Document background
This Downtime SLA template is designed for use in Hong Kong's business environment where service availability and reliability are crucial operational factors. It is particularly relevant for technology services, cloud computing, and digital infrastructure providers operating under Hong Kong jurisdiction. The document should be used when establishing formal service level commitments regarding system availability and downtime management. It includes essential provisions required under Hong Kong law while incorporating international best practices for service level management. The agreement covers critical aspects such as downtime measurement methodology, service credit calculations, incident response times, and reporting requirements. This template is especially valuable for businesses providing critical digital services where system availability directly impacts customer operations and where clear, enforceable service levels need to be established.
