OLA Service Level Agreement Template for Hong Kong

1. Integration Services: Details of API integration and technical requirements, included when client requires system integration

2. Custom Reporting: Specific reporting requirements and formats, included when client needs non-standard reporting

3. Premium Support: Enhanced support services and dedicated resources, included for premium service tiers

4. Compliance Requirements: Additional compliance obligations, included when client has specific regulatory requirements

5. Training Services: Training provision for client staff, included when client requires operational training

6. White Labeling: Requirements for custom branding, included when service is white-labeled

7. Volume Commitments: Minimum usage requirements and associated pricing, included for volume-based agreements

1. Schedule 1 - Service Level Metrics: Detailed metrics, calculations, and thresholds for all service level measurements

2. Schedule 2 - Fee Schedule: Pricing details, service credits calculations, and payment terms

3. Schedule 3 - Technical Specifications: Detailed technical requirements, system specifications, and integration protocols

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

5. Schedule 5 - Data Processing Agreement: Specific terms for personal data handling and privacy protection

6. Schedule 6 - Business Continuity Plan: Detailed procedures for service continuity and disaster recovery

7. Appendix A - Service Coverage Areas: Geographic areas covered by the service and any location-specific terms

8. Appendix B - Incident Response Matrix: Classification of incidents and corresponding response times