Document background
This document serves as a SaaS Service Level Agreement template governed by Hong Kong law, essential for establishing clear service standards and performance metrics between software providers and their customers. It should be used when implementing a new SaaS solution or updating existing service agreements to ensure compliance with Hong Kong regulations. The agreement encompasses critical elements including service availability guarantees, performance standards, support obligations, data protection requirements, and remedy mechanisms through service credits. It is particularly important in the context of Hong Kong's growing technology sector and increasing adoption of cloud services across industries. The document addresses both technical and commercial aspects of service delivery while ensuring compliance with local data privacy laws, electronic transaction regulations, and contract law principles.
