The Infrastructure SLA is essential for organizations requiring reliable and measurable infrastructure services in Hong Kong. This document is typically used when establishing or formalizing arrangements for critical infrastructure services such as IT systems, cloud services, data centers, or telecommunications networks. It provides a detailed framework for service delivery, performance measurement, and accountability, incorporating Hong Kong's legal requirements and business practices. The agreement is particularly crucial in regulated industries and for services where downtime or performance issues could significantly impact business operations. The document includes comprehensive service level metrics, reporting requirements, remediation procedures, and financial implications for service failures, while ensuring compliance with Hong Kong's contract law, data protection regulations, and service standards.
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1. Parties: Identification of the service provider and customer, including their registered addresses and company details
2. Background: Context of the agreement and brief description of the infrastructure services being provided
3. Definitions: Detailed definitions of technical terms, service levels, and other key concepts used throughout the agreement
4. Service Description: Detailed description of the infrastructure services to be provided
5. Service Levels: Specific, measurable performance standards and metrics that the service provider must meet
6. Service Credits and Penalties: Financial implications of failing to meet service levels
7. Monitoring and Reporting: Methods and frequency of service level measurement and reporting
8. Customer Obligations: Requirements and responsibilities of the customer
9. Provider Obligations: Requirements and responsibilities of the service provider
10. Change Management: Procedures for requesting and implementing changes to services or service levels
11. Security Requirements: Security standards and protocols to be maintained
12. Business Continuity and Disaster Recovery: Procedures for maintaining service during disruptions
13. Fees and Payment: Pricing, payment terms, and invoicing procedures
14. Term and Termination: Duration of agreement and conditions for termination
15. Liability and Indemnification: Allocation of risks and responsibilities for losses
16. Dispute Resolution: Procedures for resolving disputes, including arbitration provisions
17. General Provisions: Standard legal provisions including governing law, notices, and assignment
1. Data Protection: Required if the infrastructure services involve processing personal data or sensitive information
2. Compliance with Environmental Standards: Required for infrastructure services with environmental impact
3. Equipment and Assets: Required if specific equipment or assets are provided as part of the service
4. Third Party Contractors: Required if subcontractors or third-party service providers are involved
5. Insurance Requirements: Detailed insurance obligations beyond standard liability provisions
6. Import/Export Compliance: Required if services involve cross-border elements
7. Transition Services: Required if complex service transition or implementation is needed
8. Staff and Personnel: Required if specific staffing requirements or qualifications are necessary
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and performance metrics
2. Schedule 2 - Fee Schedule: Detailed breakdown of fees, charges, and payment terms
3. Schedule 3 - Service Credit Calculations: Formula and examples for calculating service credits
4. Schedule 4 - Operational Procedures: Detailed procedures for day-to-day operations and support
5. Schedule 5 - Technical Requirements: Detailed technical specifications and requirements
6. Schedule 6 - Contact Details and Escalation Procedures: Key contacts and escalation matrices
7. Schedule 7 - Change Request Template: Standard form for requesting service changes
8. Schedule 8 - Report Templates: Standard formats for performance and service level reporting
9. Appendix A - Infrastructure Specifications: Detailed description of infrastructure components and configurations
10. Appendix B - Security Policies: Detailed security requirements and procedures
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