The Availability SLA is a critical document used to establish and maintain clear service performance standards between service providers and their customers in the Philippines. It is particularly relevant in today's digital economy where system uptime and service availability are crucial for business operations. This document type is essential when organizations need to formalize their commitments regarding service availability, define specific measurement criteria, and establish consequences for non-performance. The agreement must comply with Philippine regulations, including the Electronic Commerce Act of 2000 and the Data Privacy Act of 2012, while addressing local business practices and requirements. The Availability SLA typically includes detailed technical specifications, monitoring procedures, reporting requirements, and remedy mechanisms, making it a fundamental tool for service delivery management and customer relationship governance.
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1. Parties: Identification and details of the service provider and customer, including registered addresses and company registration numbers
2. Background: Context of the agreement, brief description of the services, and purpose of the SLA
3. Definitions: Detailed definitions of technical terms, availability metrics, and other key terms used throughout the agreement
4. Service Availability Commitments: Specific commitments regarding system uptime, availability percentages, and service hours
5. Service Level Measurements: Methodology for measuring and calculating availability, including measurement periods and tools
6. Exclusions and Exceptions: Circumstances not counted as downtime, such as planned maintenance or force majeure events
7. Response and Resolution Times: Timeframes for responding to and resolving different categories of incidents
8. Service Credits and Penalties: Compensation structure for failing to meet availability commitments
9. Reporting and Monitoring: Requirements for service level reporting, monitoring methods, and review meetings
10. Support Services: Description of support services, including contact methods and escalation procedures
11. Term and Termination: Duration of the agreement and conditions for termination
12. General Terms: Standard legal provisions including governing law, dispute resolution, and amendments
1. Disaster Recovery: Specific provisions for disaster recovery procedures and commitments, recommended for critical services
2. Security Requirements: Detailed security obligations and standards, important for services handling sensitive data
3. Data Management: Provisions for data handling, backup, and recovery, essential when service involves significant data processing
4. Performance Optimization: Commitments and procedures for ongoing service optimization, useful for long-term agreements
5. Customer Obligations: Specific responsibilities of the customer, important when service delivery depends on customer actions
6. Change Management: Procedures for implementing changes to services or service levels, recommended for complex services
7. Compliance Requirements: Specific regulatory compliance obligations, necessary for regulated industries
1. Service Description Schedule: Detailed technical description of the services covered by the SLA
2. Service Level Metrics Schedule: Detailed metrics, formulas, and thresholds for measuring service availability
3. Fee Schedule: Pricing details, service credit calculations, and penalty rates
4. Support Services Schedule: Detailed support procedures, contact information, and escalation matrix
5. Technical Requirements Schedule: Technical specifications and requirements for service delivery
6. Incident Classification Matrix: Categories of incidents and their corresponding response/resolution times
7. Service Level Report Template: Template for regular service level reporting
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Banking and Financial Services
E-commerce
Healthcare
Business Process Outsourcing
Cloud Services
Data Center Services
Software as a Service
Manufacturing
Logistics and Supply Chain
Retail
Relevant Teams
Legal
Information Technology
Operations
Service Delivery
Compliance
Risk Management
Procurement
Vendor Management
Quality Assurance
Infrastructure
Cloud Services
Customer Support
Contract Management
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Operations Manager
Contract Manager
Legal Counsel
Compliance Officer
Technical Account Manager
Service Level Manager
Infrastructure Manager
Cloud Services Manager
IT Operations Manager
Quality Assurance Manager
Risk Manager
Procurement Manager
Vendor Manager
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