Service Level Agreement Terms And Conditions Template for Philippines

Service Level Agreement Terms And Conditions documents are essential for businesses operating in the Philippines that engage in service-based relationships, whether as providers or recipients. This document type is particularly relevant given the Philippines' position as a major hub for business process outsourcing, IT services, and professional services. It establishes clear, measurable service standards, performance metrics, and mutual obligations while ensuring compliance with Philippine laws including the Civil Code, Consumer Act, Data Privacy Act, and E-commerce Act. The document is designed to protect both service providers and customers by clearly defining service expectations, quality metrics, reporting requirements, and remedies for service failures. It's particularly crucial for businesses engaging in long-term service relationships, outsourcing arrangements, or managed services contracts where service quality and performance measurement are critical to success.

1. Parties: Identification and details of the service provider and customer, including their legal representatives

2. Background: Context of the agreement, including the purpose and general scope of services

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

4. Service Description: Comprehensive description of services to be provided, including scope and exclusions

5. Service Levels: Specific, measurable performance standards and metrics that the service provider must meet

6. Service Measurement and Reporting: Methods for measuring service performance and reporting requirements

7. Response and Resolution Times: Timeframes for responding to and resolving service issues or requests

8. Support Services: Details of support services, including hours of operation and contact procedures

9. Customer Obligations: Responsibilities and obligations of the customer necessary for service delivery

10. Provider Obligations: Core responsibilities and commitments of the service provider

11. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods

12. Fees and Payment Terms: Pricing structure, payment schedule, and related financial terms

13. Term and Termination: Duration of the agreement and conditions for termination

14. Confidentiality: Protection and handling of confidential information

15. Data Protection: Compliance with data privacy laws and data handling procedures

16. Force Majeure: Circumstances under which service levels may be suspended due to events beyond reasonable control

17. Dispute Resolution: Procedures for resolving disputes between parties

18. Governing Law: Specification of Philippine law as governing law and jurisdiction