The Service Level Agreement In Procurement is essential for organizations operating in Singapore seeking to establish clear, measurable standards for service delivery in their procurement relationships. This document type combines procurement best practices with specific service level commitments, typically used when organizations need to ensure consistent service quality and have mechanisms for measuring and managing supplier performance. It incorporates Singapore's legal framework, including the Contracts Act and procurement regulations, while providing detailed metrics, reporting requirements, and remedial actions for service shortfalls.
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1. Parties: Identification and details of contracting parties including full legal names, registration numbers, and addresses
2. Background: Context and purpose of the agreement, including the procurement relationship and service delivery objectives
3. Definitions: Key terms used throughout the agreement, including technical, operational, and legal definitions
4. Service Levels: Detailed performance metrics and standards that the supplier must meet in service delivery
5. Performance Measurement: Methods and procedures for measuring, monitoring, and reporting service level performance
6. Service Credits: Financial mechanisms for service level failures including calculation methods and recovery processes
7. Governance: Management structure, reporting requirements, and oversight procedures for the agreement
8. Term and Termination: Duration of the agreement, renewal options, and conditions for termination
1. Transition Services: Provisions for service transition periods, applicable when service transfer is complex or critical
2. Business Continuity: Disaster recovery and business continuity requirements, essential for critical services
3. Step-in Rights: Provisions allowing customer to take over services in specific circumstances, relevant for essential services
1. Schedule 1 - Service Descriptions: Detailed specifications of all services to be provided under the agreement
2. Schedule 2 - Service Level Metrics: Comprehensive list of KPIs, measurement methodologies, and reporting requirements
3. Schedule 3 - Pricing and Service Credits: Detailed pricing structure, payment terms, and service credit calculations
4. Schedule 4 - Governance Procedures: Detailed procedures for contract management, escalation, and dispute resolution
5. Schedule 5 - Technical Requirements: Technical specifications, system requirements, and operational standards
Relevant legal definitions
Agreement
Applicable Law
Business Day
Commencement Date
Confidential Information
Contract Year
Customer Data
Deliverables
Force Majeure Event
Good Industry Practice
Key Performance Indicators (KPIs)
Measurement Period
Minimum Service Levels
Operating Hours
Performance Credits
Performance Reports
Procurement Requirements
Quality Standards
Reporting Period
Response Time
Service Credits
Service Hours
Service Level Failure
Service Level Requirements
Service Levels
Service Provider Personnel
Services
Supplier
Term
Third Party Providers
Working Hours
Applicable Law
Business Day
Commencement Date
Confidential Information
Contract Year
Customer Data
Deliverables
Force Majeure Event
Good Industry Practice
Key Performance Indicators (KPIs)
Measurement Period
Minimum Service Levels
Operating Hours
Performance Credits
Performance Reports
Procurement Requirements
Quality Standards
Reporting Period
Response Time
Service Credits
Service Hours
Service Level Failure
Service Level Requirements
Service Levels
Service Provider Personnel
Services
Supplier
Term
Third Party Providers
Working Hours
Clauses
Definitions and Interpretation
Term and Duration
Service Obligations
Service Level Requirements
Performance Monitoring
Service Credits and Penalties
Reporting Requirements
Governance and Review
Change Management
Payment Terms
Pricing Adjustments
Continuous Improvement
Quality Assurance
Compliance
Audit Rights
Data Protection
Confidentiality
Intellectual Property
Force Majeure
Liability and Indemnification
Insurance
Dispute Resolution
Termination
Exit Management
Business Continuity
Subcontracting
Assignment
Notices
Entire Agreement
Governing Law
Severability
Waiver
Force Majeure
Anti-Corruption
Environmental Compliance
Term and Duration
Service Obligations
Service Level Requirements
Performance Monitoring
Service Credits and Penalties
Reporting Requirements
Governance and Review
Change Management
Payment Terms
Pricing Adjustments
Continuous Improvement
Quality Assurance
Compliance
Audit Rights
Data Protection
Confidentiality
Intellectual Property
Force Majeure
Liability and Indemnification
Insurance
Dispute Resolution
Termination
Exit Management
Business Continuity
Subcontracting
Assignment
Notices
Entire Agreement
Governing Law
Severability
Waiver
Force Majeure
Anti-Corruption
Environmental Compliance
Relevant Industries
Relevant Teams
Relevant Roles
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