This Bandwidth SLA template is designed for use in Hong Kong's telecommunications market, providing a structured framework for establishing service level commitments between bandwidth service providers and their customers. The document is particularly relevant when entering into agreements for dedicated internet access, point-to-point connections, or managed network services. It incorporates requirements from Hong Kong's Telecommunications Ordinance and related regulations, while addressing critical aspects such as service availability, performance metrics, measurement methodologies, and remedy mechanisms. This template is suitable for both standard service offerings and customized bandwidth solutions, ensuring compliance with local legal requirements while maintaining international service standards.
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1. Parties: Identification of the service provider and customer, including full legal names and registered addresses
2. Background: Context of the agreement and brief description of the services being provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terminology used in the agreement
4. Service Description: Detailed description of the bandwidth services being provided, including technical specifications and service parameters
5. Service Level Commitments: Specific commitments regarding bandwidth availability, speed, latency, packet loss, and other performance metrics
6. Service Measurement and Monitoring: Methods and tools used to measure and monitor service performance
7. Service Credits and Penalties: Calculation and application of service credits or other remedies for failure to meet SLA commitments
8. Problem Resolution and Escalation: Procedures for reporting and resolving service issues, including response time commitments
9. Customer Obligations: Customer responsibilities and requirements for maintaining service levels
10. Term and Termination: Duration of the agreement, renewal terms, and termination conditions
11. Force Majeure: Circumstances under which service level commitments may be suspended
12. Governing Law and Jurisdiction: Confirmation of Hong Kong law governance and jurisdiction for dispute resolution
1. Disaster Recovery: Additional provisions for service continuity during disasters, used for critical service requirements
2. Security Requirements: Specific security measures and compliance requirements, included for customers with heightened security needs
3. Regulatory Compliance: Additional compliance requirements for regulated industries
4. Data Protection: Enhanced data protection provisions, necessary when handling sensitive data
5. Change Management: Procedures for implementing service changes, included for complex service arrangements
6. Service Migration: Provisions for service migration or transition, included when relevant to customer needs
7. Multi-Site Services: Additional provisions for services spanning multiple locations
1. Schedule 1 - Technical Specifications: Detailed technical specifications of the bandwidth service
2. Schedule 2 - Service Level Metrics: Detailed breakdown of service level targets and measurement criteria
3. Schedule 3 - Service Credit Calculations: Detailed methodology for calculating service credits
4. Schedule 4 - Pricing and Payment Terms: Service pricing, payment terms, and related financial details
5. Schedule 5 - Support Services: Details of support services, including contact information and procedures
6. Schedule 6 - Acceptable Use Policy: Terms governing the acceptable use of the bandwidth service
7. Appendix A - Service Locations: List of service locations and specific requirements for each
8. Appendix B - Technical Contact Information: Contact details for technical support and escalation
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