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IT Outsourcing Service Level Agreement
"I need an IT Outsourcing Service Level Agreement for our Singapore-based fintech company that covers cloud infrastructure management and cybersecurity services, with strict data protection clauses and monthly performance reviews to begin from March 2025."
1. Parties: Identification of service provider and client with full legal details
2. Background: Context of the agreement and brief description of services to be provided
3. Definitions: Key terms used throughout the agreement including technical terminology
4. Services: Detailed description of IT services to be provided
5. Service Levels: Specific performance metrics, KPIs, and measurement methods
6. Data Protection and Security: PDPA compliance requirements and security measures
7. Fees and Payment: Pricing structure, payment terms, and billing procedures
8. Term and Termination: Duration of agreement and termination conditions
1. Change Management: Procedures for implementing changes to services - recommended for complex or long-term engagements
2. Business Continuity: Disaster recovery and business continuity procedures - essential for critical services or regulated industries
3. Transition Services: Process for transitioning services in/out - recommended when complex implementation or exit is expected
4. Compliance with Industry Standards: Specific industry compliance requirements - necessary for regulated industries like finance or healthcare
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and KPIs
2. Schedule 2 - Pricing Schedule: Detailed breakdown of fees and pricing structure
3. Schedule 3 - Security Requirements: Detailed security protocols and requirements
4. Schedule 4 - Data Processing Agreement: Specific terms for handling personal data under PDPA
5. Schedule 5 - Business Continuity Plan: Detailed procedures for service continuity
6. Schedule 6 - Exit Plan: Detailed procedures for service termination and transition
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