The Resolution SLA serves as a crucial operational agreement in Hong Kong's business environment, particularly for technology-dependent organizations requiring guaranteed service restoration times. This document is typically implemented when businesses need to establish clear, measurable standards for incident response and resolution, ensuring business continuity and operational efficiency. The Resolution SLA details various priority levels of incidents, corresponding response times, resolution commitments, and compensation mechanisms for breaches. It incorporates Hong Kong's legal requirements while addressing practical operational needs, making it essential for businesses relying on critical systems and services. The agreement is particularly valuable in regulated industries where service disruptions can have significant financial or operational impacts.
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1. Parties: Identifies and defines the service provider and customer with their full legal names and addresses
2. Background: Outlines the context of the agreement and the parties' intention to establish service level commitments
3. Definitions: Defines key terms used throughout the agreement, including technical terms, service levels, and performance metrics
4. Service Scope: Details the specific services covered under the SLA
5. Service Hours: Specifies the hours during which the service and support will be available
6. Priority Levels: Defines different incident priority levels and their characteristics
7. Response Times: Specifies guaranteed response times for each priority level
8. Resolution Times: Details the committed resolution times for each priority level
9. Performance Metrics: Defines the key performance indicators (KPIs) and how they will be measured
10. Reporting: Outlines the frequency and content of service level reports
11. Service Credits: Details the compensation mechanism for failing to meet service levels
12. Force Majeure: Defines circumstances beyond reasonable control that excuse performance
13. Term and Termination: Specifies the duration of the agreement and termination conditions
14. Governing Law: Confirms Hong Kong law as governing law and jurisdiction
1. Escalation Procedures: Details the process for escalating unresolved issues, recommended for complex service arrangements
2. Planned Maintenance: Defines procedures for scheduled maintenance, important for services requiring regular maintenance
3. Disaster Recovery: Outlines procedures for service continuity in disaster scenarios, crucial for critical services
4. Security Requirements: Specifies security standards and protocols, essential when handling sensitive data
5. Training and Support: Details additional training and support services, useful for complex technical services
6. Continuous Improvement: Establishes processes for regular service review and improvement, valuable for long-term contracts
7. Third-Party Dependencies: Addresses management of third-party service providers, necessary when subcontractors are involved
1. Schedule 1 - Service Descriptions: Detailed technical specifications of all services covered
2. Schedule 2 - Service Level Metrics: Comprehensive list of all service levels and their measurement methodologies
3. Schedule 3 - Rate Card: Pricing details for different service levels and additional services
4. Schedule 4 - Escalation Contacts: Contact details for key personnel and escalation paths
5. Schedule 5 - Report Templates: Templates for regular service level reporting
6. Appendix A - Technical Requirements: Detailed technical specifications and requirements
7. Appendix B - Operating Procedures: Step-by-step procedures for service delivery and issue resolution
Relevant legal definitions
Acknowledged Time
Actual Resolution Time
Availability
Business Day
Business Hours
Critical Incident
Downtime
Escalation
First Response Time
Force Majeure Event
High Priority Incident
Incident
Incident Logging
Key Performance Indicators
Low Priority Incident
Maintenance Window
Medium Priority Incident
Measurement Period
Normal Business Hours
Operating Hours
Performance Credits
Performance Report
Priority Level
Resolution
Resolution Time
Response Time
Service Credits
Service Hours
Service Level Failure
Service Level Measurement
Service Level Target
Service Levels
Service Request
Support Hours
Support Services
System
Target Resolution Time
Target Response Time
Uptime
Workaround
Actual Resolution Time
Availability
Business Day
Business Hours
Critical Incident
Downtime
Escalation
First Response Time
Force Majeure Event
High Priority Incident
Incident
Incident Logging
Key Performance Indicators
Low Priority Incident
Maintenance Window
Medium Priority Incident
Measurement Period
Normal Business Hours
Operating Hours
Performance Credits
Performance Report
Priority Level
Resolution
Resolution Time
Response Time
Service Credits
Service Hours
Service Level Failure
Service Level Measurement
Service Level Target
Service Levels
Service Request
Support Hours
Support Services
System
Target Resolution Time
Target Response Time
Uptime
Workaround
Clauses
Service Levels
Performance Measurement
Response Times
Resolution Times
Service Credits
Reporting Requirements
Escalation Procedures
Force Majeure
Limitation of Liability
Indemnification
Confidentiality
Data Protection
Intellectual Property
Term and Termination
Dispute Resolution
Governing Law
Assignment
Amendment
Notices
Entire Agreement
Severability
Waiver
Service Hours
Priority Levels
Performance Metrics
Service Scope
Maintenance Windows
Business Continuity
Disaster Recovery
Security Requirements
Audit Rights
Subcontracting
Insurance
Service Provider Obligations
Customer Obligations
Payment Terms
Service Credit Calculation
Quality Standards
Personnel
Change Management
Performance Measurement
Response Times
Resolution Times
Service Credits
Reporting Requirements
Escalation Procedures
Force Majeure
Limitation of Liability
Indemnification
Confidentiality
Data Protection
Intellectual Property
Term and Termination
Dispute Resolution
Governing Law
Assignment
Amendment
Notices
Entire Agreement
Severability
Waiver
Service Hours
Priority Levels
Performance Metrics
Service Scope
Maintenance Windows
Business Continuity
Disaster Recovery
Security Requirements
Audit Rights
Subcontracting
Insurance
Service Provider Obligations
Customer Obligations
Payment Terms
Service Credit Calculation
Quality Standards
Personnel
Change Management
Relevant Industries
Information Technology
Telecommunications
Financial Services
Healthcare
E-commerce
Cloud Services
Manufacturing
Professional Services
Banking
Insurance
Retail
Logistics
Education
Relevant Teams
Information Technology
Service Desk
Operations
Infrastructure
Technical Support
Vendor Management
Procurement
Legal
Risk Management
Business Continuity
Service Management
Quality Assurance
Contract Administration
Relevant Roles
IT Director
Service Delivery Manager
Operations Manager
Chief Technology Officer
IT Service Manager
Procurement Manager
Contract Manager
Technical Support Manager
Infrastructure Manager
Chief Information Officer
Vendor Management Officer
Service Desk Manager
Business Continuity Manager
IT Operations Director
Support Services Director
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