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Data Warehouse SLA
"I need a Data Warehouse SLA for my fintech company operating in Singapore, with strict uptime requirements of 99.99% and specific provisions for handling sensitive financial data in compliance with MAS guidelines."
1. Parties: Identification and details of the service provider and client
2. Background: Context and purpose of the SLA
3. Definitions: Key terms used throughout the agreement
4. Service Levels: Detailed performance metrics, availability requirements, and response times
5. Security Requirements: Data security protocols, access controls, and compliance requirements
6. Data Management: Data handling, storage, backup, and recovery procedures
7. Reporting and Monitoring: Performance monitoring and reporting obligations
8. Term and Termination: Duration of agreement and termination conditions
9. Liability and Indemnification: Allocation of risks and responsibilities between parties
1. Disaster Recovery: Specific disaster recovery procedures for critical data and systems
2. Cross-border Data Transfers: Requirements and procedures for international data movement
3. Industry-Specific Compliance: Additional compliance requirements for regulated sectors like finance or healthcare
4. Change Management: Procedures for implementing changes to services or requirements
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service levels and measurement methods
2. Schedule 2 - Pricing Schedule: Detailed pricing structure and payment terms
3. Schedule 3 - Security Protocols: Detailed security requirements and procedures
4. Schedule 4 - Data Processing Agreement: Specific terms for data processing activities and PDPA compliance
5. Schedule 5 - Incident Response Plan: Detailed procedures for handling security incidents and breaches
6. Schedule 6 - Performance Reports: Templates and requirements for regular performance reporting
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