This Service Level Agreement Uptime is designed for use in Singapore's business environment where service availability is critical to operations. The document establishes clear, measurable commitments for system uptime, defines the methodology for measuring service availability, and outlines the consequences of failing to meet these commitments. It incorporates Singapore's regulatory framework, including cybersecurity requirements and data protection obligations, while providing mechanisms for service credits and dispute resolution. This agreement is particularly relevant for technology services, cloud computing, and mission-critical systems where continuous availability is essential.
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1. Parties: Identification and details of the service provider and customer
2. Background: Context and purpose of the SLA
3. Definitions: Key terms used throughout the agreement including uptime, downtime, scheduled maintenance, and service levels
4. Service Level Commitments: Specific uptime guarantees and performance metrics, including measurement periods and exclusions
5. Measurement and Reporting: How uptime is measured, monitored, and reported, including reporting frequency and methods
6. Service Credits: Compensation mechanism for failing to meet SLAs, including calculation methods and claim procedures
7. Force Majeure: Circumstances beyond reasonable control that excuse performance obligations
8. Term and Termination: Duration of the agreement and conditions for termination
1. Security Requirements: Specific security measures, compliance requirements, and cybersecurity standards when handling sensitive systems
2. Disaster Recovery: Recovery procedures, timelines, and business continuity measures for critical services
3. Data Protection: Specific data handling requirements and compliance with PDPA when personal data is involved
4. Change Management: Procedures for service modifications and system changes in complex environments
1. Service Description Schedule: Detailed description of services covered under the SLA
2. Performance Metrics Schedule: Detailed metrics, calculation methodologies, and measurement standards
3. Service Credit Calculation Schedule: Detailed calculation methods and examples for service credits
4. Technical Requirements Schedule: Technical specifications, system requirements, and infrastructure details
5. Contact Matrix: Key contacts, escalation procedures, and communication protocols
Relevant legal definitions
Agreement
Availability
Business Day
Business Hours
Core Service Hours
Downtime
Emergency Maintenance
Excused Downtime
Force Majeure Event
Incident
Maintenance Window
Measurement Period
Monthly Uptime Percentage
Planned Maintenance
Resolution Time
Response Time
Service
Service Credits
Service Level
Service Level Failure
Service Level Objective (SLO)
Service Level Target
Support Hours
System
Unplanned Downtime
Uptime
Uptime Calculation
Working Hours
Availability
Business Day
Business Hours
Core Service Hours
Downtime
Emergency Maintenance
Excused Downtime
Force Majeure Event
Incident
Maintenance Window
Measurement Period
Monthly Uptime Percentage
Planned Maintenance
Resolution Time
Response Time
Service
Service Credits
Service Level
Service Level Failure
Service Level Objective (SLO)
Service Level Target
Support Hours
System
Unplanned Downtime
Uptime
Uptime Calculation
Working Hours
Clauses
Uptime Commitments
Service Level Measurements
Monitoring and Reporting
Service Credits
Scheduled Maintenance
Emergency Maintenance
Force Majeure
Service Level Exclusions
Performance Monitoring
Problem Resolution
Escalation Procedures
Change Management
Disaster Recovery
Business Continuity
Customer Obligations
Service Provider Obligations
Security Requirements
Data Protection
Confidentiality
Audit Rights
Termination Rights
Service Credit Claims
Dispute Resolution
Governing Law
Liability Limitations
Insurance Requirements
Indemnification
Notice Requirements
Assignment Rights
Amendments
Service Level Measurements
Monitoring and Reporting
Service Credits
Scheduled Maintenance
Emergency Maintenance
Force Majeure
Service Level Exclusions
Performance Monitoring
Problem Resolution
Escalation Procedures
Change Management
Disaster Recovery
Business Continuity
Customer Obligations
Service Provider Obligations
Security Requirements
Data Protection
Confidentiality
Audit Rights
Termination Rights
Service Credit Claims
Dispute Resolution
Governing Law
Liability Limitations
Insurance Requirements
Indemnification
Notice Requirements
Assignment Rights
Amendments
Relevant Industries
Relevant Teams
Relevant Roles
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