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HR Service Level Agreement Template for Singapore

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Key Requirements PROMPT example:

HR Service Level Agreement

"I need a HR Service Level Agreement for outsourcing our HR operations to a third-party provider in Singapore, with specific KPIs for payroll processing (99.9% accuracy) and employee onboarding (48-hour turnaround), starting March 2025."

What is a HR Service Level Agreement?

The HR Service Level Agreement is a critical document used when organizations outsource or formalize their HR service delivery arrangements in Singapore. It sets clear expectations for service quality, response times, and performance metrics while ensuring compliance with Singapore's employment laws and regulations. This agreement typically includes detailed service descriptions, KPIs, reporting requirements, data protection provisions, and escalation procedures. The document is essential for maintaining consistent HR service delivery and protecting both parties' interests while adhering to local legal requirements.

What sections should be included in a HR Service Level Agreement?

1. Parties: Identification and details of the service provider and client organization

2. Background: Context and purpose of the HR services agreement

3. Definitions: Key terms used throughout the agreement including references to Singapore employment legislation

4. Scope of Services: Detailed description of HR services to be provided, ensuring compliance with Singapore employment laws

5. Service Levels: Specific performance metrics and standards for HR service delivery

6. Term and Termination: Duration of agreement and termination conditions aligned with Singapore employment regulations

7. Fees and Payment: Pricing structure and payment terms

8. Compliance Requirements: Obligations under Singapore employment laws, PDPA, and other relevant legislation

9. Confidentiality and Data Protection: Data protection obligations under PDPA and confidentiality requirements

What sections are optional to include in a HR Service Level Agreement?

1. Transition Services: Procedures for transitioning HR services from existing providers or internal teams

2. Technology Requirements: Technical specifications for HR systems and data management platforms

3. Business Continuity: Disaster recovery and service continuation plans for critical HR functions

4. Foreign Employment Provisions: Additional requirements when dealing with foreign workforce under Employment of Foreign Manpower Act

5. Union Relations: Procedures for handling union matters under Industrial Relations Act

What schedules should be included in a HR Service Level Agreement?

1. Schedule 1 - Detailed Service Description: Comprehensive breakdown of each HR service offering and delivery specifications

2. Schedule 2 - Service Level Metrics: Detailed KPIs, performance measurements, and reporting requirements

3. Schedule 3 - Price Schedule: Detailed pricing breakdown, payment terms, and fee calculation methods

4. Schedule 4 - Data Protection Requirements: Specific PDPA compliance requirements and data handling procedures

5. Schedule 5 - Escalation Matrix: Contact details and escalation procedures for service issues

6. Schedule 6 - Compliance Checklist: Checklist of relevant Singapore employment laws and regulatory requirements

Authors

Alex Denne

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

Relevant legal definitions



































Clauses



































Industries

Employment Act (Chapter 91): Primary legislation covering basic employment terms and conditions, including working hours, overtime provisions, leave entitlements, and salary protection

Employment Claims Act 2016: Governs dispute resolution mechanisms and sets statutory limits for employment-related claims

Personal Data Protection Act (PDPA): Regulates the handling of employee personal data, including data protection obligations and consent requirements

Workplace Safety and Health Act: Establishes safety standards, obligations, and risk management requirements for workplace safety

Central Provident Fund Act: Governs mandatory contributions and payment obligations for Singapore's social security savings scheme

Industrial Relations Act: Regulates labor-management relations and union matters in the workplace

Work Injury Compensation Act: Provides framework for workplace injury coverage and compensation requirements

Employment of Foreign Manpower Act: Regulates the employment of foreign workers, including work pass requirements and obligations

Fair Employment Practices: Includes Tripartite Guidelines and TAFEP guidelines for ensuring fair employment practices

COVID-19 Workplace Regulations: Current workplace safety measures and remote working provisions related to pandemic management

Singapore Contract Law: Common law principles governing contract formation, terms and conditions, breach and remedies

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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