The SLA Agency agreement is essential for businesses operating in Hong Kong that engage agents to deliver services on their behalf. This document type combines elements of traditional agency agreements with specific service level requirements, making it particularly valuable for companies that need to maintain consistent service quality through third-party delivery channels. The agreement establishes clear performance metrics, reporting mechanisms, and accountability measures while ensuring compliance with Hong Kong's legal framework, including contract law, agency principles, and data protection requirements. Typically used when a principal company wants to outsource service delivery while maintaining control over service quality and standards, the SLA Agency agreement provides a robust framework for managing and measuring agent performance while protecting both parties' interests under Hong Kong jurisdiction.

1. Parties: Identification of the principal and the agent, including full legal names and registered addresses

2. Background: Context of the agreement, relationship between parties, and general purpose of the agency arrangement

3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used throughout the agreement

4. Appointment and Scope: Formal appointment of the agent and detailed scope of services to be provided

5. Service Levels: Specific performance metrics, standards, and measurement criteria for service delivery

6. Agent's Obligations: Detailed responsibilities and duties of the agent in delivering the services

7. Principal's Obligations: Responsibilities and duties of the principal, including support and resources to be provided

8. Performance Monitoring: Procedures for monitoring and reporting on service level achievement

9. Fees and Payment: Compensation structure, payment terms, and any performance-based incentives

10. Term and Termination: Duration of the agreement and circumstances for termination

11. Confidentiality: Protection of confidential information and trade secrets

12. Data Protection: Compliance with PDPO and data handling requirements

13. Liability and Indemnification: Allocation of risks and responsibilities between parties

14. Force Majeure: Provisions for handling events beyond parties' reasonable control

15. Governing Law and Jurisdiction: Specification of Hong Kong law and jurisdiction for dispute resolution

16. General Provisions: Standard boilerplate clauses including notices, amendments, and assignment