The Supplier Service Level Agreement is a critical document used to establish and maintain clear performance standards and accountability in service delivery relationships under Hong Kong law. It is particularly important when businesses outsource critical functions or rely on external providers for essential services. The agreement defines specific, measurable service levels, outlines performance monitoring mechanisms, and establishes consequences for service failures. This document incorporates requirements from Hong Kong legislation, including the Contract Ordinance, Supply of Services (Implied Terms) Ordinance, and where applicable, the Personal Data (Privacy) Ordinance. It is designed to protect both service providers and recipients by clearly defining expectations, responsibilities, and remedies while ensuring compliance with Hong Kong's legal and regulatory framework.
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1. Parties: Identification and details of the service provider and service recipient
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions and Interpretation: Definitions of key terms used throughout the agreement and rules of interpretation
4. Term and Commencement: Duration of the agreement and conditions for commencement
5. Service Provider's Obligations: Core obligations and responsibilities of the service provider
6. Customer's Obligations: Core obligations and responsibilities of the customer
7. Service Levels: Key performance indicators, measurement methods, and reporting requirements
8. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods
9. Charges and Payment: Fee structure, payment terms, and invoicing procedures
10. Governance and Reporting: Management structure, meeting requirements, and reporting obligations
11. Intellectual Property Rights: Ownership and usage rights of IP involved in service delivery
12. Confidentiality: Protection and handling of confidential information
13. Data Protection: Compliance with PDPO and data handling requirements
14. Liability and Insurance: Limitation of liability, indemnities, and insurance requirements
15. Force Majeure: Provisions for handling events beyond reasonable control
16. Termination: Conditions and processes for agreement termination
17. Post-Termination Obligations: Obligations surviving termination and exit management
18. General Provisions: Standard boilerplate clauses including notices, assignment, and governing law
1. Change Control: Procedures for managing changes to services or service levels - include for complex or long-term services
2. Business Continuity and Disaster Recovery: Requirements for service continuation during disruptions - include for critical services
3. Security Requirements: Specific security protocols and compliance requirements - include for services involving sensitive data or systems
4. Subcontracting: Rules and permissions for subcontracting services - include if subcontracting is likely
5. Staff and Key Personnel: Requirements for service delivery personnel - include if specific staff expertise is crucial
6. Audit Rights: Customer's rights to audit service provider - include for regulated industries or critical services
7. Environmental Compliance: Environmental standards and reporting - include for services with environmental impact
8. Anti-Bribery and Corruption: Compliance with anti-corruption laws - include for high-value or government-related contracts
1. Schedule 1 - Service Descriptions: Detailed specifications of all services to be provided
2. Schedule 2 - Service Levels and KPIs: Detailed performance metrics, measurement methods, and targets
3. Schedule 3 - Charges and Payment Terms: Detailed pricing, payment structure, and calculation methods
4. Schedule 4 - Service Credit Calculation: Detailed methodology for calculating service credits and penalties
5. Schedule 5 - Governance and Reporting Requirements: Detailed reporting templates and governance procedures
6. Schedule 6 - Contact Details and Escalation Matrix: Key contacts and escalation procedures for both parties
7. Schedule 7 - Technical Requirements: Technical specifications and standards for service delivery
8. Appendix A - Form of Reports: Templates for required service reports and documentation
9. Appendix B - Change Request Form: Standard form for requesting and documenting changes
Relevant legal definitions
Acceptance Criteria
Applicable Law
Business Day
Business Hours
Change Control Procedure
Charges
Commencement Date
Confidential Information
Contract Year
Critical Service Level
Customer Data
Customer Dependencies
Disaster Recovery Plan
Documentation
Emergency Maintenance
Escalation Procedure
Force Majeure Event
Good Industry Practice
Governance Body
Implementation Period
Incident
Initial Term
Intellectual Property Rights
Key Performance Indicators
Key Personnel
Maintenance Window
Material Breach
Measurement Period
Minimum Performance Level
Notice
Operating Environment
Performance Credits
Performance Reports
Personal Data
Planned Maintenance
Recovery Point Objective
Recovery Time Objective
Renewal Term
Response Time
Service Credits
Service Failure
Service Hours
Service Level Failure
Service Levels
Service Provider Personnel
Services
Severity Levels
Site
Statement of Work
Subcontractor
Support Services
System
Term
Termination Date
Third Party Software
Transition Period
Transition Plan
Working Hours
Applicable Law
Business Day
Business Hours
Change Control Procedure
Charges
Commencement Date
Confidential Information
Contract Year
Critical Service Level
Customer Data
Customer Dependencies
Disaster Recovery Plan
Documentation
Emergency Maintenance
Escalation Procedure
Force Majeure Event
Good Industry Practice
Governance Body
Implementation Period
Incident
Initial Term
Intellectual Property Rights
Key Performance Indicators
Key Personnel
Maintenance Window
Material Breach
Measurement Period
Minimum Performance Level
Notice
Operating Environment
Performance Credits
Performance Reports
Personal Data
Planned Maintenance
Recovery Point Objective
Recovery Time Objective
Renewal Term
Response Time
Service Credits
Service Failure
Service Hours
Service Level Failure
Service Levels
Service Provider Personnel
Services
Severity Levels
Site
Statement of Work
Subcontractor
Support Services
System
Term
Termination Date
Third Party Software
Transition Period
Transition Plan
Working Hours
Clauses
Service Levels
Performance Measurement
Service Credits
Reporting Requirements
Change Control
Payment Terms
Confidentiality
Data Protection
Intellectual Property
Liability and Indemnification
Force Majeure
Termination
Dispute Resolution
Governing Law
Assignment and Subcontracting
Audit Rights
Business Continuity
Security Requirements
Personnel Requirements
Customer Obligations
Service Provider Obligations
Warranties
Insurance
Notices
Entire Agreement
Severability
Third Party Rights
Anti-Corruption
Compliance with Laws
Environmental Requirements
Health and Safety
Quality Assurance
Root Cause Analysis
Disaster Recovery
Exit Management
Non-Solicitation
Amendments
Waiver
Contract Representatives
Maintenance and Support
Service Availability
Response Times
Escalation Procedures
Problem Management
Capacity Management
Documentation Requirements
Performance Measurement
Service Credits
Reporting Requirements
Change Control
Payment Terms
Confidentiality
Data Protection
Intellectual Property
Liability and Indemnification
Force Majeure
Termination
Dispute Resolution
Governing Law
Assignment and Subcontracting
Audit Rights
Business Continuity
Security Requirements
Personnel Requirements
Customer Obligations
Service Provider Obligations
Warranties
Insurance
Notices
Entire Agreement
Severability
Third Party Rights
Anti-Corruption
Compliance with Laws
Environmental Requirements
Health and Safety
Quality Assurance
Root Cause Analysis
Disaster Recovery
Exit Management
Non-Solicitation
Amendments
Waiver
Contract Representatives
Maintenance and Support
Service Availability
Response Times
Escalation Procedures
Problem Management
Capacity Management
Documentation Requirements
Relevant Industries
Information Technology
Telecommunications
Financial Services
Healthcare
Manufacturing
Logistics and Supply Chain
Professional Services
Cloud Services
Facilities Management
Business Process Outsourcing
Data Center Operations
Software Development
Infrastructure Services
Relevant Teams
Legal
Procurement
Vendor Management
Operations
Information Technology
Risk Management
Compliance
Commercial
Supply Chain
Service Delivery
Contract Management
Relevant Roles
Chief Information Officer
Procurement Manager
Vendor Management Director
Operations Director
Legal Counsel
Contract Manager
Service Delivery Manager
Chief Technology Officer
Risk Management Officer
Compliance Officer
Commercial Director
Supply Chain Manager
IT Services Manager
Chief Operating Officer
Performance Management Specialist
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