48 Hour SLA Template for Philippines

1. Data Protection and Privacy: Required if the service involves handling personal or sensitive data, ensuring compliance with the Data Privacy Act

2. Disaster Recovery: Include when service continuity is critical to the client's operations

3. Security Requirements: Necessary for services involving sensitive systems or data

4. Training and Support: Include when the service requires user training or ongoing support

5. Transition Services: Required when there's a need to detail the handover process from existing systems

6. Compliance Requirements: Include when the service must meet specific regulatory or industry standards

7. Intellectual Property Rights: Required when the service involves creation or use of intellectual property

1. Schedule A - Service Specifications: Detailed technical specifications of the services

2. Schedule B - Service Level Metrics: Comprehensive list of all service level metrics and measurement methodologies

3. Schedule C - Pricing and Service Credits: Detailed pricing structure and service credit calculations

4. Schedule D - Contact Matrix: Key contacts and escalation hierarchy for both parties

5. Schedule E - Technical Support Procedures: Detailed procedures for requesting and receiving technical support

6. Appendix 1 - Incident Priority Levels: Definition and classification of incident priority levels

7. Appendix 2 - Report Templates: Standard templates for service level reporting

8. Appendix 3 - Change Request Procedures: Procedures for requesting and implementing service changes