This Critical SLA template is designed for use in the Hong Kong jurisdiction where organizations require legally robust frameworks for managing mission-critical services. The document is particularly suitable when the service provision is fundamental to the customer's core business operations, where service disruption could result in significant financial loss or operational impact. This Critical SLA incorporates Hong Kong legal requirements and market practice, including specific provisions required under Hong Kong contract law and relevant ordinances. It provides comprehensive coverage of service levels, performance monitoring, remedies, and governance structures, with particular emphasis on business continuity and disaster recovery. The document is structured to allow for detailed technical specifications in schedules while maintaining a robust legal framework in the main body, making it suitable for complex service arrangements where reliability and performance are paramount.
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1. Parties: Identification of service provider and customer, including registered addresses and company numbers
2. Background: Context of the agreement, nature of services, and strategic importance of the arrangement
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used throughout the agreement
4. Service Scope: Comprehensive description of services covered, including specific functionalities and deliverables
5. Service Levels: Detailed performance standards, availability requirements, and measurement methodologies
6. Performance Monitoring: Methods and tools for monitoring service levels, reporting requirements, and audit rights
7. Response and Resolution Times: Timeframes for responding to and resolving different categories of issues
8. Service Credits and Penalties: Calculation and application of service credits for missed SLAs, including maximum liability caps
9. Business Continuity: Requirements for business continuity and disaster recovery procedures
10. Security Requirements: Security standards, protocols, and compliance requirements
11. Governance and Escalation: Management structure, escalation procedures, and periodic review processes
12. Term and Termination: Duration, renewal terms, and termination rights including for persistent breaches
13. General Provisions: Standard contractual clauses including governing law, jurisdiction, and entire agreement
1. Data Protection: Required if personal data processing is involved, detailing compliance with privacy laws
2. Regulatory Compliance: Needed for regulated industries specifying compliance with specific regulatory requirements
3. Transition Services: Include when complex service transition or exit management procedures are required
4. Third Party Dependencies: Required when service delivery depends on third-party suppliers or systems
5. Innovation and Continuous Improvement: Optional section for long-term contracts requiring service evolution
6. Force Majeure Specific Provisions: Detailed force majeure provisions for critical services in specific industries
7. Insurance Requirements: Detailed insurance obligations beyond standard coverage
1. Service Definitions: Detailed technical specifications of each service component
2. Service Level Metrics: Comprehensive metrics, measurement methods, and reporting requirements
3. Pricing and Service Credits: Detailed pricing structure and service credit calculations
4. Operational Procedures: Day-to-day operational procedures, contact points, and escalation matrices
5. Business Continuity Plan: Detailed business continuity and disaster recovery procedures
6. Security Standards: Specific security requirements, protocols, and compliance standards
7. Change Control Procedure: Process for implementing and managing changes to services
8. Exit Management Plan: Detailed procedures for service transition upon termination
9. Key Personnel: Lists of key personnel from both parties and their roles
Relevant legal definitions
Clauses
Relevant Industries
Financial Services
Banking
Healthcare
Technology
Telecommunications
Cloud Services
Data Center Operations
Critical Infrastructure
Energy
Transportation
Manufacturing
E-commerce
Government Services
Relevant Teams
Legal
Information Technology
Operations
Procurement
Risk Management
Compliance
Service Delivery
Vendor Management
Information Security
Business Continuity
Technical Support
Contract Management
Relevant Roles
Chief Information Officer
Chief Technology Officer
Head of Operations
Service Delivery Manager
Contract Manager
Legal Counsel
Procurement Manager
IT Director
Risk Manager
Compliance Officer
Operations Director
Technical Service Manager
Vendor Relationship Manager
Business Continuity Manager
Information Security Officer
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