SLA With Vendor Template for Singapore

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Key Requirements PROMPT example:

SLA With Vendor

"I need an SLA With Vendor agreement for a cloud hosting provider in Singapore who will be managing our mission-critical data infrastructure, with strict uptime requirements of 99.99% and substantial service credits for any breaches."

Document background
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.
Suggested Sections

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

Optional Sections

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

Suggested Schedules

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

Authors

Alex Denne

Head of Growth (Open Source Law) @ Genie AI | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

Relevant legal definitions
Clauses
Industries

Contract Law (Chapter 53): Primary legislation governing formation and enforcement of contracts in Singapore, essential for basic SLA structure and enforceability

Electronic Transactions Act (ETA): Governs electronic transactions and digital signatures, relevant for online service delivery and electronic communications

Personal Data Protection Act 2012 (PDPA): Regulates collection, use, and disclosure of personal data, crucial for data handling provisions in SLA

IMDA Regulations: Specific regulations for IT and telecommunications services if applicable to the service scope

MAS Guidelines: Regulatory requirements for financial services if the SLA involves financial sector services

Healthcare Services Act: Specific requirements for healthcare service providers if the SLA involves healthcare services

Consumer Protection (Fair Trading) Act: Ensures fair trading practices and consumer protection in service agreements

Unfair Contract Terms Act: Regulates unfair terms in contracts, ensuring balanced and fair contractual obligations

Cybersecurity Act 2018: Governs cybersecurity requirements and obligations for critical information infrastructure

Competition Act: Relevant for pricing and service terms to ensure compliance with competition laws

Mediation Act 2017: Framework for mediation proceedings in case of disputes

Arbitration Act: Governs arbitration proceedings for dispute resolution in Singapore

Employment Act: Relevant if the service involves staff secondment or personnel deployment

Companies Act: Corporate law requirements affecting business entities in the contract

GST Act: Taxation requirements for services provided under the SLA

Contracts (Rights of Third Parties) Act: Governs third party rights and obligations under the contract

Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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