This Email SLA template is designed for use in Hong Kong jurisdiction when establishing a formal agreement between email service providers and their clients. It is particularly relevant in today's digital business environment where email services are critical to operations. The document addresses key aspects including service availability, performance metrics, support levels, data protection, and compliance with Hong Kong regulations such as the Personal Data (Privacy) Ordinance and Electronic Transactions Ordinance. This template should be used when organizations need to formalize their email service arrangements, ensuring clear performance standards, accountability, and remedies for service failures. It includes comprehensive technical specifications and is adaptable for various business scales, from SMEs to large enterprises.
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1. Parties: Identification of service provider and customer, including registered addresses and company details
2. Background: Context of the agreement and brief description of email services to be provided
3. Definitions: Definitions of technical terms, service metrics, and other key terms used in the agreement
4. Service Description: Detailed description of email services, including infrastructure, features, and capabilities
5. Service Level Commitments: Specific measurable service levels including availability, performance metrics, and response times
6. Performance Monitoring: Methods and tools for monitoring service levels and generating reports
7. Support Services: Description of support levels, contact methods, and response times for different incident priorities
8. Customer Responsibilities: Customer obligations for proper service use and cooperation requirements
9. Data Protection and Security: Compliance with PDPO and security measures for protecting email data
10. Service Credits: Calculation and application of service credits for service level failures
11. Term and Termination: Agreement duration, renewal terms, and termination conditions
12. General Terms: Standard contractual terms including governing law, notices, and dispute resolution
1. Disaster Recovery: Detailed disaster recovery and business continuity procedures, recommended for enterprise customers
2. Custom Development: Terms for any custom email features or integrations, needed if custom development is part of the service
3. Migration Services: Terms for email migration services, included when migration from existing systems is required
4. Multi-jurisdiction Data Processing: Additional terms for handling data across multiple jurisdictions, needed for international customers
5. White Labeling: Terms for white-label service provision, included for reseller arrangements
6. Hardware Requirements: Specific hardware requirements section, needed if customer must provide or maintain specific hardware
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels, including measurement methodologies
2. Schedule 2 - Service Credit Calculations: Detailed formulas and examples for calculating service credits
3. Schedule 3 - Support Procedures: Detailed support procedures, escalation paths, and contact information
4. Schedule 4 - Security Standards: Detailed security protocols, encryption standards, and compliance requirements
5. Schedule 5 - Pricing and Payment Terms: Detailed pricing structure, payment terms, and billing procedures
6. Appendix A - Technical Requirements: Detailed technical requirements for service operation
7. Appendix B - Incident Response Plan: Step-by-step procedures for handling various types of service incidents
Authors
Relevant legal definitions
Clauses
Relevant Industries
Technology
Financial Services
Healthcare
Education
Government
Professional Services
Retail
Manufacturing
Telecommunications
Legal Services
Relevant Teams
Information Technology
Legal
Procurement
Compliance
Information Security
Operations
Service Delivery
Risk Management
Infrastructure
Technical Support
Relevant Roles
IT Director
Chief Information Officer
Chief Technology Officer
Procurement Manager
IT Service Manager
Compliance Officer
Legal Counsel
Information Security Manager
Operations Manager
Contract Manager
Service Delivery Manager
Technical Operations Director
Email Systems Administrator
IT Infrastructure Manager
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