Improved SLA Template for Hong Kong

1. Multi-vendor Management: Required when multiple service providers are involved, defining interfaces and responsibilities

2. Cloud Services Terms: Specific terms for cloud-based services, including data location and service availability

3. Professional Services: Terms for additional professional services beyond standard support

4. Hardware and Software Requirements: Include when specific customer infrastructure is required for service delivery

5. Compliance and Certification: Required for regulated industries or when specific certifications must be maintained

6. Intellectual Property Rights: Detailed IP terms when custom development or licensed materials are involved

7. Exit Management: Detailed transition arrangements for service termination, needed for complex services

1. Service Level Metrics: Detailed technical specifications of all service level measurements and calculations

2. Price and Payment Schedule: Detailed pricing, payment terms, and service credit calculations

3. Technical Requirements: Detailed technical specifications and infrastructure requirements

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

5. Security Standards: Detailed security requirements, protocols, and compliance standards

6. Business Continuity Plan: Detailed disaster recovery and business continuity procedures

7. Change Request Template: Standard forms and procedures for requesting service changes

8. Service Reports Template: Standard format for service level reporting and performance metrics