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1. Parties: Identification of service provider and customer with full legal names and addresses
2. Background: Context and purpose of the SLA, including the nature of infrastructure services to be provided
3. Definitions: Key terms used throughout the agreement including technical infrastructure terminology
4. Service Levels: Detailed performance metrics, standards, and measurement methodology for infrastructure services
5. Service Credits: Compensation mechanism and calculations for service level failures
6. Monitoring and Reporting: Methods and tools for tracking and reporting performance metrics
7. Response and Resolution Times: Specified timeframes for addressing different categories of infrastructure issues
8. Maintenance and Support: Terms for regular maintenance, updates, and technical support services
9. Term and Termination: Duration of the agreement and conditions for termination
1. Business Continuity: Disaster recovery procedures and business continuity planning for critical infrastructure
2. Security Requirements: Specific security protocols, standards, and compliance requirements for infrastructure
3. Data Processing: Data handling, protection measures, and compliance with Singapore's PDPA requirements
4. Regulatory Compliance: Specific provisions addressing compliance with Singapore's infrastructure-related regulations
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service levels including uptime, performance, and reliability metrics
2. Schedule 2 - Pricing and Service Credits: Detailed breakdown of service credits calculation and penalty mechanisms
3. Schedule 3 - Technical Infrastructure Specifications: Comprehensive details of infrastructure components, architecture, and technical requirements
4. Schedule 4 - Incident Response Procedures: Step-by-step procedures for handling various categories of service disruptions
5. Schedule 5 - Compliance Requirements: Specific regulatory and compliance requirements applicable to the infrastructure services
Availability
Business Day
Business Hours
Change Management
Confidential Information
Critical Infrastructure
Data Center
Disaster Recovery
Downtime
Force Majeure
Incident
Infrastructure Services
Maintenance Window
Mean Time to Repair (MTTR)
Mean Time Between Failures (MTBF)
Monitoring Period
Performance Metrics
Priority Levels
Resolution Time
Response Time
Service Credits
Service Hours
Service Level Failure
Service Level Objectives (SLOs)
Service Level Requirements
Service Provider
Support Services
System
Third Party Provider
Uptime
Urgent Maintenance
Working Hours
Measurement and Monitoring
Service Credits and Penalties
Reporting and Review
Maintenance and Support
Incident Response
Disaster Recovery
Business Continuity
Security Requirements
Data Protection
Change Management
Force Majeure
Termination
Dispute Resolution
Confidentiality
Liability and Indemnification
Insurance
Compliance with Laws
Subcontracting
Intellectual Property
Audit Rights
Escalation Procedures
Service Hours
Payment Terms
Warranties
Notice Requirements
Assignment
Amendments
Governing Law
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