Document background
This Outside SLA document is essential for businesses operating in Hong Kong that need to establish clear parameters for services that fall outside their standard service level agreements. It is particularly relevant when standard SLAs cannot accommodate specific service requirements, unique operational circumstances, or specialized business needs. The document provides a comprehensive framework for managing expectations, risks, and obligations related to non-standard services while ensuring compliance with Hong Kong's legal requirements. It is commonly used in situations where services require custom handling, specialized support levels, or unique operational arrangements that differ from standardized service offerings. The Outside SLA helps protect both service providers and customers by clearly documenting the scope, limitations, and responsibilities associated with these non-standard services.
