The SLA Application agreement is essential for organizations in the Philippines seeking to formalize their application service delivery commitments and expectations. This document type is commonly used when implementing software applications, cloud services, or digital platforms, where specific performance metrics and service standards need to be clearly defined and measured. The agreement must comply with Philippine legislation, including the Electronic Commerce Act (RA 8792) and Data Privacy Act (RA 10173), making it particularly relevant for businesses operating in the Philippine digital economy. The SLA Application document typically includes detailed service descriptions, performance metrics, support levels, compliance requirements, and remedy mechanisms, serving as a crucial tool for managing service delivery and customer expectations in technology-driven business relationships.
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1. Parties: Identification and details of the service provider and customer
2. Background: Context of the agreement and relationship between the parties
3. Definitions: Detailed definitions of technical terms, metrics, and key concepts used in the agreement
4. Service Description: Detailed description of services to be provided, including scope and exclusions
5. Service Levels: Specific, measurable performance targets and metrics that the provider commits to meet
6. Performance Monitoring: Methods and procedures for measuring and reporting service level performance
7. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods
8. Support and Response Times: Support levels, response times, and escalation procedures
9. Customer Obligations: Requirements and responsibilities of the customer
10. Term and Termination: Duration of the agreement, renewal terms, and termination conditions
11. Data Protection and Security: Obligations regarding data handling, security measures, and compliance with Philippine data protection laws
12. Dispute Resolution: Procedures for handling disputes and escalation process
13. General Provisions: Standard legal clauses including governing law, notices, and entire agreement
1. Disaster Recovery: Procedures and commitments for service restoration in case of major incidents or disasters
2. Change Management: Procedures for implementing changes to services or service levels
3. Intellectual Property Rights: Specific provisions regarding ownership and use of IP when software or proprietary systems are involved
4. Compliance and Audit Rights: Rights and procedures for auditing service performance and compliance
5. Third-Party Services: Provisions regarding subcontractors or third-party service providers
6. Service Migration: Procedures and obligations for transitioning services to/from other providers
7. Insurance Requirements: Specific insurance coverage requirements for high-value or high-risk services
1. Schedule 1 - Service Definitions: Detailed technical specifications of each service component
2. Schedule 2 - Service Level Metrics: Detailed description of each service level metric, measurement methods, and targets
3. Schedule 3 - Fee Schedule: Pricing, payment terms, and service credit calculations
4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures for different types of issues
5. Schedule 5 - Technical Requirements: Technical specifications, system requirements, and infrastructure details
6. Appendix A - Service Report Template: Standard format for service level reporting
7. Appendix B - Incident Classification: Definitions and examples of incident priorities and response requirements
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Software Development
Cloud Services
Financial Services
Healthcare
Telecommunications
E-commerce
Business Process Outsourcing
Manufacturing
Education
Government Services
Professional Services
Relevant Teams
Legal
Information Technology
Operations
Procurement
Compliance
Service Delivery
Technical Support
Quality Assurance
Project Management
Account Management
Risk Management
Customer Success
Relevant Roles
IT Director
Chief Technology Officer
Service Delivery Manager
Application Manager
Operations Manager
Contract Manager
Procurement Manager
Legal Counsel
Compliance Officer
Project Manager
Account Manager
Technical Support Manager
Business Analyst
System Administrator
Quality Assurance Manager
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