This document is utilized when establishing high-tier service commitments that require enhanced performance levels and support obligations. The Premium SLA is specifically designed for critical services where standard service levels are insufficient, incorporating more stringent performance metrics, dedicated support channels, and substantial service credits. Governed by Philippine law, including key legislation such as the Civil Code, E-Commerce Act, and Data Privacy Act, this agreement provides comprehensive protection for both service providers and customers. It is particularly relevant for mission-critical services, enterprise-level agreements, and situations requiring guaranteed service levels with robust accountability measures. The document includes detailed specifications for service delivery, monitoring mechanisms, escalation procedures, and remedy frameworks, making it suitable for complex service relationships requiring premium support and performance guarantees.
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1. Parties: Identification of service provider and customer, including complete 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, service metrics, and other key terminology used in the agreement
4. Service Description: Comprehensive description of the premium services to be provided
5. Service Levels: Detailed specifications of service level targets, metrics, and measurement methodologies
6. Performance Monitoring: Methods and tools for monitoring and reporting service performance
7. Priority Levels and Response Times: Definition of incident priority levels and corresponding response/resolution times
8. Customer Support: Details of premium support services, including dedicated support channels and escalation procedures
9. Service Credits: Calculation and application of service credits for missed service levels
10. Payment Terms: Pricing, payment schedule, and billing procedures for premium services
11. Term and Termination: Duration of agreement, renewal terms, and termination conditions
12. Confidentiality: Protection and handling of confidential information
13. Data Protection: Compliance with data privacy laws and data handling procedures
14. Limitation of Liability: Limitations and exclusions of liability
15. General Provisions: Standard legal provisions including governing law, notices, and amendment procedures
1. Disaster Recovery: Specific procedures for service continuity in case of disasters, recommended for critical services
2. Security Requirements: Detailed security protocols and requirements, necessary when handling sensitive data
3. Intellectual Property Rights: Specific IP provisions, needed when service involves creation or use of intellectual property
4. Personnel Requirements: Qualifications and requirements for key personnel, relevant for services requiring specific expertise
5. Change Management: Procedures for implementing service changes, important for complex technical services
6. Business Continuity: Specific provisions for ensuring service continuity, recommended for mission-critical services
7. Compliance Requirements: Industry-specific compliance obligations, necessary for regulated industries
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and performance metrics
2. Schedule 2 - Service Credit Calculations: Detailed formulas and examples for calculating service credits
3. Schedule 3 - Premium Support Services: Detailed description of support procedures, contact information, and escalation matrix
4. Schedule 4 - Fee Schedule: Detailed breakdown of fees, charges, and payment terms
5. Schedule 5 - Technical Requirements: Technical specifications and requirements for service delivery
6. Appendix A - Service Reports: Templates and examples of service performance reports
7. Appendix B - Incident Management Procedures: Detailed procedures for handling and escalating service incidents
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Software Development
Data Centers
Business Process Outsourcing
Financial Services
Healthcare Technology
E-commerce
Digital Infrastructure
Relevant Teams
Legal
Information Technology
Operations
Customer Support
Service Delivery
Compliance
Quality Assurance
Account Management
Project Management
Risk Management
Procurement
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Contract Manager
Operations Manager
Legal Counsel
Compliance Officer
Technical Support Manager
Account Executive
Project Manager
Quality Assurance Manager
Risk Manager
Procurement Manager
Business Relationship Manager
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