This Monthly SLA template is designed for use in the Philippine jurisdiction where regular, recurring services require formal performance commitments and measurement. The document is particularly relevant when establishing ongoing service relationships that need monthly monitoring, reporting, and performance evaluation. It incorporates essential elements required under Philippine contract law, including provisions aligned with the Civil Code of the Philippines, Consumer Act, and relevant industry regulations. The Monthly SLA structure includes detailed service definitions, performance metrics, measurement methodologies, and service credit mechanisms, making it suitable for various service-based arrangements where regular performance tracking and accountability are crucial. This template is especially valuable for technology services, outsourcing arrangements, and managed services where service quality and reliability need to be quantifiably measured and maintained on a monthly basis.
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1. Parties: Identification of the service provider and customer, including their legal names, addresses, and registration details
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, metrics, and key concepts used throughout the agreement
4. Service Description: Comprehensive description of the services covered by the agreement
5. Service Levels and Performance Metrics: Specific, measurable performance standards and metrics that the service provider commits to maintain
6. Monitoring and Reporting: Methods and frequency of service level monitoring and reporting procedures
7. Response and Resolution Times: Timeframes for responding to and resolving various types of service issues
8. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods
9. Payment Terms: Monthly fee structure, payment schedule, and related financial terms
10. Term and Termination: Duration of the agreement, renewal terms, and termination conditions
11. Dispute Resolution: Process for resolving disagreements, including escalation procedures
12. Governing Law: Specification of Philippine law as governing law and jurisdiction
13. Signatures: Execution block for authorized representatives of both parties
1. Data Protection and Privacy: Required when personal data processing is involved, ensuring compliance with the Data Privacy Act
2. Disaster Recovery: Include when service continuity is critical, outlining recovery procedures and timelines
3. Security Requirements: Necessary for services involving sensitive information or systems
4. Change Management: Include when services may require modifications during the contract term
5. Subcontractors: Required when the service provider may use third-party contractors
6. Insurance: Include when specific insurance coverage is required for the services
7. Intellectual Property Rights: Necessary when services involve creation or use of intellectual property
8. Force Majeure: Optional clause for circumstances beyond reasonable control
1. Schedule A - Service Specifications: Detailed technical specifications of the services
2. Schedule B - Service Level Metrics: Detailed breakdown of performance metrics, measurement methods, and thresholds
3. Schedule C - Price Schedule: Detailed pricing structure, including base fees and variable charges
4. Schedule D - Escalation Matrix: Contact details and escalation procedures for various types of issues
5. Schedule E - Report Templates: Standard formats for regular service level reports
6. Appendix 1 - Technical Requirements: Specific technical requirements and standards to be maintained
7. Appendix 2 - Service Credit Calculations: Detailed methodology for calculating service credits and penalties
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Business Process Outsourcing
Cloud Services
Managed Services
Software as a Service
Data Center Services
Network Services
Professional Services
Facilities Management
Healthcare Technology
Financial Technology
Relevant Teams
Legal
Operations
Service Delivery
Information Technology
Procurement
Account Management
Quality Assurance
Risk and Compliance
Technical Support
Commercial
Business Development
Contract Administration
Relevant Roles
Service Delivery Manager
Contract Manager
Operations Director
Chief Technology Officer
IT Manager
Procurement Manager
Legal Counsel
Account Manager
Service Operations Manager
Quality Assurance Manager
Compliance Officer
Risk Manager
Technical Support Manager
Commercial Director
Business Development Manager
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