The Compute SLA serves as a critical legal and operational document for organizations providing or consuming compute infrastructure services in the Philippines. This agreement type is essential when establishing or maintaining cloud computing, data center, or infrastructure services, particularly in contexts where specific performance metrics and service standards need to be guaranteed. The document ensures compliance with Philippine regulations while incorporating international best practices for compute services. It is commonly used by technology providers, enterprises, and organizations requiring reliable computing infrastructure, defining clear service levels, support mechanisms, and remedies for service disruptions. The agreement addresses key aspects such as availability guarantees, performance metrics, security requirements, and compliance with local data protection laws.
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1. Parties: Identification of the service provider and customer, including full legal names and addresses
2. Background: Context of the agreement and brief description of the compute services being provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terminology used in the agreement
4. Service Description: Detailed description of the compute services, including infrastructure specifications and service scope
5. Service Level Commitments: Specific performance metrics, availability guarantees, and response time commitments
6. Service Credits and Penalties: Calculation and application of service credits for SLA violations
7. Service Monitoring and Reporting: Methods and frequency of service level measurement and reporting
8. Support and Maintenance: Support levels, maintenance windows, and incident response procedures
9. Data Protection and Security: Security measures and compliance with Philippine Data Privacy Act requirements
10. Disaster Recovery and Business Continuity: Recovery time objectives, backup procedures, and continuity planning
11. Term and Termination: Duration of agreement, renewal terms, and termination conditions
12. Payment Terms: Pricing, payment schedule, and billing procedures
13. Liability and Indemnification: Limitations of liability and indemnification provisions compliant with Philippine law
14. General Provisions: Standard legal clauses including governing law, dispute resolution, and force majeure
1. Industry-Specific Compliance: Additional compliance requirements for regulated industries (e.g., financial services, healthcare)
2. Multi-Region Services: Specific provisions for services deployed across multiple geographic regions
3. Professional Services: Terms for additional professional services such as implementation or consulting
4. High Availability Options: Enhanced availability commitments and associated terms for critical workloads
5. Data Migration Services: Terms governing data migration services and responsibilities
6. Third-Party Integration: Terms governing integration with third-party services or applications
7. Custom Service Levels: Specific service levels negotiated for particular customer requirements
1. Schedule A - Service Specifications: Detailed technical specifications of compute resources and infrastructure
2. Schedule B - Service Level Metrics: Detailed description of each service level metric and measurement methodology
3. Schedule C - Pricing and Service Credits: Detailed pricing structure and service credit calculations
4. Schedule D - Support Procedures: Detailed support procedures, escalation paths, and contact information
5. Schedule E - Security Standards: Detailed security protocols, certifications, and compliance measures
6. Appendix 1 - Service Locations: List of data centers and service delivery locations
7. Appendix 2 - Authorized Users: Template for designating authorized users and access levels
8. Appendix 3 - Incident Response Plan: Detailed procedures for handling service incidents and outages
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Financial Services
Telecommunications
E-commerce
Healthcare
Manufacturing
Business Process Outsourcing
Government and Public Sector
Education
Retail
Banking
Insurance
Digital Services
Relevant Teams
Legal
Information Technology
Infrastructure
Operations
Procurement
Compliance
Risk Management
Service Delivery
Technical Operations
Vendor Management
Cloud Operations
Solutions Architecture
Service Management
Relevant Roles
Chief Technology Officer
IT Infrastructure Manager
Cloud Services Manager
Service Delivery Manager
Technical Operations Director
Procurement Manager
IT Contracts Manager
Legal Counsel
Compliance Officer
Data Center Manager
Enterprise Architect
Solutions Architect
Operations Manager
IT Service Manager
Risk Manager
Vendor Management Officer
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