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Standard SLA For It Support

Standard SLA For It Support Template for Philippines

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Key Requirements PROMPT example:

Standard SLA For It Support

"I need a Standard SLA for IT Support for my medium-sized e-commerce company in Manila, with 24/7 support coverage and specific provisions for handling customer data in compliance with Philippine privacy laws, to be implemented by March 2025."

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Document background
This Standard SLA for IT Support is designed for use in the Philippine business context, where organizations require formal agreements for the provision of IT support services. The document serves as a comprehensive framework for establishing and maintaining professional IT support relationships, ensuring compliance with local regulations including the Data Privacy Act, E-Commerce Act, and relevant ICT guidelines. It is particularly relevant in today's digital business environment where reliable IT support is crucial for business continuity. The agreement covers essential aspects such as service scope, performance metrics, data protection, and dispute resolution mechanisms, all tailored to align with Philippine legal requirements and business practices. This template is suitable for both domestic and international IT service providers operating in the Philippines, providing a structured approach to service delivery and performance management.
Suggested Sections

1. Parties: Identification of the service provider and client, including complete legal names, registration details, and addresses

2. Background: Context of the agreement and brief description of the parties' business relationship

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

4. Scope of Services: Comprehensive outline of IT support services covered under the agreement

5. Service Levels: Detailed service level metrics, response times, resolution times, and performance standards

6. Service Provider Obligations: Key responsibilities and commitments of the IT support provider

7. Client Obligations: Client responsibilities, including access provision and cooperation requirements

8. Data Protection and Security: Compliance with Philippines Data Privacy Act and security measures for data handling

9. Performance Monitoring: Methods and tools for measuring and reporting service performance

10. Payment Terms: Fee structure, payment schedule, and billing procedures

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

12. Dispute Resolution: Procedures for handling disputes under Philippine law

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

Optional Sections

1. Disaster Recovery: Include when the client requires specific disaster recovery and business continuity procedures

2. Third-Party Services: Add when subcontractors or third-party service providers are involved in service delivery

3. Hardware Support: Include when physical IT infrastructure support is part of the service scope

4. On-Site Support: Add when in-person support services are provided

5. Training Services: Include when user training or knowledge transfer is part of the service offering

6. Intellectual Property Rights: Add when custom solutions or software development is included in the support services

7. Service Credits: Include when financial penalties for missing service levels are required

Suggested Schedules

1. Schedule A - Service Descriptions: Detailed breakdown of each service component and support level

2. Schedule B - Service Level Targets: Specific metrics, KPIs, and performance targets for each service

3. Schedule C - Fee Schedule: Detailed pricing, payment terms, and any variable cost components

4. Schedule D - Escalation Matrix: Contact details and procedures for different levels of support escalation

5. Schedule E - Technical Requirements: Specific technical specifications and requirements for service delivery

6. Appendix 1 - Incident Classification: Definitions and response requirements for different types of incidents

7. Appendix 2 - Report Templates: Standard formats for service performance and incident reporting

8. Appendix 3 - Security Protocols: Detailed security procedures and compliance requirements

Authors

Alex Denne

Head of Growth (Open Source Law) @ Genie AI | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

Linkedin in social icon imageX social icon image
alex.den.21@genieai.co
Relevant legal definitions
Agreement
Authorized Representative
Business Day
Business Hours
Client
Confidential Information
Critical Incident
Data
Data Controller
Data Privacy Act
Data Processor
Data Subject
Disaster Recovery
Effective Date
Emergency Maintenance
Escalation Matrix
Force Majeure
Incident
Incident Response Time
Information Security
Initial Term
Intellectual Property Rights
IT Infrastructure
Key Performance Indicators (KPIs)
Maintenance Window
Major Incident
Minor Incident
Normal Business Hours
Operating Environment
Parties
Personal Information
Priority Levels
Resolution Time
Response Time
Scheduled Maintenance
Service Credits
Service Hours
Service Level Agreement (SLA)
Service Level Targets
Service Provider
Service Request
Services
Software
Support Personnel
Support Services
System
Term
Third-Party Software
Uptime
User
Working Hours
Clauses
Service Scope
Service Levels
Performance Standards
Response Times
Support Hours
Maintenance
Data Protection
Confidentiality
Security
Payment Terms
Service Credits
Liability
Indemnification
Force Majeure
Termination
Dispute Resolution
Intellectual Property
Warranties
Insurance
Compliance
Audit Rights
Personnel
Subcontracting
Change Management
Business Continuity
Disaster Recovery
Notice
Assignment
Governing Law
Amendment
Entire Agreement
Severability
Escalation Procedures
Reporting
Access Rights
Third Party Rights
Non-Solicitation
Conflict Resolution
Service Transfer
Exit Management
Relevant Industries

Information Technology

Business Process Outsourcing

Financial Services

Healthcare

Retail

Manufacturing

Education

Telecommunications

Professional Services

Government Services

E-commerce

Relevant Teams

Information Technology

Legal

Procurement

Operations

Compliance

Risk Management

Service Delivery

Technical Support

Infrastructure

Contract Management

Project Management

Relevant Roles

IT Director

Chief Information Officer

IT Support Manager

Service Delivery Manager

Procurement Manager

Legal Counsel

Compliance Officer

Operations Manager

IT Infrastructure Manager

Technical Support Lead

Contract Manager

Risk Manager

Chief Technology Officer

Business Operations Manager

IT Project Manager

Industries
Data Privacy Act of 2012 (Republic Act No. 10173): Governs the collection, handling, storage, and protection of personal data. Essential for IT support services that may handle customer data or have access to personal information systems.
Electronic Commerce Act of 2000 (Republic Act No. 8792): Regulates electronic transactions and provides legal framework for digital contracts. Relevant for establishing the validity of electronic service agreements and digital signatures.
Consumer Act of the Philippines (Republic Act No. 7394): Protects consumer rights and interests, including service quality standards and warranties. Applies to IT support services provided to consumers.
Civil Code of the Philippines (Republic Act No. 386): Provides the basic framework for contracts and obligations, including service agreements and professional services contracts.
Cybercrime Prevention Act of 2012 (Republic Act No. 10175): Relevant for IT security obligations and cybersecurity measures that should be included in the SLA.
Department of Information and Communications Technology Act of 2015 (Republic Act No. 10844): Establishes standards and regulations for ICT services and may affect service level requirements and technical specifications.
National Privacy Commission's Guidelines and Circulars: Provides specific requirements for data protection and privacy compliance that must be reflected in IT service agreements.
Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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