The Availability SLA serves as a crucial legal and operational document in Hong Kong's technology and service sectors, establishing clear, measurable commitments for service availability between providers and their customers. This document type is essential when organizations need to formalize their service delivery standards, particularly for critical systems and services where downtime can have significant business impacts. The agreement, governed by Hong Kong law, typically includes specific uptime percentages, monitoring mechanisms, reporting requirements, and service credit calculations. It's particularly relevant in today's digital economy where service reliability is paramount and businesses require concrete assurances of service availability. The document needs to comply with Hong Kong's Contract Ordinance, Electronic Transactions Ordinance, and other relevant legislation while providing clear technical and operational parameters for service delivery.
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1. Parties: Identification of the service provider and customer, including full legal names and addresses
2. Background: Context of the agreement, relationship between parties, and purpose of the SLA
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used throughout the agreement
4. Service Levels: Core availability commitments, including uptime percentages and performance metrics
5. Measurement and Monitoring: Methods and tools used to measure and monitor service availability
6. Service Credits: Calculation and application of credits or compensation for service level failures
7. Reporting: Frequency and format of service level reports and performance reviews
8. Force Majeure: Circumstances exempt from SLA calculations and liability
9. Dispute Resolution: Process for handling disagreements about service level measurements or credits
10. Term and Termination: Duration of the SLA and conditions for termination
1. Maintenance Windows: Define scheduled maintenance periods excluded from SLA calculations. Include when regular maintenance is needed.
2. Security Requirements: Specific security standards and compliance requirements. Include for regulated industries or sensitive data.
3. Disaster Recovery: Recovery time objectives and procedures. Include for critical services or regulatory requirements.
4. Customer Obligations: Customer responsibilities affecting service levels. Include when service depends on customer actions.
5. Change Management: Procedures for changing service levels or specifications. Include for long-term or complex services.
6. Service Level Reviews: Periodic review and adjustment of service levels. Include for dynamic or evolving services.
1. Service Level Specifications: Detailed technical specifications of service levels and performance metrics
2. Service Credit Calculations: Detailed formulas and examples for calculating service credits
3. Measurement Methodology: Technical details of monitoring tools and measurement procedures
4. Excluded Events: Comprehensive list of events excluded from SLA calculations
5. Report Templates: Standard formats for service level reporting
6. Contact Matrix: Key contacts and escalation procedures for both parties
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Cloud Computing
Telecommunications
Financial Services
E-commerce
Healthcare Technology
Digital Infrastructure
Software as a Service
Platform as a Service
Infrastructure as a Service
Manufacturing
Logistics
Professional Services
Relevant Teams
Legal
Information Technology
Operations
Service Delivery
Procurement
Vendor Management
Risk and Compliance
Quality Assurance
Infrastructure
Cloud Services
Contract Management
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Operations Manager
Technical Account Manager
Contract Manager
Legal Counsel
Procurement Manager
Service Level Manager
Quality Assurance Manager
Infrastructure Manager
Cloud Services Manager
Vendor Management Lead
Risk Manager
Compliance Officer
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