Service Level Agreement Availability documents are essential for businesses operating in Singapore that require guaranteed service uptime and availability metrics. This agreement type is particularly crucial in the context of Singapore's developed digital economy and strict regulatory environment. The document establishes clear expectations for service availability, defines measurement methodologies, outlines reporting requirements, and specifies remedies for service disruptions. It incorporates local regulatory requirements while addressing specific industry standards and guidelines. The agreement is designed to provide both parties with clear metrics for success and failure, along with predetermined responses to various scenarios of service unavailability.
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1. Parties: Identification of service provider and customer
2. Background: Context and purpose of the SLA
3. Definitions: Key terms used throughout the agreement including availability metrics, downtime, scheduled maintenance
4. Service Levels: Specific availability commitments, uptime guarantees, and performance metrics
5. Measurement and Reporting: Methods for measuring availability, reporting frequency, and monitoring tools
6. Service Credits: Compensation mechanism and calculations for service level failures
7. Force Majeure: Circumstances beyond reasonable control that excuse performance
8. Term and Termination: Duration of agreement and conditions for termination
9. Governing Law: Specification of Singapore law as governing law and jurisdiction
1. Security Requirements: Specific security measures, compliance requirements, and certifications when dealing with sensitive data or regulated industries
2. Disaster Recovery: Recovery procedures, timelines, and business continuity measures for critical services
3. Data Protection: PDPA compliance measures and specific data handling requirements when processing personal data
4. Change Management: Procedures for implementing changes to service levels or technical specifications
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of availability measurements and calculation methods
2. Schedule 2 - Service Credit Calculations: Detailed formula and examples for calculating service credits for various breach scenarios
3. Schedule 3 - Technical Support Details: Support levels, response times, and escalation procedures for various incident types
4. Schedule 4 - Incident Management Procedures: Step-by-step procedures for handling and reporting service disruptions
5. Schedule 5 - Contact Details: List of key contacts for both parties including technical, management and emergency contacts
Relevant legal definitions
Agreed Service Hours
Availability
Business Day
Business Hours
Downtime
Emergency Maintenance
Excluded Events
Force Majeure Event
Incident
Maintenance Window
Measurement Period
Monthly Availability Percentage
Planned Maintenance
Recovery Time Objective (RTO)
Recovery Point Objective (RPO)
Response Time
Service
Service Credits
Service Level Failure
Service Level Objectives (SLOs)
Service Level Requirements
Service Level Targets
Service Levels
Service Provider Systems
Severity Levels
Support Hours
System
Unplanned Downtime
Uptime
Working Hours
Availability
Business Day
Business Hours
Downtime
Emergency Maintenance
Excluded Events
Force Majeure Event
Incident
Maintenance Window
Measurement Period
Monthly Availability Percentage
Planned Maintenance
Recovery Time Objective (RTO)
Recovery Point Objective (RPO)
Response Time
Service
Service Credits
Service Level Failure
Service Level Objectives (SLOs)
Service Level Requirements
Service Level Targets
Service Levels
Service Provider Systems
Severity Levels
Support Hours
System
Unplanned Downtime
Uptime
Working Hours
Clauses
Service Levels and Targets
Measurement and Monitoring
Reporting
Service Credits
Exclusions
Force Majeure
Planned Maintenance
Emergency Maintenance
Problem Resolution
Incident Response
Escalation Procedures
Customer Obligations
Service Provider Obligations
Change Management
Dispute Resolution
Termination
Governance
Review and Improvement
Confidentiality
Data Protection
Disaster Recovery
Business Continuity
Audit Rights
Liability
Insurance
Subcontracting
Notices
Assignment
Entire Agreement
Variation
Severability
Governing Law
Measurement and Monitoring
Reporting
Service Credits
Exclusions
Force Majeure
Planned Maintenance
Emergency Maintenance
Problem Resolution
Incident Response
Escalation Procedures
Customer Obligations
Service Provider Obligations
Change Management
Dispute Resolution
Termination
Governance
Review and Improvement
Confidentiality
Data Protection
Disaster Recovery
Business Continuity
Audit Rights
Liability
Insurance
Subcontracting
Notices
Assignment
Entire Agreement
Variation
Severability
Governing Law
Relevant Industries
Relevant Teams
Relevant Roles
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