The Resolution SLA serves as a fundamental agreement in service-based relationships, particularly crucial in the Philippine business environment where service quality and accountability are governed by strict consumer protection laws. This document is typically used when organizations need to establish clear, measurable standards for issue resolution and service restoration. The Resolution SLA includes detailed specifications for response times, resolution commitments, escalation procedures, and performance metrics, all aligned with Philippine regulatory requirements. It's essential for businesses providing critical services where downtime or service issues can significantly impact operations. The agreement helps prevent disputes by clearly defining service expectations and providing mechanisms for measuring and maintaining service quality, while ensuring compliance with Philippine commercial laws and industry standards.
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1. Parties: Identification and details of the service provider and client
2. Background: Context of the agreement and relationship between parties
3. Definitions: Detailed definitions of technical terms, service levels, and key concepts used in the agreement
4. Service Scope: Detailed description of services covered under the SLA
5. Service Hours: Operating hours and coverage periods for the services
6. Priority Levels: Definition of incident priority levels and their characteristics
7. Response Times: Committed response times for each priority level
8. Resolution Times: Committed resolution times for each priority level
9. Performance Metrics: Key Performance Indicators (KPIs) and measurement criteria
10. Reporting Requirements: Frequency and content of service performance reports
11. Escalation Procedures: Steps and contacts for escalating unresolved issues
12. Service Credits: Compensation structure for missed service levels
13. Term and Termination: Duration of agreement and termination conditions
14. General Provisions: Standard legal clauses including governing law, notices, and amendments
1. Business Continuity: Disaster recovery and business continuity procedures, required for critical services
2. Data Privacy Compliance: Specific provisions for compliance with the Data Privacy Act, needed when handling personal data
3. Security Requirements: Detailed security protocols and requirements, essential for IT services
4. Third-Party Dependencies: Management of external vendor dependencies, needed when subcontractors are involved
5. Training and Knowledge Transfer: Requirements for staff training and knowledge sharing, important for complex service delivery
6. Transition Services: Procedures for service transition at start and end of contract, relevant for complex services
1. Schedule A - Service Definitions: Detailed technical specifications of each service component
2. Schedule B - Service Level Metrics: Detailed breakdown of all service level calculations and measurements
3. Schedule C - Rate Card: Pricing details and service credit calculations
4. Schedule D - Escalation Matrix: Contact details and escalation hierarchy
5. Schedule E - Report Templates: Templates for various service reports and performance metrics
6. Appendix 1 - Technical Requirements: Detailed technical specifications and requirements
7. Appendix 2 - Operating Procedures: Step-by-step procedures for service delivery and issue resolution
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