Firewall SLA Template for Hong Kong

1. Business Continuity and Disaster Recovery: Details of backup and recovery procedures, used when customer requires specific disaster recovery commitments

2. Change Management: Procedures for implementing changes to the service, included when complex change management processes are needed

3. Service Credits: Compensation scheme for service level failures, included when financial penalties for underperformance are required

4. Audit Rights: Customer's rights to audit the service and provider's compliance, included for customers with strict compliance requirements

5. Multi-location Services: Specific provisions for services across multiple locations, included when service covers multiple geographic locations

6. Third-Party Integration: Terms governing integration with other security services or systems, included when service interfaces with other security solutions

1. Schedule A - Service Level Specifications: Detailed technical specifications of the firewall service, including performance metrics and thresholds

2. Schedule B - Fee Schedule: Detailed breakdown of fees, pricing tiers, and additional service charges

3. Schedule C - Support Procedures: Detailed support processes, escalation procedures, and contact information

4. Schedule D - Technical Requirements: Minimum technical requirements and compatibility specifications

5. Schedule E - Security Policies: Detailed security policies and procedures applicable to the service

6. Appendix 1 - Service Coverage Map: Geographic coverage and network topology diagrams

7. Appendix 2 - Incident Response Plan: Detailed procedures for handling security incidents and breaches

8. Appendix 3 - Change Request Form: Standard form for requesting changes to the service configuration