This High Availability SLA template is designed for use in the Philippine market where businesses require guaranteed service levels for critical operations. It is particularly relevant for technology services, cloud infrastructure, and mission-critical systems where continuous availability is essential. The document incorporates requirements from Philippine legislation, including the Electronic Commerce Act (RA 8792), Data Privacy Act (RA 10173), and relevant NTC guidelines. It provides comprehensive coverage of service level commitments, measurement methodologies, reporting requirements, and remedy mechanisms, making it suitable for organizations requiring stringent uptime guarantees and performance standards.
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1. Parties: Identification of the service provider and customer, including their legal details and authorized representatives
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, metrics, and key concepts used throughout the agreement
4. Service Description: Comprehensive description of the services covered by the SLA
5. Service Level Commitments: Specific availability targets, performance metrics, and measurement methods
6. Service Availability Calculation: Methodology for calculating uptime, downtime, and availability percentages
7. Monitoring and Reporting: Details of how service levels will be monitored, measured, and reported
8. Response and Resolution Times: Timeframes for responding to and resolving different categories of incidents
9. Maintenance and Planned Downtime: Procedures and notice requirements for scheduled maintenance
10. Service Credits and Penalties: Compensation mechanism for failure to meet service levels
11. Force Majeure: Circumstances under which service level commitments may be excused
12. Term and Termination: Duration of the agreement and conditions for termination
13. Governing Law and Jurisdiction: Applicable law and jurisdiction for dispute resolution
1. Disaster Recovery: Specific procedures and commitments for disaster recovery scenarios
2. Security Requirements: Additional security measures and compliance requirements
3. Data Management: Specific provisions for data handling, backup, and recovery
4. Customer Responsibilities: Specific obligations of the customer to enable service delivery
5. Professional Services: Additional professional services available beyond the core service
6. Service Level Reviews: Periodic review process for service level targets and performance
7. Change Management: Procedures for implementing changes to services or service levels
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and performance metrics
2. Schedule 2 - Service Credit Calculations: Detailed methodology for calculating service credits and penalties
3. Schedule 3 - Technical Support Matrix: Support levels, contact information, and escalation procedures
4. Schedule 4 - Infrastructure Specifications: Technical details of the infrastructure supporting the service
5. Schedule 5 - Incident Classification: Definitions and categories of different types of incidents
6. Appendix A - Service Level Measurement Tools: Description of tools and methods used for measuring service levels
7. Appendix B - Report Templates: Standard templates for service level reporting
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Financial Services
Healthcare
E-commerce
Cloud Computing
Data Center Services
Manufacturing
Logistics
Critical Infrastructure
Relevant Teams
Legal
Information Technology
Operations
Infrastructure
Service Delivery
Risk Management
Compliance
Procurement
Technical Support
Service Management
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Operations Manager
Legal Counsel
Procurement Manager
Infrastructure Manager
Cloud Services Manager
Technical Operations Director
Contract Manager
Risk Manager
Compliance Officer
Service Level Manager
Technical Account Manager
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