SLA Api Template for Hong Kong

1. Service Credits: Optional mechanism for compensation when service levels are not met, used in premium service agreements

2. Disaster Recovery: Detailed disaster recovery and business continuity procedures, recommended for critical service applications

3. Change Management: Procedures for implementing changes to the API service, recommended for complex or evolving services

4. Audit Rights: Customer rights to audit service provider's compliance, typically included in enterprise-level agreements

5. Professional Services: Terms for additional professional services like integration support, used when offering supplementary services

6. Volume Commitments: Minimum usage commitments and associated pricing tiers, used in volume-based pricing models

7. Territory Restrictions: Geographic limitations on service usage, included when service is restricted to specific regions

1. Schedule 1 - Technical Specification: Detailed technical specifications of the API, including endpoints, methods, and authentication requirements

2. Schedule 2 - Service Level Metrics: Detailed breakdown of service level targets, measurement methods, and reporting procedures

3. Schedule 3 - Fee Schedule: Detailed pricing structure, including usage tiers, additional charges, and calculation methods

4. Schedule 4 - Support Services: Detailed support procedures, escalation matrix, and response time commitments

5. Schedule 5 - Security Requirements: Detailed security protocols, compliance requirements, and security incident procedures

6. Appendix A - API Documentation: Technical documentation and user guides for the API service

7. Appendix B - Change Request Form: Standard form for requesting and documenting service changes