This SLA for P1 template is designed for use in critical service arrangements where immediate response and resolution are essential for business continuity. The document is specifically structured to comply with Hong Kong legal requirements while establishing clear, enforceable service standards for highest-priority incidents. It is particularly relevant for technology services, managed services, and other business-critical operations where service disruptions can have significant financial or operational impacts. The agreement includes comprehensive response time commitments, escalation procedures, service credit mechanisms, and reporting requirements tailored to P1 services. This template should be used when establishing new service relationships or updating existing arrangements where clear definition and management of priority incidents is crucial for business operations.
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1. Parties: Identification of service provider and customer, including registered addresses and company numbers
2. Background: Context of the agreement and brief description of the P1 services being provided
3. Definitions: Key terms including 'P1 Incident', 'Response Time', 'Resolution Time', 'Service Hours', 'Service Credits'
4. Service Description: Detailed description of the P1 services covered under the agreement
5. Service Levels: Specific P1 response times, resolution times, and availability commitments
6. Priority Classification: Definition and criteria for P1 incidents versus other priority levels
7. Response and Resolution Process: Step-by-step process for handling P1 incidents
8. Escalation Procedures: Escalation paths and timeframes for P1 incidents
9. Service Credits and Penalties: Financial implications of failing to meet P1 service levels
10. Reporting and Monitoring: Methods and frequency of service level measurement and reporting
11. Term and Termination: Duration of agreement and termination provisions
12. General Provisions: Standard contractual clauses including governing law, notices, amendments
1. Business Continuity: Details of business continuity and disaster recovery procedures - include if P1 services are business-critical
2. Security Requirements: Specific security measures and compliance requirements - include if handling sensitive data
3. Third Party Dependencies: Management of third-party suppliers affecting P1 services - include if service delivery involves subcontractors
4. Training and Knowledge Transfer: Requirements for staff training and knowledge sharing - include if complex technical services are involved
5. Transition Services: Provisions for service transition or handover - include if there's a predecessor service provider
1. Schedule 1 - Service Definitions: Detailed technical specifications of P1 services
2. Schedule 2 - Service Level Metrics: Detailed measurements, calculations, and thresholds for P1 service levels
3. Schedule 3 - Pricing and Service Credits: Detailed pricing structure and service credit calculations
4. Schedule 4 - Escalation Contacts: Contact details and roles for escalation procedures
5. Schedule 5 - Incident Management Procedures: Detailed procedures for handling P1 incidents
6. Appendix A - Report Templates: Templates for service level reporting
7. Appendix B - Technical Requirements: Technical specifications and requirements for service delivery
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