The Simple Service Level Agreement is essential for businesses operating in Hong Kong that need to establish clear, measurable standards for service delivery. This document is particularly valuable when engaging external service providers or formalizing internal service arrangements, providing a framework for measuring and managing service performance. The agreement, governed by Hong Kong law, typically includes key performance indicators (KPIs), service level targets, measurement methodologies, reporting requirements, and remedies for service failures. It's commonly used in various sectors including IT, professional services, and outsourcing, where service quality needs to be objectively measured and managed. The Simple Service Level Agreement helps prevent disputes by clearly defining expectations and establishing accountability mechanisms, while remaining compliant with Hong Kong's legal framework and business practices.
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1. Parties: Identifies and provides full legal details of the service provider and service recipient
2. Background: Contextualizes the agreement and outlines the purpose of the service relationship
3. Definitions: Defines key terms used throughout the agreement, including technical terms and service-specific vocabulary
4. Services Overview: High-level description of the services to be provided
5. Service Levels and Performance Metrics: Detailed specifications of service levels, including quantitative and qualitative performance indicators
6. Measurement and Reporting: Methods and frequency of service level measurement and reporting procedures
7. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods
8. Support and Response Times: Definition of support levels, response times, and escalation procedures
9. Term and Termination: Duration of the agreement and conditions for termination
10. Payment Terms: Fees, payment schedule, and related financial terms
11. Governing Law and Jurisdiction: Confirms Hong Kong law as governing law and jurisdiction for disputes
1. Change Management: Procedures for requesting and implementing changes to services or service levels - include for complex or long-term service arrangements
2. Disaster Recovery: Business continuity and disaster recovery procedures - essential for critical services
3. Data Protection and Security: Specific obligations regarding data handling and security - include when personal or sensitive data is involved
4. Subcontracting: Terms governing the use of subcontractors - include when subcontracting is anticipated
5. Intellectual Property Rights: Protection and ownership of IP - include when services involve creation or use of intellectual property
6. Non-Solicitation: Restrictions on hiring each other's personnel - include for knowledge-intensive services
7. Insurance Requirements: Specific insurance coverage requirements - include for high-risk services
1. Schedule 1 - Service Descriptions: Detailed technical specifications of all services to be provided
2. Schedule 2 - Service Level Specifications: Detailed metrics, thresholds, and measurement methodologies
3. Schedule 3 - Pricing and Payment Schedule: Detailed fee structure, rates, and payment terms
4. Schedule 4 - Support Procedures: Detailed support processes, contact points, and escalation procedures
5. Schedule 5 - Service Credits Calculation: Detailed methodology for calculating service credits and penalties
6. Appendix A - Report Templates: Standard templates for service level reporting
7. Appendix B - Contact Details: Key personnel and contact information for both parties
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