The Global SLA template is designed for organizations requiring a robust framework for international service delivery while operating under Hong Kong law. This document is essential when establishing service relationships that span multiple jurisdictions but require the stability and predictability of Hong Kong's well-established legal system. It encompasses comprehensive service definitions, performance metrics, compliance requirements, and risk allocation mechanisms suitable for complex cross-border service arrangements. The Global SLA is particularly valuable for technology services, outsourcing arrangements, and professional services where precise service levels and performance measurements are crucial. It incorporates Hong Kong's pragmatic approach to commercial law while accommodating international business practices and regulatory requirements.
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1. Parties: Identification of the service provider and customer, including full legal names and registered addresses
2. Background: Context of the agreement, relationship between parties, and purpose of the SLA
3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used throughout the agreement
4. Services Overview: High-level description of services covered by the SLA
5. Service Level Commitments: Detailed performance metrics, availability guarantees, and quality standards
6. Service Measurement and Reporting: Methods for measuring service levels, reporting frequency, and monitoring procedures
7. Response and Resolution Times: Timeframes for responding to and resolving various categories of issues
8. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods
9. Customer Obligations: Requirements and responsibilities of the customer to enable service delivery
10. Data Protection and Security: Data handling procedures, security measures, and compliance requirements
11. Business Continuity and Disaster Recovery: Procedures for maintaining service during disruptions and recovery protocols
12. Change Management: Process for implementing changes to services or service levels
13. Dispute Resolution: Procedures for resolving disagreements and escalation paths
14. Term and Termination: Duration of agreement, renewal terms, and termination conditions
15. General Provisions: Standard legal clauses including governing law, notices, and entire agreement
1. Regulatory Compliance: Specific compliance requirements for regulated industries (include for financial services, healthcare, etc.)
2. Multi-jurisdiction Operations: Specific provisions for services operating across multiple countries or regions
3. Third-Party Service Providers: Terms governing the use and management of subcontractors or third-party service providers
4. Intellectual Property Rights: Detailed IP provisions when service involves software, technology or content creation
5. Environmental Standards: Environmental commitments and standards when relevant to service delivery
6. Training and Support: Details of training and support services if part of the service offering
7. Innovation and Continuous Improvement: Framework for service enhancement and technology updates
8. Exit Management: Detailed transition provisions for service termination or provider change
1. Schedule 1 - Service Definitions: Detailed technical specifications of each service component
2. Schedule 2 - Service Level Metrics: Comprehensive list of all service level metrics and measurement methodologies
3. Schedule 3 - Pricing and Service Credits: Detailed pricing structure and service credit calculations
4. Schedule 4 - Operational Procedures: Day-to-day operational procedures, escalation matrices, and contact details
5. Schedule 5 - Security Requirements: Detailed security protocols, standards, and compliance requirements
6. Schedule 6 - Business Continuity Plan: Detailed disaster recovery and business continuity procedures
7. Schedule 7 - Jurisdictional Requirements: Specific legal and regulatory requirements for each jurisdiction
8. Appendix A - Technical Infrastructure: Details of technical infrastructure and architecture
9. Appendix B - Report Templates: Standard formats for various service reports and monitoring documentation
10. Appendix C - Change Request Forms: Standard forms and procedures for requesting service changes
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