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This Outsourcing SLA template is designed for use in the Philippine jurisdiction, where outsourcing and business process outsourcing (BPO) represent significant business activities. The document is particularly relevant for organizations establishing or maintaining outsourcing relationships that require formal service level commitments and performance metrics. It incorporates requirements from key Philippine legislation including the Data Privacy Act of 2012, E-Commerce Act, and relevant labor laws. The agreement provides a comprehensive framework for managing outsourcing relationships, including detailed service specifications, performance metrics, compliance requirements, and operational procedures. Typically used when organizations need to formalize their outsourcing arrangements with clear, measurable service levels and accountability mechanisms, this document ensures both parties have a clear understanding of their rights, obligations, and the standards of service delivery expected.

1. Parties: Identification of the service provider and customer, including their complete legal names, addresses, and registration details

2. Background: Context of the agreement, brief description of the parties' businesses, and purpose of the outsourcing arrangement

3. Definitions: Detailed definitions of technical terms, service-related terminology, and other key concepts used throughout the agreement

4. Scope of Services: Detailed description of services to be provided, including core deliverables and service boundaries

5. Service Provider's Obligations: Comprehensive list of service provider responsibilities, including service delivery, reporting, and compliance requirements

6. Customer's Obligations: Customer's responsibilities, including provision of necessary information, access, and resources

7. Service Levels: Detailed performance metrics, measurement methods, and reporting requirements

8. Fees and Payment Terms: Pricing structure, payment schedule, invoicing procedures, and related financial terms

9. Data Protection and Privacy: Compliance with Philippine Data Privacy Act and data handling requirements

10. Confidentiality: Protection of confidential information, trade secrets, and proprietary data

11. Intellectual Property Rights: Ownership and usage rights of pre-existing and newly created IP

12. Personnel and Resources: Requirements for staff qualifications, training, and resource allocation

13. Governance and Reporting: Management structure, communication protocols, and reporting requirements

14. Audit and Compliance: Rights to audit, compliance requirements, and regulatory obligations

15. Term and Termination: Duration of agreement, renewal terms, and termination conditions

16. Dispute Resolution: Process for resolving disputes under Philippine law

17. General Provisions: Standard legal clauses including force majeure, notices, and governing law