Customer Service Agreement Template for Hong Kong

1. Service Level Agreement (SLA): Detailed performance metrics and service levels, used when specific performance standards need to be measured

2. Intellectual Property Rights: IP ownership and licensing terms, included when services involve creation or use of intellectual property

3. Insurance: Insurance requirements and coverage details, relevant for high-risk services

4. Compliance with Laws: Specific regulatory compliance obligations, important for regulated industries

5. Business Continuity: Disaster recovery and business continuity provisions, crucial for essential services

6. Staff and Subcontractors: Terms regarding service provider personnel and subcontracting rights, relevant when service delivery involves third parties

7. Change Management: Procedures for implementing changes to services, important for long-term or complex service arrangements

8. Audit Rights: Customer's right to audit service provider's performance, included for critical services or regulatory requirements

1. Schedule 1 - Service Specifications: Detailed technical specifications and service descriptions

2. Schedule 2 - Fee Schedule: Detailed pricing, rate cards, and payment terms

3. Schedule 3 - Service Levels and KPIs: Specific performance metrics, measurement methods, and remedies

4. Schedule 4 - Data Processing Agreement: Detailed data handling procedures and PDPO compliance requirements

5. Schedule 5 - Contact Details: Key contacts and escalation procedures

6. Schedule 6 - Change Request Form: Template for requesting and documenting service changes

7. Appendix A - Service Location(s): List of locations where services will be provided

8. Appendix B - Required Documentation: List of documents required for service delivery and compliance