirements and 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

Cost

Free to use

Relevant legal definitions

Clauses

Relevant Industries

Information Technology
Telecommunications
Financial Services
Healthcare
Manufacturing

Relevant Teams

Information Technology
Legal
Operations
Procurement
Compliance

Relevant Roles

Chief Technology Officer
Service Delivery Manager
Chief Information Officer
Procurement Manager
Compliance Officer

Industries

Electronic Transactions Act (ETA): Singapore's primary legislation governing electronic transactions and digital signatures, essential for online service agreements

Personal Data Protection Act (PDPA): Key legislation governing the collection, use, disclosure, and care of personal data in Singapore

Contract Law: Common law principles governing contract formation, enforcement, and interpretation in Singapore

Unfair Contract Terms Act (UCTA): Legislation controlling the use of exclusion and limitation clauses in contracts

IMDA Regulations: Regulatory framework by Info-communications Media Development Authority governing telecommunications and digital services

Cybersecurity Act 2018: Framework for the protection of critical information infrastructure and cybersecurity requirements

Technology Risk Management Guidelines: Guidelines for managing technology risks and maintaining cybersecurity, particularly relevant for financial services

Cross-border Data Transfer Regulations: Rules governing the transfer of data across international borders, including data localization requirements

GDPR Compliance Requirements: European Union data protection regulations that may apply when dealing with EU customers or data

APEC Cross-Border Privacy Rules: Framework for data privacy protection across APEC member economies

ASEAN Framework on Personal Data Protection: Regional framework establishing principles for personal data protection in ASEAN countries

Consumer Protection (Fair Trading) Act: Legislation protecting consumers against unfair practices and ensuring fair trading

Supply of Goods Act: Law governing the supply of goods and services, including quality and fitness for purpose

Competition Act: Legislation promoting fair competition and preventing anti-competitive practices

Arbitration Act: Framework for domestic arbitration proceedings in Singapore

International Arbitration Act: Legal framework governing international arbitration proceedings in Singapore

Mediation Act: Legislation governing mediation proceedings and enforceability of mediated settlements

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A Singapore-law governed agreement defining service levels, metrics, and obligations between a service provider and customer.

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What is a Global SLA?

What sections should be included in a Global SLA?

What sections are optional to include in a Global SLA?

What schedules should be included in a Global SLA?

Authors

Alex Denne

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