An Insurance Service Level Agreement is essential for organizations operating in Singapore's regulated insurance sector. This document establishes the framework for insurance service delivery, incorporating requirements from the Insurance Act, MAS guidelines, and PDPA. It's particularly crucial when establishing or maintaining insurance relationships that require specific performance metrics, compliance standards, and service quality measurements. The agreement helps ensure regulatory compliance while protecting both service providers and recipients in Singapore's complex insurance landscape.
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1. Parties: Identification of the insurer and service recipient
2. Background: Context of the agreement and relationship between parties
3. Definitions: Key terms used throughout the agreement including regulatory references to Insurance Act, MAS Guidelines, and PDPA
4. Service Descriptions: Detailed outline of insurance services covered and compliance with Insurance Act requirements
5. Service Levels: Performance metrics and standards in accordance with MAS Guidelines
6. Reporting Requirements: Regular reporting obligations and formats as required by MAS Notice 124
7. Data Protection: PDPA compliance measures and data security requirements
8. Term and Termination: Duration and termination provisions including regulatory notification requirements
1. Business Continuity: Required for critical insurance services, addressing MAS Business Continuity Management Guidelines
2. Technology Requirements: IT infrastructure specifications and compliance with MAS Technology Risk Management Guidelines
3. Cross-Border Provisions: International service delivery requirements and compliance with cross-border regulations
1. Schedule 1 - Service Level Metrics: Detailed performance indicators and measurement methods
2. Schedule 2 - Pricing Schedule: Fee structure and payment terms
3. Schedule 3 - Reporting Templates: Standard formats for regular reporting as required by MAS
4. Schedule 4 - Contact Matrix: Key personnel and escalation procedures
5. Schedule 5 - Data Processing Agreement: Detailed data handling procedures and PDPA compliance requirements
Relevant legal definitions
Agreement
Applicable Laws
Business Day
Confidential Information
Data Protection Laws
Effective Date
Force Majeure Event
Insurance Services
Insured
Key Performance Indicators (KPIs)
MAS
Material Breach
Performance Metrics
Personal Data
Policy
Premium
Regulatory Requirements
Service Credits
Service Hours
Service Level Requirements
Service Level Standards
Service Provider
Service Recipient
Service Reports
Services
Term
Third Party Provider
Working Hours
Critical Incident
Response Time
Resolution Time
Reporting Period
System Availability
Support Services
Disaster Recovery Plan
Business Continuity Plan
Service Level Failure
Escalation Procedure
Authorized Representatives
Intellectual Property Rights
Applicable Laws
Business Day
Confidential Information
Data Protection Laws
Effective Date
Force Majeure Event
Insurance Services
Insured
Key Performance Indicators (KPIs)
MAS
Material Breach
Performance Metrics
Personal Data
Policy
Premium
Regulatory Requirements
Service Credits
Service Hours
Service Level Requirements
Service Level Standards
Service Provider
Service Recipient
Service Reports
Services
Term
Third Party Provider
Working Hours
Critical Incident
Response Time
Resolution Time
Reporting Period
System Availability
Support Services
Disaster Recovery Plan
Business Continuity Plan
Service Level Failure
Escalation Procedure
Authorized Representatives
Intellectual Property Rights
Clauses
Service Levels
Performance Standards
Service Measurement
Reporting Requirements
Service Credits
Data Protection
Confidentiality
Regulatory Compliance
Insurance Coverage
Risk Management
Business Continuity
Disaster Recovery
Service Hours
Response Times
Escalation Procedures
Change Management
Force Majeure
Term and Termination
Liability and Indemnification
Dispute Resolution
Governing Law
Assignment and Subcontracting
Notices
Audit Rights
Record Keeping
Information Security
Personnel Requirements
Service Provider Warranties
Intellectual Property Rights
Third Party Rights
Payment Terms
Service Review
System Availability
Incident Management
Customer Obligations
Service Implementation
Exit Management
Business Continuity
Amendments and Variations
Entire Agreement
Performance Standards
Service Measurement
Reporting Requirements
Service Credits
Data Protection
Confidentiality
Regulatory Compliance
Insurance Coverage
Risk Management
Business Continuity
Disaster Recovery
Service Hours
Response Times
Escalation Procedures
Change Management
Force Majeure
Term and Termination
Liability and Indemnification
Dispute Resolution
Governing Law
Assignment and Subcontracting
Notices
Audit Rights
Record Keeping
Information Security
Personnel Requirements
Service Provider Warranties
Intellectual Property Rights
Third Party Rights
Payment Terms
Service Review
System Availability
Incident Management
Customer Obligations
Service Implementation
Exit Management
Business Continuity
Amendments and Variations
Entire Agreement
Relevant Industries
Relevant Teams
Relevant Roles
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