Missed SLA Template for Hong Kong

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Key Requirements PROMPT example:

Missed SLA

"I need a Missed SLA document under Hong Kong law for a cloud hosting service provider who failed to maintain the agreed 99.9% uptime in March 2025, resulting in 4 hours of system downtime for our financial trading platform."

Document background

This document is specifically designed for situations where a Missed SLA needs to be formally documented and addressed under Hong Kong jurisdiction. It is typically used when a service provider fails to meet contracted service levels and needs to provide a formal response and remediation plan. The document becomes necessary when performance metrics fall below agreed thresholds, requiring detailed documentation of the breach, its impact, and proposed solutions. It incorporates Hong Kong legal requirements for contract modifications and dispute resolution, while also considering local business practices and regulatory compliance. The document is particularly important for maintaining transparent business relationships and can serve as a critical reference point for future contract negotiations or potential dispute resolution proceedings.

Suggested Sections

1. Parties: Identification of all parties involved in the SLA agreement, including full legal names and addresses

2. Background: Context of the original SLA agreement, including date of execution and general service scope

3. Definitions: Key terms used throughout the document, including specific SLA metrics and technical terminology

4. SLA Breach Details: Specific details of the SLA breach, including timing, duration, and nature of the breach

5. Impact Assessment: Analysis of the breach's impact on business operations and service delivery

6. Root Cause Analysis: Technical and operational analysis of what caused the SLA breach

7. Remediation Actions: Detailed description of steps taken or proposed to address the breach

8. Financial Implications: Calculation of penalties, credits, or compensation due under the SLA terms

9. Future Prevention Measures: Outline of measures to prevent similar breaches in the future

10. Acknowledgment and Signatures: Formal acknowledgment of the breach and agreement to remediation terms

Optional Sections

1. Multiple Breach Pattern Analysis: Analysis of pattern if there have been multiple SLA breaches - include only if there is a history of breaches

2. Service Credit Calculations: Detailed calculations of service credits - include if the SLA includes service credit mechanisms

3. SLA Amendment Proposals: Proposed changes to existing SLA terms - include if modifications to the original SLA are being suggested

4. Dispute Resolution Process: Specific dispute resolution procedures - include if parties disagree on breach implications

5. Third-Party Impact Statement: Assessment of impact on third parties - include if the breach affects other stakeholders

6. Force Majeure Considerations: Analysis of whether force majeure applies - include if external factors contributed to the breach

Suggested Schedules

1. Schedule A - Performance Metrics: Detailed performance data showing the breach, including graphs and technical metrics

2. Schedule B - Financial Impact Analysis: Detailed calculations of financial implications and penalties

3. Schedule C - Incident Logs: Technical logs and documentation evidencing the breach

4. Schedule D - Communication Records: Records of notifications and communications regarding the breach

5. Schedule E - Resolution Timeline: Detailed timeline for implementing remediation actions

6. Appendix 1 - Original SLA Extract: Relevant excerpts from the original SLA agreement

7. Appendix 2 - Technical Reports: Detailed technical analysis and third-party assessment reports

Authors

Alex Denne

Head of Growth (Open Source Law) @ Genie AI | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

alex.den.21@genieai.co

Relevant legal definitions

Clauses

Relevant Industries

Information Technology

Telecommunications

Cloud Services

Professional Services

Financial Services

Healthcare Technology

Manufacturing

Logistics and Supply Chain

Business Process Outsourcing

Data Center Operations

Relevant Teams

Legal

Operations

Service Delivery

Technical Support

Quality Assurance

Compliance

Risk Management

Client Relations

Contract Management

Performance Analytics

Relevant Roles

Service Delivery Manager

Contract Manager

Operations Director

Chief Technology Officer

Legal Counsel

Compliance Officer

Account Manager

Quality Assurance Manager

IT Operations Manager

Risk Manager

Performance Analytics Manager

Technical Support Lead

Project Manager

Service Level Manager

Client Relationship Manager

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