This 99.99 Uptime SLA template is designed for use in the Philippine market where businesses increasingly demand high-availability services for critical operations. The document is particularly relevant for technology service providers, cloud services, and mission-critical applications where service continuity is paramount. It encompasses all necessary elements required under Philippine law, including the Electronic Commerce Act of 2000 and the Data Privacy Act of 2012. The agreement is structured to provide clear technical specifications, measurement methodologies, and remedy mechanisms, making it suitable for both local and international service providers operating in the Philippines. Use this template when establishing service level commitments that require near-continuous availability, ensuring both technical precision and legal compliance in the Philippine jurisdiction.
Your data doesn't train Genie's AI
You keep IP ownership of your information
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
OR
Let Genie AI's market-leading legal AI identify missing terms, unusual language, compliance issues and more - in just seconds.
1. Parties: Identification of service provider and customer with full legal names and addresses
2. Background: Context of the agreement and brief description of the services being provided
3. Definitions: Detailed definitions including 'Uptime', 'Downtime', 'Scheduled Maintenance', 'Service Credits', 'Measurement Period', etc.
4. Service Levels: Detailed specification of the 99.99% uptime commitment and how it is measured
5. Service Level Measurement: Methodology for measuring and calculating uptime/downtime, including monitoring tools and reporting mechanisms
6. Service Credits: Calculation and application of service credits for failing to meet SLA targets
7. Exclusions: Events and circumstances that do not count as downtime (scheduled maintenance, force majeure, etc.)
8. Reporting and Review: Requirements for regular reporting of service levels and periodic review meetings
9. Problem Resolution: Process for identifying, reporting, and resolving service issues
10. Term and Termination: Duration of the SLA and conditions for termination
1. Disaster Recovery: Details of disaster recovery procedures and commitments, included when the service requires specific disaster recovery guarantees
2. Security Requirements: Specific security standards and requirements, included when handling sensitive data or systems
3. Customer Obligations: Customer responsibilities and requirements, included when customer actions can impact service levels
4. Change Management: Procedures for implementing changes to the service or SLA, included for complex technical environments
5. Dispute Resolution: Specific procedures for resolving disputes, included when standard legal procedures are not preferred
6. Data Privacy Compliance: Specific provisions for data protection and privacy, included when personal data is processed
1. Schedule 1 - Service Description: Detailed technical description of the services covered by the SLA
2. Schedule 2 - Service Level Metrics: Detailed breakdown of all service level metrics, calculation methods, and measurement periods
3. Schedule 3 - Service Credit Calculations: Detailed formulas and examples for calculating service credits
4. Schedule 4 - Escalation Procedures: Contact details and procedures for different levels of escalation
5. Schedule 5 - Technical Support Services: Details of support services, including response times and priority levels
6. Appendix A - Incident Classification: Definitions and examples of different types of incidents and their priority levels
7. Appendix B - Report Templates: Standard templates for service level reporting
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Banking and Financial Services
Healthcare
E-commerce
Cloud Services
Manufacturing
Business Process Outsourcing
Data Center Services
Critical Infrastructure
Digital Payment Services
Online Gaming
Enterprise Software
Relevant Teams
Legal
Information Technology
Operations
Service Delivery
Procurement
Vendor Management
Quality Assurance
Risk Management
Compliance
Technical Support
Infrastructure
Service Management
Contract Administration
Relevant Roles
Chief Technology Officer
Service Delivery Manager
Operations Director
IT Infrastructure Manager
Legal Counsel
Procurement Manager
Vendor Management Specialist
Solutions Architect
Technical Account Manager
Service Level Manager
Quality Assurance Manager
Risk Management Officer
Compliance Officer
Contract Administrator
Chief Information Officer
Find the exact document you need
SLA In Service Desk
Philippine-compliant Service Level Agreement template for Service Desk operations, defining IT support services and performance standards.
find out more
Business Service Level Agreement
A Philippine law-governed agreement defining service levels, performance metrics, and obligations between service provider and customer.
find out more
5 Day SLA
A Philippine law-governed Service Level Agreement establishing 5-day response and resolution commitments for service delivery and support.
find out more
4 Hour SLA
A Philippine law-governed Service Level Agreement establishing 4-hour response time commitments with associated service metrics and remedies.
find out more
99.99 Uptime SLA
A Philippines-compliant Service Level Agreement template guaranteeing 99.99% service uptime, with comprehensive technical specifications and remediation procedures.
find out more
SLA Contract Management
A Philippine law-governed Service Level Agreement (SLA) Contract that defines service standards, performance metrics, and obligations between service provider and recipient.
find out more
SLA Change Management
A Philippine law-compliant framework for managing and implementing changes to Service Level Agreements, ensuring structured change control and regulatory compliance.
find out more
Sla (Retail)
A Philippine-compliant Service Level Agreement template for retail operations, defining service standards and performance metrics between service providers and retail businesses.
find out more
SLA Fulfillment
A Philippine law-governed Service Level Agreement (SLA) Fulfillment contract defining service standards, performance metrics, and accountability measures between service provider and customer.
find out more
Default SLA
Philippine-compliant Service Level Agreement template defining service standards and performance metrics between provider and customer.
find out more
SLA For Problem Management
A Philippine-law governed SLA defining problem management services, metrics, and obligations for IT service providers and clients.
find out more
SLA Call
A Philippine-law governed Service Level Agreement that establishes performance standards and operational requirements for call center services, ensuring compliance with local regulations.
find out more
OLA Service Level Agreement
A service level agreement for Ola's ride-hailing operations in the Philippines, establishing operational standards and compliance requirements under Philippine law.
find out more
Improved SLA
An enhanced Service Level Agreement template compliant with Philippine law, featuring comprehensive performance metrics and service standards.
find out more
SLA Production
A Philippine law-governed Service Level Agreement establishing performance metrics and standards for production services, including quality requirements and operational specifications.
find out more
Service Level Agreement For Schools
Philippine-compliant Service Level Agreement template for educational institutions, establishing service standards and accountability measures between providers and schools.
find out more
SLA Enterprise
Enterprise-level Service Level Agreement template for technology services in the Philippines, incorporating local legal requirements and international best practices.
find out more
Maintenance SLA
A Philippine law-governed agreement establishing terms, conditions, and performance standards for maintenance services.
find out more
Tier 3 SLA
Philippine law-compliant Tier 3 Service Level Agreement template for non-critical business services with standard support levels.
find out more
Sla (Healthcare)
Healthcare Service Level Agreement template for the Philippine market, establishing service standards and compliance with local healthcare regulations.
find out more
SLA Uptime
A Philippine-law governed Service Level Agreement establishing uptime commitments and performance metrics for system availability, including measurement and compensation mechanisms.
find out more
Outsourcing SLA
A Philippine law-governed service level agreement defining terms, conditions, and performance metrics for outsourcing services between provider and customer.
find out more
99.999 SLA
A 99.999% uptime Service Level Agreement under Philippine law, establishing stringent service availability requirements with comprehensive technical and legal compliance measures.
find out more
SLA Document
A Philippine law-governed Service Level Agreement defining service standards, performance metrics, and mutual obligations between service provider and recipient.
find out more
Task SLA
A Philippine law-governed agreement establishing performance standards and metrics for specific task-based services, including service levels, monitoring mechanisms, and remedies for non-compliance.
find out more
Software As A Service SLA
A Philippine law-governed agreement defining service levels, performance metrics, and obligations for cloud-based software services.
find out more
SLA Training
A Philippine law-governed agreement establishing service level standards and requirements for training service delivery, combining training contract elements with specific performance metrics.
find out more
SLA Storage
A Philippine-law governed Storage SLA defining storage service terms, performance metrics, and compliance requirements.
find out more
SLA Product Management
A Philippine law-governed Service Level Agreement specifying terms and performance metrics for product management services.
find out more
SLA Level 1
A Philippine law-governed Service Level Agreement defining basic service standards and performance metrics between provider and customer.
find out more
SLA Audit
A formal audit report evaluating SLA compliance and performance under Philippine jurisdiction, following local auditing standards and regulatory requirements.
find out more
SLA 8x5
A Philippine law-governed Service Level Agreement defining 8x5 service delivery terms, performance standards, and contractual obligations.
find out more
Shipping SLA
A Philippine law-governed agreement establishing performance standards and terms for shipping services, including service levels, metrics, and compliance requirements.
find out more
Security Level Agreement
A Philippine-law governed agreement establishing security requirements, standards, and obligations between parties, ensuring compliance with local data protection and cybersecurity regulations.
find out more
Quality SLA
A Philippine-law governed Quality Service Level Agreement defining service quality standards, metrics, and performance requirements in accordance with local regulations.
find out more
Procurement SLA
A Philippine-compliant Procurement Service Level Agreement template establishing performance metrics and governance for procurement relationships under Philippine law.
find out more
Premium SLA
A premium-level Service Level Agreement under Philippine law defining enhanced service commitments and performance standards between provider and customer.
find out more
Performance SLA
A Philippine-law governed agreement defining service performance standards, metrics, and remedies between service provider and customer.
find out more
Latency SLA
A Philippine law-compliant Service Level Agreement specifically governing network latency performance standards and remedies.
find out more
Guaranteed SLA
A legally binding agreement under Philippine law that establishes guaranteed service levels with specific performance metrics and remedies for service failures.
find out more
ұԾ’s Security Promise
Genie is the safest place to draft. Here’s how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; ұԾ’s AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
We are ISO27001 certified, so your data is secure
Organizational security:
You retain IP ownership of your documents and their information
You have full control over your data and who gets to see it
.png)