Industry Standard SLA Template for Hong Kong

1. Disaster Recovery: Requirements for disaster recovery and business continuity, essential for critical services

2. Compliance Requirements: Specific regulatory compliance obligations, necessary for regulated industries

3. Subcontractors: Terms governing the use and management of subcontractors, if applicable

4. Intellectual Property: IP rights and obligations, important when custom solutions or developments are involved

5. Insurance: Insurance requirements and coverage levels, typically for high-value or high-risk services

6. Training and Knowledge Transfer: Requirements for training and knowledge sharing, relevant for complex service arrangements

7. Exit Management: Detailed procedures for service transition at agreement end, important for complex or critical services

1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and measurement methodologies

2. Schedule 2 - Fee Schedule: Detailed breakdown of fees, charges, and service credit calculations

3. Schedule 3 - Service Reports: Templates and requirements for service performance reporting

4. Schedule 4 - Escalation Procedures: Detailed procedures for issue escalation and resolution

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

6. Schedule 6 - Security Standards: Detailed security requirements and compliance standards

7. Schedule 7 - Operational Procedures: Day-to-day operational procedures and processes

8. Appendix A - Contact Details: Key contacts for both parties and their roles

9. Appendix B - Service Locations: List of locations where services are provided or accessed