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SLA For Testing Projects
"I need an SLA for Testing Projects to engage a Singapore-based testing provider for our new mobile banking application, with specific performance metrics for security testing and a requirement for 24/7 testing support during our planned launch in March 2025."
1. Parties: Identification and details of contracting parties
2. Background: Context and purpose of the testing services agreement
3. Definitions: Key terms used throughout the agreement
4. Service Levels: Detailed metrics and performance standards for testing services
5. Testing Scope and Methodology: Specific testing requirements and approaches
6. Response Times: Timeframes for different types of testing requests
7. Reporting Requirements: Format and frequency of performance reports
8. Term and Termination: Duration and conditions for ending the agreement
1. Cloud Testing Provisions: Specific requirements for cloud-based testing services, including MTCS standards compliance
2. Security Testing Requirements: Specific security testing protocols and compliance requirements for sensitive data handling
3. Cross-border Testing: Requirements and compliance measures for international testing operations
1. Schedule 1 - Service Level Metrics: Detailed breakdown of performance indicators and targets
2. Schedule 2 - Rate Card: Pricing for different types of testing services
3. Schedule 3 - Testing Tools and Environment: Specifications of testing infrastructure and tools
4. Schedule 4 - Escalation Matrix: Contact details and procedures for issue escalation
5. Schedule 5 - Report Templates: Standard formats for various testing reports
Authors
Business Day
Change Request
Confidential Information
Critical Defect
Defect
Deliverables
Key Performance Indicators (KPIs)
Major Defect
Minor Defect
Performance Metrics
Response Time
Resolution Time
Service Credits
Service Hours
Service Level Agreement
Service Level Targets
Test Cases
Test Environment
Test Plan
Test Reports
Test Scripts
Testing Period
Testing Services
Testing Tools
User Acceptance Testing
Work Products
Performance Metrics
Testing Scope
Testing Methodology
Response Times
Reporting Requirements
Quality Standards
Acceptance Criteria
Change Management
Service Credits and Penalties
Confidentiality
Data Protection
Intellectual Property
Liability and Indemnification
Force Majeure
Dispute Resolution
Termination
Payment Terms
Resource Requirements
Test Environment
Security Requirements
Compliance
Audit Rights
Warranties
Insurance
Subcontracting
Business Continuity
Communication Protocols
Documentation Requirements
Training and Support
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