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SLA Communication for Singapore

SLA Communication Template for Singapore

A Service Level Agreement for Communication Services under Singapore law that establishes performance metrics, service standards, and accountability measures for communication services. The document incorporates requirements from Singapore's Telecommunications Act, PDPA, and IMDA regulations, ensuring compliance with local data protection and telecommunications standards while defining service levels, support mechanisms, and remedies for service disruptions.

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What is a SLA Communication?

The Communication Services SLA is essential for organizations operating in Singapore requiring defined standards for their communication services. This document type is particularly relevant when establishing or maintaining communication services that must comply with Singapore's strict regulatory environment. An SLA Communication agreement typically includes detailed service metrics, compliance requirements with IMDA standards, data protection measures under PDPA, and specific performance indicators. It serves as a crucial tool for ensuring service quality, defining responsibilities, and establishing clear accountability measures in communication service delivery.

What sections should be included in a SLA Communication?

1. Parties: Identification and details of service provider and customer

2. Background: Context and purpose of the SLA

3. Definitions: Key terms used throughout the agreement

4. Service Description: Detailed description of communications services covered

5. Service Levels: Specific performance metrics and standards

6. Service Credits: Compensation mechanism for service level failures

7. Support and Response Times: Support levels and response time commitments

8. Term and Termination: Duration and termination provisions

What sections are optional to include in a SLA Communication?

1. Business Continuity: Disaster recovery provisions for critical communication services

2. Security Requirements: Specific security protocols and standards for handling sensitive data or critical infrastructure

3. Data Processing: Specific data handling requirements when personal data processing is involved

What schedules should be included in a SLA Communication?

1. Service Level Metrics: Detailed technical specifications of service levels

2. Pricing Schedule: Detailed pricing structure and service credits calculation

3. Technical Requirements: Specific technical requirements and standards

4. Incident Management Procedures: Detailed procedures for handling service incidents

5. Contact Details: Key contacts for both parties including escalation matrix

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

Jurisdiction

Singapore

Publisher

Ƶ

Cost

Free to use
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Industries

Telecommunications Act 1999: Primary legislation governing telecommunications services and infrastructure in Singapore, including licensing requirements and operational standards

Telecommunications (Amendment) Act 2022: Recent updates to the telecommunications regulatory framework addressing modern communication services and technologies

IMDA Act 2016: Establishes the Info-communications Media Development Authority and its regulatory powers over communication services

Personal Data Protection Act 2012: Governs the collection, use, and disclosure of personal data by organizations, including communication service providers

PDPA Regulations 2021: Updated regulations for personal data protection including mandatory breach notifications and data portability

Spam Control Act 2007: Regulates the sending of unsolicited commercial messages and requirements for communication service providers

Consumer Protection (Fair Trading) Act 2003: Protects consumers against unfair practices and establishes rights in service agreements

Consumer Protection (Trade Descriptions and Safety Requirements) Act: Ensures accurate service descriptions and maintains safety standards in consumer services

Cybersecurity Act 2018: Framework for cybersecurity requirements and incident management for critical information infrastructure

IMDA Internet Code of Practice: Guidelines for internet service provision and content standards in Singapore

IMDA Telecom Service Resiliency Code: Standards for service reliability and business continuity in telecommunications services

IMDA Service Standards for Telecommunication Services: Specific performance metrics and service levels required for telecom service providers

IMDA Quality of Service Standards: Mandatory service quality benchmarks and performance indicators for communication services

Singapore Contract Law: Common law principles governing contract formation, execution, and enforcement

Electronic Transactions Act 2010: Legal framework for electronic contracts and digital signatures in service agreements

Competition Act 2004: Promotes competition and prevents anti-competitive practices in the telecommunications sector

Telecom Competition Code: Specific competition rules and guidelines for the telecommunications industry

IMDA Technical Standards: Technical specifications and requirements for communication infrastructure and services

Cloud Outage Incident Response Guidelines: Framework for managing and responding to service disruptions in cloud-based communications

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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