The SLA Base agreement serves as a foundational document for establishing service delivery relationships in Hong Kong's business environment. This document is essential when organizations need to formalize service commitments, performance standards, and accountability measures. The SLA Base template incorporates key elements required under Hong Kong law and commercial practice, including specific service levels, measurement methodologies, reporting requirements, and remedy mechanisms. It's particularly relevant for technology services, outsourcing arrangements, and managed services, where clear performance metrics and service standards are crucial. The document addresses both technical and commercial aspects of service delivery while ensuring compliance with Hong Kong's legal framework, including contract law principles and relevant ordinances.
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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 to be provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Services Overview: High-level description of the services to be provided under the agreement
5. Service Levels: Detailed performance metrics, measurement methods, and minimum acceptable service levels
6. Performance Monitoring: Procedures for monitoring and reporting service performance
7. Service Credits: Calculation and application of credits or financial adjustments for service level failures
8. Support Services: Description of support services, including response times and escalation procedures
9. Customer Obligations: Requirements and responsibilities of the customer to enable service delivery
10. Change Management: Procedures for requesting and implementing changes to services or service levels
11. Term and Termination: Duration of the agreement and conditions for termination
12. Charges and Payment: Pricing, payment terms, and billing procedures
13. Liability and Indemnification: Limitations of liability and indemnification obligations
14. Confidentiality: Protection and handling of confidential information
15. Force Majeure: Circumstances excusing performance of obligations
16. Governing Law and Jurisdiction: Specification of Hong Kong law as governing law and jurisdiction for disputes
1. Data Protection: Required when services involve processing personal data, addressing compliance with Hong Kong's Personal Data (Privacy) Ordinance
2. Business Continuity: Required for critical services, detailing disaster recovery and business continuity procedures
3. Security Requirements: Required for services involving sensitive data or systems, specifying security standards and protocols
4. Regulatory Compliance: Required for regulated industries, addressing specific regulatory requirements
5. Intellectual Property Rights: Required when services involve creation or use of intellectual property
6. Subcontracting: Required when service provider may use subcontractors
7. Insurance: Required for high-risk services or when specific insurance coverage is needed
8. Exit Management: Required for complex services, detailing transition procedures at contract end
1. Schedule 1 - Service Descriptions: Detailed technical specifications of all services covered by the agreement
2. Schedule 2 - Service Level Specifications: Detailed metrics, measurement methods, and targets for each service level
3. Schedule 3 - Charges: Detailed pricing structure, including base charges and variable components
4. Schedule 4 - Support Procedures: Detailed support processes, contact information, and escalation procedures
5. Schedule 5 - Service Credits Calculation: Detailed formulas and examples for calculating service credits
6. Schedule 6 - Change Control Procedures: Detailed procedures for requesting, approving, and implementing changes
7. Appendix A - Technical Requirements: Technical specifications, system requirements, and integration details
8. Appendix B - Report Templates: Standard formats for performance reports and other required documentation
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Managed Services
Financial Services
Healthcare
Professional Services
Manufacturing
Logistics
Data Centers
Software Development
Business Process Outsourcing
Relevant Teams
Legal
Information Technology
Operations
Procurement
Compliance
Service Delivery
Quality Assurance
Risk Management
Vendor Management
Customer Success
Technical Support
Business Operations
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Operations Manager
Contract Manager
Procurement Manager
Legal Counsel
Compliance Officer
Service Level Manager
Account Manager
Project Manager
Quality Assurance Manager
Risk Manager
Vendor Manager
Business Relationship Manager
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