This Downtime SLA template is designed for use in Hong Kong's business environment where service availability and reliability are crucial operational factors. It is particularly relevant for technology services, cloud computing, and digital infrastructure providers operating under Hong Kong jurisdiction. The document should be used when establishing formal service level commitments regarding system availability and downtime management. It includes essential provisions required under Hong Kong law while incorporating international best practices for service level management. The agreement covers critical aspects such as downtime measurement methodology, service credit calculations, incident response times, and reporting requirements. This template is especially valuable for businesses providing critical digital services where system availability directly impacts customer operations and where clear, enforceable service levels need to be established.
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1. Parties: Identifies and provides details of the service provider and customer entering into the SLA
2. Background: Provides context for the agreement and outlines the services being provided
3. Definitions: Defines key terms used throughout the agreement, including technical terms related to uptime/downtime
4. Service Levels: Specifies the guaranteed uptime percentage and service availability commitments
5. Measurement and Monitoring: Details how uptime/downtime will be measured, monitored, and reported
6. Downtime Classification: Categorizes different types of downtime (planned vs unplanned) and their treatment
7. Response and Resolution Times: Specifies timeframes for responding to and resolving different categories of incidents
8. Service Credits: Details the compensation mechanism when service levels are not met
9. Reporting: Outlines the frequency and content of service level reports
10. Force Majeure: Defines circumstances beyond reasonable control that excuse performance
11. Termination: Specifies conditions under which the agreement can be terminated
12. Governing Law and Jurisdiction: Confirms Hong Kong law as governing law and jurisdiction
1. Data Protection: Required when personal data processing is involved in service delivery
2. Disaster Recovery: Recommended for critical services requiring specific recovery procedures
3. Security Requirements: Important when service involves sensitive data or systems
4. Change Management: Useful for services requiring frequent updates or modifications
5. Customer Obligations: Needed when customer must provide specific support or resources
6. Subcontractors: Required when service provider uses third-party service providers
7. Insurance: Important for high-value or high-risk services
8. Compliance: Required when specific regulatory requirements apply to the service
1. Service Description: Detailed technical description of the services covered by the SLA
2. Service Level Metrics: Detailed specifications of how each service level is calculated
3. Service Credit Calculation: Detailed formula and examples for calculating service credits
4. Incident Priority Matrix: Classification of incidents and corresponding response times
5. Contact Details: List of key contacts and escalation procedures
6. Technical Requirements: Specific technical requirements for service delivery
7. Planned Maintenance Windows: Schedule of planned maintenance periods
8. Report Templates: Standard templates for service level reporting
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Financial Services
E-commerce
Cloud Services
Healthcare Technology
Digital Infrastructure
Online Gaming
Enterprise Software
Data Center Services
Digital Banking
Online Media and Entertainment
Relevant Teams
Legal
Information Technology
Operations
Service Delivery
Infrastructure
Cloud Operations
Contract Management
Risk Management
Vendor Management
Customer Success
Technical Support
Service Desk
Procurement
Relevant Roles
Chief Technology Officer
IT Operations Manager
Service Delivery Manager
Contract Manager
Technical Account Manager
Systems Reliability Engineer
Infrastructure Manager
Cloud Services Manager
Legal Counsel
Risk Manager
Operations Director
Vendor Management Lead
Procurement Manager
Customer Success Manager
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