The Incident Response Time SLA is essential for organizations requiring guaranteed response times for incident handling and resolution. This document is typically used when establishing or formalizing incident management services between a service provider and a client organization in Hong Kong. It includes detailed specifications for response times based on incident severity, service level measurements, reporting requirements, and remediation procedures. The agreement ensures compliance with Hong Kong's legal framework, including the Personal Data (Privacy) Ordinance and industry-specific regulations. It is particularly crucial for businesses where system availability and quick incident response are essential for operations, and where clear accountability and performance metrics need to be established for incident management services.
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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 being provided
3. Definitions: Detailed definitions of technical terms, incident categories, and key concepts used throughout the agreement
4. Service Scope: Detailed description of incident response services covered under the agreement
5. Incident Classification: Categorization of different types of incidents and their severity levels
6. Response Time Commitments: Specific response time targets for each incident category and severity level
7. Service Provider Obligations: Detailed responsibilities and commitments of the service provider
8. Customer Obligations: Customer's responsibilities in facilitating incident response and providing necessary access/information
9. Performance Measurement: Methods for measuring and reporting response time performance
10. Service Credits and Penalties: Compensation structure for missed SLA targets
11. Reporting and Communication: Requirements for incident reporting, status updates, and regular service reviews
12. Term and Termination: Duration of the agreement and conditions for termination
13. General Provisions: Standard legal clauses including governing law, dispute resolution, and amendments
1. Regulatory Compliance: Specific compliance requirements for regulated industries (e.g., financial services, healthcare)
2. Data Protection and Privacy: Additional provisions for handling personal data during incident response
3. Business Continuity: Extended provisions for major incidents affecting business continuity
4. Security Clearance: Requirements for security clearance of personnel handling incidents
5. Subcontractor Management: Terms governing the use and management of subcontractors in incident response
6. Insurance Requirements: Specific insurance coverage requirements for high-risk services
7. Cross-Border Incidents: Special provisions for handling incidents involving multiple jurisdictions
1. Schedule 1 - Service Level Targets: Detailed breakdown of response time targets for different incident types and priorities
2. Schedule 2 - Incident Classification Matrix: Detailed criteria for classifying incidents by type and severity
3. Schedule 3 - Escalation Procedures: Step-by-step procedures for escalating incidents and contact information
4. Schedule 4 - Service Credits Calculation: Detailed methodology for calculating service credits for SLA breaches
5. Schedule 5 - Reporting Templates: Standard templates for incident reports and performance reporting
6. Appendix A - Technical Support Specifications: Technical details of support channels and systems
7. Appendix B - Contact Information: Detailed contact information for key personnel and support teams
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Financial Services
Healthcare
Telecommunications
E-commerce
Manufacturing
Banking
Insurance
Government Services
Critical Infrastructure
Retail
Logistics
Professional Services
Relevant Teams
Information Technology
Information Security
Legal
Procurement
Operations
Risk Management
Compliance
Service Desk
Infrastructure
Security Operations
Vendor Management
Contract Management
Relevant Roles
Chief Information Officer
IT Director
Service Delivery Manager
Information Security Manager
Operations Manager
Procurement Manager
Contract Manager
Risk Manager
Compliance Officer
Technical Support Manager
Infrastructure Manager
Security Operations Manager
Chief Technology Officer
Service Level Manager
Vendor Management Officer
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