An External SLA is essential for businesses operating in the Philippines that engage external service providers for critical business functions. This document type is commonly used across various industries, particularly in IT, BPO, and professional services sectors, where clear service standards and performance metrics are crucial. The agreement must comply with Philippine legislation, including the Civil Code, Consumer Act, and Data Privacy Act, while establishing clear service levels, measurement criteria, and remedies for service failures. The External SLA includes comprehensive sections covering service definitions, performance standards, monitoring mechanisms, and dispute resolution procedures, making it suitable for both simple and complex service arrangements. It serves as a crucial tool for managing service provider relationships and ensuring service quality while providing legal protection for both parties under Philippine jurisdiction.
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1. Parties: Identifies and provides full legal details of the service provider and customer entering into the agreement
2. Background: Explains the context and purpose of the agreement, including brief description of the services to be provided
3. Definitions: Defines key terms used throughout the agreement to ensure clear interpretation
4. Service Description: Detailed description of the services to be provided, including scope and exclusions
5. Service Levels: Specific, measurable performance standards and metrics that the service provider commits to meet
6. Performance Monitoring: Methods and procedures for measuring and reporting service level performance
7. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods
8. Customer Obligations: Requirements and responsibilities of the customer to enable service delivery
9. Provider Obligations: Core responsibilities and commitments of the service provider
10. Change Management: Process for requesting, approving, and implementing changes to services or service levels
11. Dispute Resolution: Procedures for addressing and resolving disagreements between parties
12. Term and Termination: Duration of the agreement and conditions for termination
13. Fees and Payment: Pricing structure, payment terms, and billing procedures
14. Confidentiality: Provisions for protecting confidential information of both parties
15. General Provisions: Standard legal clauses including governing law, notices, and assignment
1. Data Protection: Required when services involve processing personal data, ensuring compliance with the Data Privacy Act
2. Disaster Recovery: Include when service continuity is critical, detailing recovery procedures and timelines
3. Security Requirements: Add when services involve IT systems or sensitive information
4. Intellectual Property Rights: Include when services involve creation or use of intellectual property
5. Third-Party Dependencies: Required when service delivery relies on third-party providers or systems
6. Training and Support: Include when service requires customer training or ongoing support
7. Insurance Requirements: Add when specific insurance coverage is necessary for service provision
8. Compliance Requirements: Include when services must meet specific regulatory or industry standards
1. Schedule 1 - Service Specifications: Detailed technical specifications of the services
2. Schedule 2 - Service Level Metrics: Comprehensive list of service levels with measurement criteria and targets
3. Schedule 3 - Fee Schedule: Detailed pricing, payment terms, and service credit calculations
4. Schedule 4 - Escalation Matrix: Contact details and procedures for different levels of issue escalation
5. Schedule 5 - Report Formats: Templates and formats for regular service performance reporting
6. Schedule 6 - Operational Procedures: Detailed procedures for day-to-day service operations
7. Appendix A - Technical Requirements: Customer's technical environment and requirements
8. Appendix B - Service Hours and Coverage: Detailed service availability schedules and coverage details
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Business Process Outsourcing
Telecommunications
Professional Services
Cloud Services
Facilities Management
Healthcare Services
Financial Services
Manufacturing
Logistics and Supply Chain
Customer Service
Software Development
Relevant Teams
Legal
Procurement
Operations
Information Technology
Vendor Management
Compliance
Risk Management
Service Delivery
Quality Assurance
Contract Administration
Relevant Roles
Chief Information Officer
Procurement Manager
Legal Counsel
Contract Manager
Operations Director
Service Delivery Manager
Vendor Management Specialist
Chief Technology Officer
Compliance Officer
Risk Manager
Operations Manager
Business Unit Head
Project Manager
Quality Assurance Manager
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