This SLA Time For Incidents agreement is essential for organizations operating in Hong Kong that require formal commitments for incident response and resolution times from their service providers. The document is particularly relevant in today's digital business environment where service disruptions can have significant financial and operational impacts. It establishes clear metrics for incident classification, response times, and resolution targets, while ensuring compliance with Hong Kong's legal framework and industry standards. The agreement is designed to protect both service providers and customers by clearly defining service level expectations, measurement methodologies, and remedies for non-compliance. It incorporates best practices for incident management while remaining adaptable to specific business needs and regulatory requirements in the Hong Kong context.

1. Parties: Identification of the service provider and customer, including their registered addresses and company details

2. Background: Context of the agreement, including the nature of services being provided and the purpose of the SLA

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

4. Service Hours and Coverage: Specification of service operating hours, time zones, and coverage periods

5. Incident Classification: Definition and criteria for different incident severity levels

6. Response Time Commitments: Detailed response time obligations for each incident category

7. Resolution Time Commitments: Target resolution times for each incident category

8. Escalation Procedures: Process for escalating incidents that exceed standard response times

9. Service Level Measurement: Methods for measuring and reporting service level performance

10. Performance Credits and Penalties: Financial implications of failing to meet service levels

11. Reporting Requirements: Specifications for incident reporting, including frequency and content

12. Communication Protocols: Procedures for incident notification and ongoing communication

13. Term and Termination: Duration of the agreement and termination provisions

14. General Provisions: Standard legal clauses including governing law, notices, and amendments