This SLA for Incident Management is designed for organizations operating in Singapore requiring formal incident response frameworks. The agreement establishes clear service levels, response times, and accountability measures while ensuring compliance with Singapore's regulatory requirements. It is particularly relevant when organizations need to formalize their incident management processes, establish clear performance metrics, and define compensation mechanisms for service failures. The document incorporates Singapore's specific legal requirements, including PDPA compliance and cybersecurity obligations, making it suitable for both local and international organizations operating within Singapore's jurisdiction.
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1. Parties: Identification of service provider and customer
2. Background: Context of the agreement and relationship between parties
3. Definitions: Key terms used throughout the agreement including incident classifications, severity levels, and response times
4. Service Levels: Detailed metrics and performance standards for incident response and resolution
5. Incident Classification: Categories of incidents and their severity levels, including impact assessment criteria
6. Response Times: Guaranteed response times for each incident category and severity level
7. Reporting Requirements: Incident reporting procedures, timeframes, and documentation requirements
8. Service Credits: Compensation mechanism for failing to meet agreed service levels
1. Business Continuity: Disaster recovery procedures and business continuity requirements for critical incidents
2. Security Requirements: Specific security measures and protocols for incident handling and prevention
3. Data Protection: PDPA compliance measures and data handling requirements during incident management
1. Schedule 1 - Service Level Metrics: Detailed performance indicators and measurement methods for incident management
2. Schedule 2 - Incident Response Procedures: Step-by-step incident handling procedures and workflows
3. Schedule 3 - Contact Matrix: Key contacts and escalation paths for incident management
4. Schedule 4 - Service Credit Calculations: Formula and examples for service credit computation based on SLA breaches
5. Schedule 5 - Reporting Templates: Standard formats for incident reporting and documentation
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