This 7 Day SLA template addresses the growing need for structured short-term service agreements in the Philippine market, particularly in response to the increasing demand for agile and flexible service arrangements. The document is specifically designed for situations requiring immediate, well-defined service commitments, such as critical project phases, temporary service provisions, or trial periods. It incorporates essential elements of Philippine contract law, including the Civil Code requirements and E-commerce Act provisions, while maintaining practical enforceability for its brief duration. The SLA is particularly valuable for businesses requiring rapid service deployment with clear performance metrics, response times, and remedy mechanisms, all while ensuring compliance with local regulatory frameworks.
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1. Parties: Identification of the service provider and customer, including their legal names, addresses, and authorized representatives
2. Background: Brief context of the agreement and the purpose for which the services are being provided
3. Definitions: Clear definitions of technical terms, service metrics, and other key terminology used throughout the agreement
4. Service Description: Detailed description of the services to be provided, including scope and specific deliverables
5. Service Levels: Specific performance metrics, response times, and availability commitments
6. Response Time Commitments: Detailed breakdown of response times for different priority levels and incident types
7. Performance Monitoring: Methods and tools used to measure and monitor service performance
8. Issue Resolution Process: Steps for reporting, escalating, and resolving service issues
9. Service Credits and Penalties: Compensation structure for service level failures
10. Term and Termination: Duration of the agreement (7 days) and conditions for early termination
11. Payment Terms: Pricing, payment schedule, and related financial terms
12. Governing Law: Specification of Philippine law as the governing law and jurisdiction
1. Data Protection and Privacy: Required when personal data processing is involved, outlining compliance with the Data Privacy Act of 2012
2. Disaster Recovery: Included when service continuity is critical, detailing backup and recovery procedures
3. Security Requirements: Added when handling sensitive information or systems
4. Change Management: Included when service modifications might be needed during the 7-day period
5. Force Majeure: Optional for short-term agreements but may be included for comprehensive risk management
6. Insurance Requirements: Added when services involve high-risk activities or significant potential liabilities
1. Schedule A - Service Level Metrics: Detailed breakdown of all service level targets, measurements, and calculations
2. Schedule B - Price Schedule: Detailed pricing information, including base fees and variable charges
3. Schedule C - Technical Specifications: Technical details of the service delivery infrastructure and requirements
4. Schedule D - Escalation Matrix: Contact details and escalation procedures for different types of issues
5. Schedule E - Report Templates: Standard formats for service level reporting and performance monitoring
6. Appendix 1 - Incident Priority Definitions: Classification and definitions of different incident priority levels
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Managed Services
Data Centers
Business Process Outsourcing
Healthcare Technology
Financial Technology
E-commerce
Digital Infrastructure
Manufacturing
Logistics
Relevant Teams
Operations
Service Delivery
Legal
Procurement
Information Technology
Quality Assurance
Compliance
Risk Management
Customer Support
Contract Administration
Project Management
Technical Support
Relevant Roles
Operations Manager
Service Delivery Manager
Contract Administrator
IT Director
Procurement Manager
Compliance Manager
Technical Support Lead
Project Manager
Quality Assurance Manager
Business Relationship Manager
Legal Counsel
Risk Manager
Service Operations Director
Customer Success Manager
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