The Improved SLA template is designed for use in the Philippine business environment where organizations require a robust framework for managing service delivery relationships. This document type is particularly relevant when standard SLAs need enhancement to address complex service arrangements, higher performance requirements, or specific compliance needs under Philippine law. The Improved SLA incorporates more sophisticated performance metrics, detailed service level measurements, and stronger accountability mechanisms than traditional SLAs. It is structured to comply with Philippine legislation, including the Civil Code, E-Commerce Act, and Data Privacy Act, while providing comprehensive coverage of service standards, performance monitoring, remediation processes, and governance frameworks. This document is especially valuable for technology services, outsourcing arrangements, and other professional services where service quality and performance measurement are critical to business operations.
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1. Parties: Identification and details of the service provider and customer, including their legal status and registered addresses
2. Background: Context of the agreement, including the purpose and general scope of services
3. Definitions: Detailed definitions of technical terms, metrics, and key concepts used throughout the agreement
4. Service Description: Comprehensive description of services to be provided, including scope and exclusions
5. Service Levels and Performance Metrics: Specific, measurable performance targets and quality standards for each service
6. Measurement and Reporting: Methods for measuring performance, reporting frequency, and format of reports
7. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods
8. Problem Management: Procedures for identifying, reporting, and resolving service issues
9. Governance and Communication: Management structure, meeting schedules, and communication protocols
10. Term and Termination: Duration of the agreement, renewal terms, and termination conditions
11. General Terms: Standard legal provisions including confidentiality, force majeure, and dispute resolution
1. Data Protection and Privacy: Specific provisions for handling personal data, required when services involve data processing
2. Disaster Recovery: Business continuity and disaster recovery procedures, important for critical services
3. Security Requirements: Detailed security protocols and compliance requirements, essential for IT or sensitive services
4. Transition Services: Procedures for service transition at start and end of contract, useful for complex service arrangements
5. Intellectual Property Rights: Specific IP provisions, necessary when services involve software or content creation
6. Third-Party Service Providers: Terms governing subcontractors and third-party service providers, if applicable
7. Training and Knowledge Transfer: Requirements for staff training and knowledge sharing, relevant for managed services
1. Schedule 1: Detailed Service Descriptions: Technical specifications and detailed scope of each service component
2. Schedule 2: Service Level Specifications: Detailed performance metrics, measurement methods, and targets
3. Schedule 3: Price and Payment Schedule: Pricing details, payment terms, and service credit calculations
4. Schedule 4: Operational Procedures: Day-to-day operational procedures, escalation matrices, and contact details
5. Schedule 5: Technical Requirements: Infrastructure, system, and technical requirements for service delivery
6. Appendix A: Report Templates: Standard templates for performance reports and service reviews
7. Appendix B: Service Request Procedures: Forms and procedures for requesting changes or additional services
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Business Process Outsourcing
Cloud Services
Software as a Service
Managed Services
Professional Services
Healthcare Technology
Financial Services
E-commerce
Manufacturing
Logistics and Supply Chain
Relevant Teams
Legal
Information Technology
Operations
Procurement
Compliance
Risk Management
Service Delivery
Quality Assurance
Project Management
Account Management
Technical Support
Customer Service
Vendor Management
Relevant Roles
Chief Information Officer
IT Director
Service Delivery Manager
Operations Manager
Contract Manager
Procurement Manager
Legal Counsel
Compliance Officer
Project Manager
Account Manager
Quality Assurance Manager
Technical Service Manager
Business Relationship Manager
Risk Manager
Vendor Manager
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