Document background
This Critical SLA template is designed for use in the Hong Kong jurisdiction where organizations require legally robust frameworks for managing mission-critical services. The document is particularly suitable when the service provision is fundamental to the customer's core business operations, where service disruption could result in significant financial loss or operational impact. This Critical SLA incorporates Hong Kong legal requirements and market practice, including specific provisions required under Hong Kong contract law and relevant ordinances. It provides comprehensive coverage of service levels, performance monitoring, remedies, and governance structures, with particular emphasis on business continuity and disaster recovery. The document is structured to allow for detailed technical specifications in schedules while maintaining a robust legal framework in the main body, making it suitable for complex service arrangements where reliability and performance are paramount.
