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The Platform SLA is essential for businesses operating digital platforms or providing platform services in Hong Kong. This agreement is typically used when establishing formal service commitments between platform providers and their business users, defining measurable service levels, performance standards, and support obligations. The document addresses key aspects such as service availability, response times, data handling, and remedy mechanisms, while ensuring compliance with Hong Kong's legal framework, including data privacy laws and electronic transaction regulations. It's particularly relevant in today's digital economy where businesses increasingly rely on platform services for critical operations. The SLA provides clarity on service expectations, risk allocation, and accountability, while incorporating specific provisions required under Hong Kong law to ensure enforceability and regulatory compliance.

1. Parties: Identification of the service provider and customer, including registered addresses and company details

2. Background: Context of the agreement and brief description of the platform service being provided

3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used throughout the agreement

4. Service Description: Comprehensive description of the platform services covered by the SLA

5. Service Levels: Detailed service level commitments, including availability, performance metrics, and response times

6. Service Credits: Calculation and application of service credits or other remedies for failure to meet service levels

7. Support Services: Description of support services, including hours of operation, response times, and escalation procedures

8. Customer Obligations: Customer responsibilities and requirements for proper use of the platform

9. Data Protection and Security: Obligations regarding data protection, security measures, and compliance with Hong Kong privacy laws

10. Monitoring and Reporting: Methods for measuring service levels and reporting procedures

11. Term and Termination: Duration of the agreement and termination provisions

12. Limitation of Liability: Limitations on liability and exclusions in compliance with Hong Kong law

13. General Provisions: Standard contractual provisions including governing law, notices, and dispute resolution