The SLA With Vendor agreement is essential for organizations in Singapore seeking to establish clear, enforceable service standards with their vendors. This document is particularly relevant when engaging external service providers for critical business functions, where specific performance levels need to be maintained and measured. It incorporates Singapore's regulatory requirements and industry standards, defining key performance indicators (KPIs), measurement methodologies, reporting requirements, and remediation processes. The agreement typically includes service credits or other remedies for performance failures, ensuring vendor accountability while maintaining compliance with Singapore's legal framework.
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1. Parties: Identification and details of the service provider and customer
2. Background: Context and purpose of the agreement
3. Definitions: Key terms used throughout the agreement
4. Service Descriptions: Detailed description of services to be provided
5. Service Levels: Specific performance metrics and standards
6. Service Credits: Compensation mechanism for service level failures
7. Measurement and Reporting: How service levels will be measured and reported
8. Term and Termination: Duration and termination provisions
1. Data Protection: Provisions governing the handling and protection of personal data under PDPA requirements
2. Business Continuity: Disaster recovery and business continuity provisions for ensuring service continuity
3. Change Management: Process and procedures for implementing changes to services or agreement terms
4. Security Requirements: Specific security obligations and compliance requirements for service delivery
1. Schedule 1 - Service Level Metrics: Detailed performance metrics, calculations, and measurement methodologies
2. Schedule 2 - Pricing Schedule: Detailed pricing structure, payment terms, and fee calculations
3. Schedule 3 - Service Credit Calculation: Formula and examples for calculating service credits for performance failures
4. Schedule 4 - Reporting Templates: Standard formats and templates for service level reporting and monitoring
5. Schedule 5 - Technical Specifications: Detailed technical requirements, specifications, and service standards
Relevant legal definitions
Agreement
Service Levels
Service Credits
Services
Effective Date
Initial Term
Measurement Period
Business Day
Business Hours
Service Level Failure
Service Level Report
Critical Service Level
Key Performance Indicators
Response Time
Resolution Time
Scheduled Maintenance
Emergency Maintenance
System Availability
Downtime
Force Majeure Event
Service Level Methodology
Service Desk
Support Hours
Incident
Priority Levels
Root Cause Analysis
Service Review Meeting
Escalation Procedures
Change Request
Acceptance Criteria
Reporting Period
Service Level Credits
Service Commencement Date
Transition Period
Exit Plan
Confidential Information
Personal Data
Intellectual Property Rights
Representative
Service Provider Personnel
Service Levels
Service Credits
Services
Effective Date
Initial Term
Measurement Period
Business Day
Business Hours
Service Level Failure
Service Level Report
Critical Service Level
Key Performance Indicators
Response Time
Resolution Time
Scheduled Maintenance
Emergency Maintenance
System Availability
Downtime
Force Majeure Event
Service Level Methodology
Service Desk
Support Hours
Incident
Priority Levels
Root Cause Analysis
Service Review Meeting
Escalation Procedures
Change Request
Acceptance Criteria
Reporting Period
Service Level Credits
Service Commencement Date
Transition Period
Exit Plan
Confidential Information
Personal Data
Intellectual Property Rights
Representative
Service Provider Personnel
Clauses
Interpretation
Service Provision
Service Levels
Service Credits
Performance Monitoring
Reporting Requirements
Payment Terms
Governance
Change Management
Data Protection
Confidentiality
Intellectual Property Rights
Warranties
Liability and Indemnification
Force Majeure
Term and Termination
Exit Management
Business Continuity
Disaster Recovery
Audit Rights
Security Requirements
Personnel Requirements
Subcontracting
Insurance
Dispute Resolution
Notices
Assignment and Novation
Entire Agreement
Variation
Severability
Governing Law
Third Party Rights
Anti-Bribery and Corruption
Escalation Procedures
Service Level Review
Root Cause Analysis
Service Provision
Service Levels
Service Credits
Performance Monitoring
Reporting Requirements
Payment Terms
Governance
Change Management
Data Protection
Confidentiality
Intellectual Property Rights
Warranties
Liability and Indemnification
Force Majeure
Term and Termination
Exit Management
Business Continuity
Disaster Recovery
Audit Rights
Security Requirements
Personnel Requirements
Subcontracting
Insurance
Dispute Resolution
Notices
Assignment and Novation
Entire Agreement
Variation
Severability
Governing Law
Third Party Rights
Anti-Bribery and Corruption
Escalation Procedures
Service Level Review
Root Cause Analysis
Relevant Industries
Relevant Teams
Relevant Roles
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