Application SLA Template for Hong Kong

1. Data Protection and Privacy: Specific provisions for handling personal data under PDPO - include if personal data is processed

2. Disaster Recovery: Detailed recovery procedures and timelines - include for critical applications

3. Security Requirements: Specific security standards and compliance requirements - include for sensitive data or regulated industries

4. Multi-tenant Provisions: Specific provisions for shared infrastructure - include if application is multi-tenant

5. Compliance and Audit: Regulatory compliance and audit rights - include for regulated industries

6. Service Migration: Procedures for service transition - include if migration services are required

7. Intellectual Property Rights: Specific IP provisions - include if custom development or licensed content is involved

1. Schedule 1 - Service Definitions: Detailed technical specifications of the application services

2. Schedule 2 - Service Level Metrics: Detailed performance metrics, measurement methods, and thresholds

3. Schedule 3 - Fee Schedule: Service fees and service credit calculations

4. Schedule 4 - Support Procedures: Detailed support processes, escalation procedures, and contact information

5. Schedule 5 - Technical Requirements: Customer infrastructure requirements and technical prerequisites

6. Appendix A - Incident Response Matrix: Classification of incidents and corresponding response times

7. Appendix B - Report Templates: Standard formats for service level reporting