The High Availability SLA is designed for use in Singapore-based technology service arrangements where system availability and performance are critical to business operations. This document type is particularly relevant in the context of Singapore's sophisticated digital infrastructure and strict regulatory environment. The agreement typically includes detailed uptime commitments, performance metrics, measurement methodologies, and service credit mechanisms, while ensuring compliance with Singapore's technology laws and regulations. It is commonly used for mission-critical services where continuous system availability is essential for business operations.
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1. Parties: Identification and details of the service provider and customer
2. Background: Context of the agreement and relationship between parties
3. Definitions: Key terms used throughout the agreement including technical definitions of availability metrics
4. Service Levels: Specific uptime commitments, performance metrics, and availability targets
5. Service Credits: Compensation mechanism and calculations for failure to meet SLAs
6. Measurement and Reporting: Methodology for measuring service levels and reporting requirements
7. Force Majeure: Circumstances beyond reasonable control affecting service delivery
8. Term and Termination: Duration of agreement and conditions for termination
1. Industry-Specific Compliance: Additional requirements for regulated industries such as financial services or healthcare
2. Cross-Border Services: Provisions for international service delivery and compliance with foreign regulations
3. Disaster Recovery: Specific disaster recovery commitments and procedures
4. Data Protection and Privacy: Specific provisions relating to PDPA compliance and data handling
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service levels and measurement methodologies
2. Schedule 2 - Service Credit Calculation: Detailed methodology and examples for calculating service credits
3. Schedule 3 - Technical Support Details: Support levels, response times, and escalation procedures
4. Schedule 4 - Monitoring and Reporting Templates: Standard formats for service level reporting and monitoring
5. Schedule 5 - Business Continuity Plan: Detailed procedures for maintaining service continuity and disaster recovery
6. Schedule 6 - Compliance Requirements: List of applicable laws, regulations and standards to be complied with
Relevant legal definitions
Agreed Service Level
Availability
Business Day
Business Hours
Critical Incident
Downtime
Emergency Maintenance
Force Majeure Event
Incident
Maintenance Window
Mean Time Between Failures (MTBF)
Mean Time to Repair (MTTR)
Measurement Period
Monthly Service Fee
Performance Credits
Planned Maintenance
Recovery Point Objective (RPO)
Recovery Time Objective (RTO)
Response Time
Service Credits
Service Hours
Service Level Failure
Service Level Report
Service Levels
Service Window
Severity Levels
System
Third Party Dependencies
Unplanned Downtime
Uptime Percentage
Availability
Business Day
Business Hours
Critical Incident
Downtime
Emergency Maintenance
Force Majeure Event
Incident
Maintenance Window
Mean Time Between Failures (MTBF)
Mean Time to Repair (MTTR)
Measurement Period
Monthly Service Fee
Performance Credits
Planned Maintenance
Recovery Point Objective (RPO)
Recovery Time Objective (RTO)
Response Time
Service Credits
Service Hours
Service Level Failure
Service Level Report
Service Levels
Service Window
Severity Levels
System
Third Party Dependencies
Unplanned Downtime
Uptime Percentage
Clauses
Service Level Requirements
Performance Monitoring
Service Credits and Penalties
Measurement and Reporting
Problem Resolution
Incident Management
Maintenance Windows
Force Majeure
Disaster Recovery
Business Continuity
Scheduled Downtime
Emergency Maintenance
Security Requirements
Data Protection
Confidentiality
Technical Support
Escalation Procedures
Change Management
Service Provider Obligations
Customer Obligations
Third Party Dependencies
Termination Rights
Liability Limitations
Insurance Requirements
Dispute Resolution
Audit Rights
Compliance Requirements
Service Level Reviews
Root Cause Analysis
Service Improvement
Performance Monitoring
Service Credits and Penalties
Measurement and Reporting
Problem Resolution
Incident Management
Maintenance Windows
Force Majeure
Disaster Recovery
Business Continuity
Scheduled Downtime
Emergency Maintenance
Security Requirements
Data Protection
Confidentiality
Technical Support
Escalation Procedures
Change Management
Service Provider Obligations
Customer Obligations
Third Party Dependencies
Termination Rights
Liability Limitations
Insurance Requirements
Dispute Resolution
Audit Rights
Compliance Requirements
Service Level Reviews
Root Cause Analysis
Service Improvement
Relevant Industries
Relevant Teams
Relevant Roles
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