Dynamic SLA Template for Hong Kong

1. Data Protection and Security: Required when services involve processing personal or sensitive data, outlining security measures and compliance requirements

2. Disaster Recovery: Include when service continuity is critical, detailing backup systems and recovery procedures

3. Change Management: Needed for complex services requiring formal processes for technical or operational changes

4. Knowledge Transfer: Important when service delivery requires significant knowledge sharing or training

5. Third-Party Dependencies: Include when service delivery relies on third-party suppliers or systems

6. Innovation and Improvement: Optional section for long-term agreements where continuous service improvement is expected

7. Environmental Requirements: Include when services have significant environmental impact or sustainability requirements

1. Schedule 1 - Service Descriptions: Detailed technical specifications of services and their components

2. Schedule 2 - Service Level Metrics: Comprehensive list of service metrics, measurement methods, and acceptable ranges

3. Schedule 3 - Pricing and Commercial Terms: Price structure, payment terms, and financial adjustments linked to service levels

4. Schedule 4 - Governance Model: Service management structure, roles, and responsibilities

5. Schedule 5 - Technical Requirements: Technical specifications, system requirements, and integration details

6. Schedule 6 - Adjustment Algorithms: Technical documentation of algorithms used for dynamic service level adjustments

7. Appendix A - Service Level Calculator: Tools or spreadsheets for calculating service levels and related credits/penalties

8. Appendix B - Incident Categories: Classification of service incidents and corresponding response requirements

9. Appendix C - Report Templates: Standard templates for various required service reports and communications