The Common SLA serves as a fundamental document for establishing and managing service delivery relationships in Hong Kong's business environment. It is typically used when organizations need to formalize service expectations, performance standards, and accountability measures with their service providers. This document type is essential for businesses operating under Hong Kong jurisdiction, incorporating local legal requirements while addressing key aspects such as service levels, monitoring mechanisms, remedy frameworks, and risk allocation. The Common SLA is particularly relevant in today's digital economy where service quality metrics and performance standards need to be clearly defined and measurable. It provides a structured framework for managing service relationships while ensuring compliance with Hong Kong's legal system, including relevant ordinances and common law principles governing service contracts.
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1. Parties: Identifies and provides full legal details of the service provider and customer
2. Background: Explains the context and purpose of the agreement
3. Definitions: Defines key terms used throughout the agreement
4. Services Overview: High-level description of the services to be provided
5. Service Levels: Detailed performance metrics and standards that the provider must meet
6. Performance Monitoring: Methods and frequency of measuring and reporting service performance
7. Service Credits: Compensation mechanism for failure to meet service levels
8. Problem Resolution: Process for identifying, reporting, and resolving service issues
9. Provider Obligations: Key responsibilities and commitments of the service provider
10. Customer Obligations: Key responsibilities and commitments of the customer
11. Charges and Payment: Pricing, payment terms, and invoicing procedures
12. Term and Termination: Duration of agreement and circumstances for termination
13. Liability and Indemnities: Allocation of risks and limitations of liability
14. Confidentiality: Protection of confidential information
15. General Provisions: Standard boilerplate clauses including governing law, notices, etc.
1. Data Protection: Required when personal data processing is involved, detailing compliance with privacy laws
2. Disaster Recovery: Include when service continuity is critical, specifying recovery procedures and timelines
3. Security Requirements: Needed for services involving sensitive data or systems
4. Change Management: Include for complex services where regular changes to scope or specifications are expected
5. Audit Rights: Important for regulated industries or when compliance verification is needed
6. Personnel Requirements: Include when specific qualifications or security clearances are required
7. Insurance: Required for high-risk services or when significant liability exposure exists
8. Intellectual Property Rights: Include when services involve creation or use of intellectual property
9. Exit Management: Important for complex services requiring detailed transition arrangements
1. Service Description Schedule: Detailed technical specifications of services
2. Service Level Metrics Schedule: Detailed performance indicators, measurement methods, and targets
3. Pricing Schedule: Detailed pricing structure, rates, and calculation methods
4. Operational Procedures: Day-to-day operational processes and procedures
5. Contact Details: Key personnel and escalation points for both parties
6. Service Credit Calculations: Detailed methodology for calculating service credits
7. Report Templates: Standard formats for performance and service reports
8. Technical Requirements: Customer's technical environment and integration requirements
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