The Guaranteed Uptime SLA is essential for businesses operating in the Philippines that require assured availability of digital services, systems, or infrastructure. This document type is particularly relevant in the context of the growing digital economy in the Philippines, where reliable service delivery is crucial for business operations. The agreement incorporates requirements from Philippine legislation, including the Electronic Commerce Act (RA 8792) and Data Privacy Act (RA 10173), while defining specific uptime guarantees, measurement methods, and remedies for service interruptions. It is commonly used when establishing or formalizing service arrangements between technology providers and their clients, especially in cases where system availability is critical to business operations. The document includes technical specifications, reporting requirements, and credit mechanisms, tailored to meet both local legal requirements and international best practices in service level management.
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1. Parties: Identification of the service provider and customer, including their legal names and addresses
2. Background: Context of the agreement and brief description of the services being provided
3. Definitions: Detailed definitions of technical terms, including 'Uptime', 'Downtime', 'Scheduled Maintenance', 'Service Level', etc.
4. Service Levels: Specific uptime percentage guarantees and how they are measured
5. Service Level Measurement: Methods and tools used to measure and monitor uptime
6. Exclusions: Circumstances not counted as downtime, including scheduled maintenance and force majeure events
7. Service Credits: Compensation or credits provided when service levels are not met
8. Reporting: Frequency and format of uptime reports and performance metrics
9. Problem Resolution: Process for addressing and resolving service interruptions
10. Term and Termination: Duration of the agreement and conditions for termination
11. General Provisions: Standard legal clauses including governing law, notices, and amendment procedures
1. Security Requirements: Specific security measures and compliance requirements, included when handling sensitive data or systems
2. Disaster Recovery: Procedures for major system failures or disasters, included for critical systems
3. Customer Obligations: Specific responsibilities of the customer, included when customer actions can impact uptime
4. Service Level Reviews: Periodic review and adjustment of service levels, included for long-term or complex agreements
5. Multi-location Services: Specific provisions for services delivered across multiple locations, included when applicable
1. Schedule A - Technical Specifications: Detailed technical specifications of the services and systems covered
2. Schedule B - Service Level Calculations: Detailed methodology for calculating uptime and service credits
3. Schedule C - Support Services: Details of support services, response times, and escalation procedures
4. Schedule D - Pricing and Credits: Detailed pricing structure and service credit calculations
5. Appendix 1 - Contact Information: List of key contacts for both parties for various scenarios
6. Appendix 2 - Incident Response Procedures: Step-by-step procedures for handling service interruptions
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Financial Services
E-commerce
Healthcare
Manufacturing
Cloud Services
Business Process Outsourcing
Digital Banking
Online Gaming
Enterprise Software
Relevant Teams
Legal
Information Technology
Operations
Procurement
Compliance
Risk Management
Service Delivery
Technical Operations
Commercial
Vendor Management
Infrastructure Management
Quality Assurance
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Operations Manager
Legal Counsel
Procurement Manager
Systems Administrator
Network Engineer
Commercial Director
Risk Manager
Compliance Officer
Contract Manager
Technical Operations Lead
Chief Information Officer
Service Level Manager
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