This Service Level Agreement template is designed for organizations operating under Philippine jurisdiction that need to establish clear parameters for business-hours service delivery. The SLA 8x5 format specifically addresses services provided during regular business hours (8 hours per day, 5 days per week), making it particularly suitable for non-critical business services that don't require 24/7 coverage. The document incorporates essential elements required by Philippine contract law and relevant regulations, including the Civil Code and E-Commerce Act. It provides comprehensive coverage of service definitions, performance metrics, response times, and remedy mechanisms while aligning with local business practices and legal requirements. This template is typically used when establishing new service relationships or formalizing existing service arrangements where standard business hours coverage is sufficient.
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1. Parties: Identifies and defines the service provider and customer, including their legal details and registered addresses
2. Background: Outlines the context and purpose of the agreement
3. Definitions: Defines key terms used throughout the agreement
4. Service Description: Detailed description of services to be provided, including scope and limitations
5. Service Hours and Coverage: Specifies the 8x5 service window, including time zone, holidays, and out-of-hours arrangements
6. Service Level Metrics: Defines specific, measurable performance indicators and targets
7. Response and Resolution Times: Details the committed response and resolution times for different priority levels
8. Monitoring and Reporting: Describes how service levels will be monitored and reported
9. Customer Responsibilities: Outlines the obligations and responsibilities of the customer
10. Provider Responsibilities: Details the obligations and responsibilities of the service provider
11. Service Credits and Penalties: Defines compensation mechanism for service level failures
12. Communication and Escalation: Specifies communication protocols and escalation procedures
13. Term and Termination: Defines the duration of the agreement and termination conditions
14. General Provisions: Standard legal clauses including governing law, dispute resolution, and force majeure
1. Data Protection and Privacy: Required when service involves processing personal or sensitive data
2. Disaster Recovery: Needed for critical services requiring business continuity planning
3. Security Requirements: Important when service involves IT systems or sensitive information
4. Change Management: Necessary when service may require frequent modifications or updates
5. Training and Knowledge Transfer: Include when service requires customer training or documentation
6. Transition and Exit: Important for complex services requiring detailed exit planning
1. Schedule 1 - Service Specifications: Detailed technical specifications of the services
2. Schedule 2 - Service Level Targets: Specific metrics, thresholds, and measurement methods
3. Schedule 3 - Fee Schedule: Pricing, payment terms, and service credit calculations
4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures
5. Schedule 5 - Approved Subcontractors: List of authorized subcontractors if applicable
6. Appendix A - Incident Priority Definitions: Criteria for categorizing incident priority levels
7. Appendix B - Report Templates: Standard formats for service level reporting
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Business Process Outsourcing
Professional Services
Financial Services
Healthcare
Manufacturing
Retail
Education
Utilities
Relevant Teams
Legal
Operations
Service Delivery
Account Management
Procurement
Information Technology
Quality Assurance
Compliance
Customer Success
Project Management
Relevant Roles
Service Delivery Manager
Contract Manager
Operations Manager
Account Manager
Legal Counsel
Procurement Manager
IT Manager
Quality Assurance Manager
Compliance Officer
Business Relationship Manager
Project Manager
Customer Success Manager
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