Support SLA Template for Hong Kong

1. Change Management: Procedures for requesting and implementing changes to services or service levels

2. Disaster Recovery: Procedures and commitments for service restoration in case of major incidents

3. Training and Documentation: Requirements for providing training and maintaining documentation

4. Third-Party Services: Terms relating to subcontractors or third-party service providers

5. Security Requirements: Specific security protocols and compliance requirements

6. Transition Services: Procedures for service transition at the start or end of the agreement

7. Customer Obligations: Specific responsibilities and requirements of the customer

8. Service Credits: Financial compensation mechanism for service level failures

9. Continuous Improvement: Processes for ongoing service improvement and optimization

1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and measurement methods

2. Schedule 2 - Support Categories and Priorities: Detailed definitions of incident categories and priority levels

3. Schedule 3 - Fee Schedule: Detailed breakdown of all fees, charges, and payment terms

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

5. Schedule 5 - Technical Requirements: Technical specifications and requirements for service delivery

6. Schedule 6 - Report Templates: Standard formats for performance and incident reporting

7. Schedule 7 - Service Request Procedures: Detailed procedures for submitting and handling service requests

8. Appendix A - Definitions and Technical Terms: Extended glossary of technical terms and metrics

9. Appendix B - Contact Information: Comprehensive contact details for both parties