This Standard Uptime SLA is essential for businesses operating in the Philippines that need to establish clear, measurable commitments for service availability and performance. The document is typically used when a service provider needs to guarantee specific levels of system uptime to their customers, with defined consequences for non-compliance. It incorporates requirements from Philippine legislation, including the Electronic Commerce Act (RA 8792) and Data Privacy Act (RA 10173), making it suitable for both domestic and international service providers operating in the Philippine market. The Standard Uptime SLA includes detailed provisions for measuring and monitoring service availability, reporting mechanisms, service credits for breaches, and escalation procedures, while ensuring alignment with local legal requirements and business practices.
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1. Parties: Identifies and provides full details of the service provider and customer entering into the SLA
2. Background: Provides context for the agreement and brief description of the services being covered
3. Definitions: Defines key terms used throughout the agreement, including technical terms related to uptime, downtime, maintenance windows, etc.
4. Service Levels: Specifies the promised uptime percentage and availability commitments
5. Measurement and Monitoring: Details how uptime will be measured, monitored, and reported
6. Service Credits: Defines compensation or credits provided when service levels are not met
7. Exclusions: Specifies circumstances not counted as downtime (planned maintenance, force majeure, etc.)
8. Reporting: Outlines the frequency and format of uptime reports
9. Support and Response Times: Defines support levels and response time commitments for different incident severities
10. Term and Termination: Specifies the duration of the agreement and termination conditions
11. General Provisions: Contains standard legal clauses including governing law, notices, and dispute resolution
1. Disaster Recovery: Details disaster recovery procedures and commitments, recommended for critical services
2. Security Requirements: Specifies security standards and protocols, important for services handling sensitive data
3. Performance Optimization: Outlines procedures for ongoing service optimization, useful for long-term agreements
4. Change Management: Defines processes for implementing changes to the service, recommended for complex systems
5. Customer Obligations: Specifies customer responsibilities and requirements, important when customer actions can impact uptime
6. Escalation Procedures: Details the escalation path for serious incidents, recommended for enterprise-level agreements
1. Schedule A - Service Description: Detailed technical description of the services covered by the SLA
2. Schedule B - Service Level Metrics: Detailed breakdown of uptime calculations, measurement methods, and specific targets
3. Schedule C - Service Credit Calculations: Detailed formula and examples for calculating service credits
4. Schedule D - Technical Support Details: Comprehensive information about support services, contact methods, and escalation paths
5. Appendix 1 - Incident Priority Matrix: Matrix defining incident priority levels and corresponding response times
6. Appendix 2 - Report Templates: Templates for regular uptime and performance reports
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Financial Services
E-commerce
Healthcare
Cloud Services
Business Process Outsourcing
Manufacturing
Retail
Education
Government Services
Relevant Teams
Legal
Information Technology
Operations
Service Delivery
Procurement
Compliance
Risk Management
Technical Support
Customer Success
Sales
Service Operations
Infrastructure
Relevant Roles
Chief Technology Officer
IT Director
Service Delivery Manager
Operations Manager
Legal Counsel
Procurement Manager
Contract Manager
Systems Administrator
Service Level Manager
Account Executive
Technical Support Manager
Risk Manager
Compliance Officer
IT Infrastructure Manager
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