The Average SLA template is designed for use in the Hong Kong business environment where organizations need to establish clear, measurable standards for service delivery. This document is particularly relevant when businesses engage external service providers or formalize internal service arrangements. The Average SLA includes standard provisions that are commonly used across various industries, incorporating Hong Kong's legal requirements and business practices. It contains balanced terms that protect both service provider and customer interests, including reasonable service levels, fair remedies, and market-standard liability provisions. The document is structured to comply with Hong Kong contract law while remaining flexible enough to accommodate various service types and industry-specific requirements. It serves as a foundational agreement for managing service relationships, ensuring clear performance expectations, and establishing governance frameworks.
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1. Parties: Identification and details of the service provider and customer
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Definitions of key terms used throughout the agreement
4. Services Overview: High-level description of the services to be provided
5. Service Levels: Detailed performance metrics and standards that the service provider must meet
6. Performance Monitoring: Methods and procedures for measuring and reporting service performance
7. Service Credits: Compensation mechanism for failure to meet service levels
8. Support and Maintenance: Details of support services, maintenance windows, and response times
9. Business Continuity and Disaster Recovery: Procedures for maintaining service during disruptions
10. Data Protection and Security: Obligations regarding data handling, security measures, and compliance
11. Charges and Payment: Pricing, payment terms, and invoicing procedures
12. Term and Termination: Duration of the agreement and termination provisions
13. Liability and Indemnities: Limitations of liability and indemnification obligations
14. General Provisions: Standard boilerplate clauses including governing law, notices, and assignment
1. Change Management: Procedures for requesting and implementing changes to services or service levels - include when the services are likely to evolve
2. Transition Services: Procedures for service implementation and knowledge transfer - include for complex service transitions
3. Multi-vendor Provisions: Coordination with other service providers - include when multiple vendors are involved
4. Regulatory Compliance: Specific regulatory obligations - include for regulated industries
5. Intellectual Property Rights: IP ownership and licensing terms - include when services involve creation or use of IP
6. Environmental Requirements: Environmental standards and compliance - include for services with environmental impact
7. Staff and Subcontractors: Requirements for service provider personnel - include when specific qualifications or security clearances are needed
1. Schedule 1 - Service Descriptions: Detailed technical specifications of each service component
2. Schedule 2 - Service Level Specifications: Detailed metrics, measurement methods, and reporting requirements
3. Schedule 3 - Pricing and Service Credits: Detailed pricing structure and service credit calculations
4. Schedule 4 - Support Procedures: Detailed support processes, escalation procedures, and contact information
5. Schedule 5 - Security Requirements: Detailed security protocols and compliance requirements
6. Schedule 6 - Business Continuity Plan: Detailed disaster recovery and business continuity procedures
7. Appendix A - Service Reports: Templates for service level reporting
8. Appendix B - Escalation Matrix: Contact details and escalation procedures for various scenarios
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Financial Services
Cloud Services
Business Process Outsourcing
Healthcare
Professional Services
Manufacturing
Logistics and Supply Chain
Facilities Management
Data Center Services
Relevant Teams
Legal
Information Technology
Operations
Procurement
Compliance
Risk Management
Service Delivery
Quality Assurance
Vendor Management
Business Operations
Technical Support
Contract Administration
Relevant Roles
Chief Information Officer
IT Director
Service Delivery Manager
Operations Manager
Procurement Manager
Contract Manager
Legal Counsel
Compliance Officer
Business Relationship Manager
Technical Service Manager
Quality Assurance Manager
Risk Manager
Vendor Manager
Chief Technology Officer
Head of Operations
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