This SLA For Tickets template is specifically designed for use in the Philippine market, where organizations require formal agreements to govern their ticket management and support services. The document provides a comprehensive framework for establishing service levels, response times, and performance metrics in compliance with Philippine laws, including the Electronic Commerce Act (RA 8792) and Data Privacy Act (RA 10173). It is particularly useful for organizations implementing or maintaining ticket management systems, whether for internal IT support or customer service operations. The agreement covers essential aspects such as service availability, response times, escalation procedures, and reporting requirements, while ensuring data protection and privacy compliance. This template should be used when organizations need to formalize their support services relationship with a service provider, ensuring clear accountability and service delivery standards.
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1. Parties: Identifies and provides details of the service provider and the client organization
2. Background: Explains the context of the agreement and the parties' intention to enter into an SLA for ticket management services
3. Definitions: Defines key terms used throughout the agreement, including technical terms related to ticket management
4. Service Description: Detailed description of the ticket management services to be provided
5. Service Levels: Defines the specific service levels, including response times, resolution times, and priority levels for different types of tickets
6. Performance Metrics: Specifies the metrics used to measure service performance and compliance with SLAs
7. Reporting and Monitoring: Details the reporting frequency, methodology, and monitoring systems used to track service performance
8. Support Hours and Availability: Specifies the hours of service operation and service availability commitments
9. Issue Resolution Process: Outlines the process for handling and escalating service issues
10. Data Privacy and Security: Addresses data protection requirements in compliance with the Data Privacy Act of 2012
11. Payment Terms: Details the fee structure, payment schedule, and billing procedures
12. Term and Termination: Specifies the duration of the agreement and conditions for termination
13. Governing Law: Confirms the agreement is governed by Philippine law and specifies jurisdiction for disputes
1. Service Credits: Defines financial compensation for service level breaches - include when client requires specific penalties for non-performance
2. Disaster Recovery: Outlines procedures for service continuity in case of major disruptions - include for critical service implementations
3. Training and Support: Details any training provided to client staff - include when the service includes user training components
4. Multi-language Support: Specifies support for multiple languages - include for international operations
5. Custom Integration Requirements: Details specific integration needs with client systems - include when technical integration is required
6. Extended Support Hours: Defines terms for support outside standard hours - include when 24/7 or extended support is needed
1. Schedule A - Service Level Targets: Detailed breakdown of all service level targets and measurements
2. Schedule B - Pricing and Fee Structure: Detailed pricing information, including base fees and any variable charges
3. Schedule C - Escalation Matrix: Contact details and escalation procedures for different types of issues
4. Schedule D - Technical Requirements: Technical specifications and requirements for the ticket management system
5. Schedule E - Report Templates: Templates and formats for regular service level reports
6. Appendix 1 - Data Processing Agreement: Detailed terms for handling personal data in compliance with privacy laws
7. Appendix 2 - Service Credit Calculations: Detailed methodology for calculating service credits or penalties
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Banking and Finance
Telecommunications
Healthcare
Retail
Business Process Outsourcing
E-commerce
Government Services
Education
Manufacturing
Relevant Teams
Information Technology
Service Delivery
Operations
Customer Support
Legal
Procurement
Compliance
Service Management
Quality Assurance
Help Desk
Technical Support
Relevant Roles
IT Director
Service Delivery Manager
Operations Manager
Customer Service Director
Help Desk Manager
IT Support Manager
Procurement Manager
Contract Administrator
Legal Counsel
Chief Information Officer
Chief Technology Officer
Service Level Manager
IT Operations Manager
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