Maintenance SLA Template for Hong Kong

1. Disaster Recovery: Procedures and obligations for service continuity in case of disasters or major incidents. Include when critical systems are being maintained

2. Security Requirements: Specific security protocols and compliance requirements. Include when handling sensitive systems or data

3. Change Management: Procedures for requesting and implementing changes to the maintenance scope or procedures. Include for complex systems

4. Subcontractors: Terms governing the use and management of subcontractors. Include when service provider likely to use third parties

5. Insurance: Specific insurance requirements and coverage levels. Include for high-value or high-risk maintenance services

6. Data Protection: Specific provisions for handling personal or sensitive data. Include when maintenance involves access to such data

7. Training and Knowledge Transfer: Requirements for training customer staff or knowledge sharing. Include when customer requires capability building

1. Schedule 1 - Service Level Specifications: Detailed metrics and measurements for each service level commitment

2. Schedule 2 - Maintenance Procedures: Detailed procedures for different types of maintenance activities

3. Schedule 3 - Fee Schedule: Detailed breakdown of fees, including standard rates and overtime charges

4. Schedule 4 - Escalation Matrix: Contact details and procedures for different levels of issue escalation

5. Schedule 5 - Equipment/Systems List: Detailed list of equipment or systems covered under the maintenance agreement

6. Schedule 6 - Report Templates: Standard templates for various reports required under the agreement

7. Appendix A - Service Credits Calculation: Detailed methodology for calculating service credits or penalties

8. Appendix B - Technical Requirements: Specific technical requirements and standards for maintenance services