The Easy SLA template addresses the growing need for simplified yet legally robust service level agreements in the Philippine business environment. This document type is specifically designed for situations where parties require a clear framework for service delivery without the complexity of traditional SLAs. It incorporates essential elements required under Philippine law while maintaining accessibility and ease of use. The Easy SLA is particularly valuable for small to medium-sized businesses, startups, and service providers who need to establish clear service standards and metrics without extensive legal complexity. The document covers key aspects such as service definitions, performance metrics, reporting requirements, and remedies, while remaining compliant with the Civil Code of the Philippines and relevant electronic commerce regulations.
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1. Parties: Identification of the service provider and customer, including their complete legal names and addresses
2. Background: Brief context of the agreement and the parties' intention to enter into an SLA
3. Definitions: Clear explanations of key terms used throughout the agreement
4. Service Description: Detailed description of the services to be provided
5. Service Levels: Specific, measurable performance standards and metrics
6. Service Hours: Operating hours and availability commitments
7. Response Times: Guaranteed response times for different types of issues or requests
8. Monitoring and Reporting: How service levels will be measured and reported
9. Payment Terms: Fees, payment schedule, and billing procedures
10. Service Credits: Compensation or credits for failure to meet service levels
11. Term and Termination: Duration of the agreement and termination provisions
12. Governing Law: Specification of Philippine law as the governing law
1. Force Majeure: Provisions for unforeseen circumstances - recommended for services that may be affected by external events
2. Disaster Recovery: Procedures for service continuation in case of disasters - important for critical services
3. Data Protection: Specific provisions for handling personal data - required if personal data is processed
4. Intellectual Property: IP rights and ownership provisions - needed if services involve creation or use of IP
5. Security Requirements: Specific security standards and procedures - important for IT or sensitive services
6. Escalation Procedures: Detailed problem escalation process - useful for complex service relationships
1. Schedule 1 - Service Specifications: Detailed technical specifications of the services
2. Schedule 2 - Service Level Metrics: Detailed breakdown of performance metrics and measurement methods
3. Schedule 3 - Fee Schedule: Detailed pricing structure and payment terms
4. Schedule 4 - Support Procedures: Detailed support process and contact information
5. Appendix A - Incident Response Matrix: Classification of incidents and corresponding response times
6. Appendix B - Report Templates: Standard templates for service level reporting
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Business Process Outsourcing
Telecommunications
Cloud Services
Software as a Service
Facilities Management
Professional Services
Customer Support Services
Managed Services
Healthcare Technology
Relevant Teams
Operations
Service Delivery
Account Management
Technical Support
Information Technology
Procurement
Legal
Business Development
Customer Success
Quality Assurance
Compliance
Project Management
Relevant Roles
Operations Manager
Service Delivery Manager
Account Manager
Technical Support Lead
IT Manager
Procurement Officer
Contract Administrator
Business Development Manager
Customer Success Manager
Quality Assurance Manager
Compliance Officer
Project Manager
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