Social Media SLA for Singapore

Social Media SLA Template for Singapore

A Social Media Service Level Agreement (SLA) under Singapore law establishes performance metrics, response times, and service standards for social media management services. It incorporates requirements from Singapore's PDPA, POFMA, and relevant digital content regulations, while defining responsibilities for content moderation, crisis management, and data protection. The document ensures compliance with Singapore's strict digital content and data protection laws while maintaining service quality standards.

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What is a Social Media SLA?

The Social Media SLA is essential for organizations engaging professional social media management services in Singapore. It provides a framework for measuring and maintaining service quality while ensuring compliance with Singapore's stringent digital regulations. The document specifies key performance indicators, response times, content moderation standards, and data protection protocols. Used when establishing or formalizing social media management relationships, this agreement protects both service providers and clients while adhering to PDPA, POFMA, and other relevant Singapore legislation.

What sections should be included in a Social Media SLA?

1. Parties: Details of service provider and client organization

2. Background: Context of the agreement and relationship between parties

3. Definitions: Key terms used throughout the agreement including platform-specific terminology

4. Service Levels: Specific performance metrics and standards for social media management

5. Response Times: Agreed timeframes for various types of responses and content management

6. Data Protection: PDPA compliance requirements and data handling procedures

7. Content Moderation: Standards and procedures for content management and compliance with POFMA

8. Term and Termination: Duration of agreement and conditions for termination

9. Fees and Payment: Payment terms, fee structure, and billing procedures

What sections are optional to include in a Social Media SLA?

1. Crisis Management: Procedures for handling social media crises and emergency response protocols

2. Influencer Management: Guidelines for managing influencer relationships and compliance with advertising standards

3. Analytics Reporting: Specific metrics, reporting requirements, and performance tracking procedures

4. Compliance with Platform Policies: Specific requirements for compliance with individual social media platform policies

What schedules should be included in a Social Media SLA?

1. Schedule 1 - Service Level Metrics: Detailed breakdown of performance indicators and targets

2. Schedule 2 - Rate Card: Pricing for various services and additional work

3. Schedule 3 - Content Guidelines: Specific content standards and brand guidelines

4. Schedule 4 - Response Matrix: Classification of different types of posts/comments and required response times

5. Schedule 5 - Escalation Procedures: Detailed steps for handling different types of issues and incidents

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

Cost

Free to use

Relevant legal definitions

Clauses

Relevant Industries

Retail
Food & Beverage
Entertainment
Financial Services
Healthcare

Relevant Teams

Marketing
Legal
Communications
Customer Service
Compliance

Relevant Roles

Social Media Manager
Digital Marketing Director
Content Manager
Community Manager
Compliance Officer

Industries

Personal Data Protection Act (PDPA) 2012: Singapore's primary data protection legislation that governs the collection, use, disclosure, and protection of personal data. Essential for defining data handling requirements in social media SLAs.

Cybersecurity Act 2018: Establishes a framework for the protection of critical information infrastructure and cybersecurity standards in Singapore. Relevant for security provisions in the SLA.

Electronic Transactions Act (ETA): Provides legal foundation for electronic transactions and digital signatures, important for online service agreements and digital communications.

Protection from Harassment Act (POHA): Addresses cyber harassment and online abuse, relevant for content moderation and user protection provisions in social media services.

Copyright Act 2021: Updated legislation governing intellectual property rights in Singapore, crucial for content ownership and usage rights on social media platforms.

Broadcasting Act: Regulates internet content providers and broadcasting services, including social media content standards and requirements.

Protection from Online Falsehoods and Manipulation Act (POFMA) 2019: Addresses fake news and online misinformation, essential for content verification and removal procedures in social media services.

IMDA Guidelines: Regulatory guidelines from the Infocomm Media Development Authority covering various aspects of digital service provision in Singapore.

ASAS Social Media Guidelines: Advertising Standards Authority of Singapore's guidelines for social media advertising and marketing practices.

Contract Law: Common law principles governing contract formation and enforcement in Singapore, fundamental for SLA structuring.

Competition Act: Regulates competitive practices and prevents anti-competitive behavior in business operations.

Consumer Protection (Fair Trading) Act: Protects consumer interests and ensures fair trading practices, relevant for B2C social media services.

ISO/IEC 27001: International standard for information security management, providing framework for security measures in social media services.

Technical Reference 76 (TR 76): Singapore-specific service standards guidelines, providing benchmarks for service quality and performance metrics.

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A Singapore-law governed agreement defining service levels, metrics, and obligations between a service provider and customer.

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What is a Social Media SLA?

What sections should be included in a Social Media SLA?

What sections are optional to include in a Social Media SLA?

What schedules should be included in a Social Media SLA?

Authors

Alex Denne

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